The Patient Experience Manager will provide expert professional leadership, supporting the Lead for Patient Experience & Engagement in the implementation and evaluation of the Trust's Patient Experience Strategy.
They will manage the day-to-day operations of the Complaints and PALS teams, ensuring all statutory responsibilities are met and that there is a comprehensive framework for effective complaints, concerns, and compliments management.
The post holder will support the Trust in identifying learning from PALS and complaints feedback to continually improve service quality, and will respond to themes and learning from complaints, PALS, patient safety, and risk.
We are seeking an exceptional leader who is experienced, innovative, and committed to enhancing patient experience and engagement. This key role supports the Patient Experience & Engagement Lead, Heads of Nursing, Midwifery & Allied Health Professionals, and Clinical Service Line Teams. The post is within the Bedfordshire Hospitals Corporate Nursing Team.
The role involves reporting to the Lead for Patient Experience and Engagement, providing quarterly updates on patient and carer experience objectives, and contributing to annual reports to the Trust Board.
Responsibilities include supporting the development and management of a Patient Experience Council (PEC), attending relevant committees, and delivering patient and carer stories at Trust Board meetings to inform organizational understanding.
The manager will lead specific projects and work streams to improve patient and carer experience, develop initiatives for seldom-heard groups, and foster patient experience networks to share best practices regionally and nationally.
Additionally, the role involves producing a patient experience communication plan to ensure timely feedback, action, and sharing of performance metrics, including compliance with external standards like the CQC.
Bedfordshire Hospitals NHS Foundation Trust serves a population of approximately 700,000 across Bedfordshire and surrounding areas, with hospital sites in Bedford and Luton offering key services such as A&E, maternity, and paediatrics. The Trust is committed to high-quality patient care, staff wellbeing, and staff development, providing access to extensive training and career growth opportunities.
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