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support the Patient Experience Manager in delivering the Trust patient experience plan.
to deputise for the Patient Experience Manager at various meetings and forums.
operational lead, responsible for the management and co-ordination of the complaints process.
responsible in ensuring key performance indicators are met.
responsible for ensuring and supporting the effective management of the Patient Experience Team.
provide training to NHS staff on the patient experience portfolio on mechanisms of feedback including the Trust Complaint Guidance and procedures and processes.
develop and implement systems for data collection and analysis of patient views, also ensuring that front line services receive support and encouragement to best use this information ensuring appropriate dissemination.
enable the patients, relatives, carers' and difficult to reach patient groups' voices to play an integral role in the way the Trust plans, develops and provides services and in how our people learn from patient experience.
Support staff to access appropriate interpretation and translation services for patients.
The management responsibilities of the post are iterative and further roles may fall under the
remit of the Deputy Patient Experience Manager as the work program develops.
Main duties of the job
An exciting temporary opportunity has arisen to cover maternity leave, as the Deputy PatientExperience Manager. The post holder will support the Patient Experience Manager in thedevelopment and implementation of the patient experience plan.The post holder will support the Patient Experience Manager to ensuring the Trust operateexcellent patient feedback processes. This includes managing complaints, patient surveys anddeveloping patient stories as methods of identifying learning from patient experience.There is a requirement to work directly with staff to ensure the trust delivers an effectivecomplaints and feedback process within the Trust that meets all statutory and regulatoryrequirements and that appropriate learning is available from feedback.The post holder will be responsible for managing the Patient Experience Team, developingpatient feedback channels, analysing themes, producing reports and supporting colleagues withdata to improve services. Be responsible for the day-to-day operational patient experienceservice.
About us
South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust now form University Hospitals Tees and as such you may be required to work at any site across both Trusts.
At North Tees & Hartlepool NHS Foundation Trust, we want our organisation to be the best place to work with the right staff, in the right roles, at the right time, to ensure we deliver exceptional patient care and experience.
We will support staff through providing an inclusive and supportive workplace with health and well-being initiatives, staff benefits and opportunities for personal and professional development.
We recruit for values and "Together we are North Tees & Hartlepool"
Job responsibilities
Complaints management, including ability to evaluate information and data from multiple sources, make judgements and provide high quality written and verbal responses in line with national standards and Trust policy.
Producing high level reports.
Composing letters and emails.
Manage the Corporate complaints with the appropriately designated member of staff.
Support the Survey Lead in ensuring the Trust has an efficient electronic system in place to capture and report on feedback, including Friends and Family Test.
Person Specification
Qualifications
* Educated to Degree level or commensurate NHS experience
* Evidence of recent professional development in relation to Patient Experience
* PHSO complaint standards training
* Quality Improvement Training / eg QI bronze level training/ QSIR
Experience
* Knowledge and experience of working in and leading a team
* Experience of dealing with members of the public
* Significant experience working in an acute NHS hospital trust
knowledge and skills
* Understanding of NHS complaint handling and Regulations
* Excellent communication skills both verbal and written
* Ability to prioritise work loads and still meet deadlines
* Excellent attention to detail and highly organised
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Group Deputy Director of PE and Involvement
£38,682 to £46,580 a yearpro rata per annum
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