Job overview The role of the Safe and Compassionate Care Team is to effectively manage a diverse range of clinical service governance across a large geographical area. It ensures that the safety, quality and effectiveness of systems/processes and relationships are coordinated and delivered to their optimum at all times. The Safe and Compassionate Care Team needs to remain flexible and responsive, supporting varying levels of clinical need and demand throughout the Trust. Advert To lead the delivery and management of the Experience of Care Team (Patient Advice and Liaison Service (PALS), patient and carer experience and complaints) component of the Safe and Compassionate Care Team. Directly line manage the Volunteer Coordinator, Family Liaison Practitioner, Lived Experience Lead for Experience of Care and Experience of Care Coordinator. To ensure the patient and carer feedback processes and information systems are robust. To provide timely, accurate reports as required relating to PALS, patient and carer experience and complaints. Working for our organisation Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,900 staff, and serving a population of over 768,400, our people lie at the heart of everything we do. You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of ‘outstanding’ for well-led and ‘good’ overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We’re really proud of this! We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff. Whether you’re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire has a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life. Visit beinlincolnshire.com to find out more. Detailed job description and main responsibilities To communicate clearly and effectively with all relevant internal and external staff and representatives regarding on-going experience of care functions and processes. To manage and maintain the participation of members of staff and patients in organisation-wide initiatives and requirements. To identify themes/trends in complaints/claims over time and advise regarding action needed. To develop, create and author a broad range of reports as required by the Trust Board, operational Directorate and other stakeholders such as the commissioners. To work will all staff on obtaining feedback on patient and carer satisfaction with service provided by the Trust. Responsible for the local implementation of patient feedback procedural / policy changes across the organisation. To work with staff across the organisation in actively promoting local resolution to complex situations/complaints where the post holder is required to analyse and interpret the situation to evaluate the best way forward from the range of possible options. To provide practical support in stressful and difficult situations and with the handling of challenging behaviours. As an ethical recruiter we will not pursue applications from red list countries as defined by the World Health Organisation. In order to pursue and apply for this role you must have UK NHS experience. We reserve the right to withdraw or close a vacancy at any time. We will give priority to employees who are at risk.