*Advert may close early if sufficient volume of applications is reached.*
· Support the Patient Experience Manager in delivering the Trust patient experience plan.
· Deputise for the Patient Experience Manager at various meetings and forums.
· Operational lead responsible for managing and coordinating the complaints process.
· Ensure key performance indicators are met.
· Support the effective management of the Patient Experience Team.
· Provide training to NHS staff on mechanisms of feedback, including the Trust Complaint Guidance, procedures, and processes.
· Develop and implement systems for data collection and analysis of patient views, ensuring frontline services receive support to utilize this information effectively and that it is appropriately disseminated.
· Enable the voices of patients, relatives, carers, and difficult-to-reach groups to influence service planning, development, and delivery, as well as staff learning from patient experience.
· Support staff in accessing interpretation and translation services for patients.
The management responsibilities of the post are iterative, and additional roles may be assigned to the Deputy Patient Experience Manager as the work program develops.
An exciting temporary opportunity has arisen to cover maternity leave as the Deputy Patient Experience Manager. The post holder will support the Patient Experience Manager in developing and implementing the patient experience plan.
The post holder will assist in ensuring the Trust operates excellent patient feedback processes, including managing complaints, patient surveys, and developing patient stories to identify learning opportunities.
Work directly with staff to ensure effective complaints and feedback processes that meet statutory and regulatory requirements, facilitating appropriate learning from feedback.
Manage the Patient Experience Team, develop feedback channels, analyze themes, produce reports, and support colleagues with data to improve services. Responsible for the day-to-day operational patient experience service.
South Tees Hospitals NHS Foundation Trust and North Tees and Hartlepool NHS Foundation Trust now form University Hospitals Tees, and staff may be required to work across any site within both Trusts.
At North Tees & Hartlepool NHS Foundation Trust, we aim to be the best place to work, with the right staff in the right roles at the right time, to deliver exceptional patient care and experience.
We support staff through an inclusive and supportive workplace, health and well-being initiatives, staff benefits, and opportunities for personal and professional development.
We recruit based on values, and "Together we are North Tees & Hartlepool."
· Experience in complaints management, with the ability to evaluate information from multiple sources, make judgments, and provide high-quality responses in line with national standards and Trust policy.
· Ability to produce high-level reports.
· Proficiency in composing letters and emails.
· Manage corporate complaints with designated staff.
· Support the Survey Lead to ensure the Trust has an efficient electronic feedback system, including the Friends and Family Test.
This advert closes on Thursday 31 Jul 2025.
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