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Job overview
Are you passionate about ensuring that patients are at the centre of our everything we do? Do you believe in the importance of increasing patient voice and influence in the Trust?
The Head of Patient Experience leads a number of teams within the Trust including complaints, patient survey, PALS and patient and public involvement. They also co-lead a small team with patient safety who focus on learning and service improvement. The post is responsible for all reporting for the department.
The Head of Patient Experience takes a strategic lead on patient and public involvement within the Trust and is often involved in a number of projects and initiatives around service development and improvement or strategy work. The role involves working with a wide range of internal and external stakeholders, staff and volunteers as well as patients and members of the public.
Main duties of the job
Oversight and leadership of the teams within the Patient Experience Department.
Ensuring compliance with complaints standards and timescales, and compliance with PHSO Complaints Framework.
Working with other departments to enact learning and improvement generated from patient experiences.
Lead and advise on co-production and patient and public engagement for the Trust.
Accurate and timely reporting of patient experience data across all patient experience teams including performance, trends and identification of learning and improvements.
Engaging with executive and non executive directors as well as leaders at all level throughout the organisation to help increase patient voice and impact in the Trust.
Working for our organisation
You'll have the opportunity to work in one of the most diverse regions in the country, with the vibrant capital city just a stone's throw away and the invigorating North Sea coast to the east.
The East of England offers a unique blend of innovation and opportunity, surrounded by picturesque countryside, historic towns, and quick access to both the bustling capital and serene coastlines.
At EEAST we bring together all our skills to provide 24 hour, 365 days a year urgent care to those in need of emergency and non-emergency medical treatment and transport in Bedfordshire, Hertfordshire, Essex, Norfolk, Suffolk and Cambridgeshire.
We are always looking to innovate our approaches and work together to offer the best possible patient care across our counties.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications from under-represented groups, such as Black, Asian, or other ethnic groups, individuals with a Disability, or LGBTQ+ individuals who meet the specific criteria.
We at EEAST want to support our employees achieve a balance between work and other priorities, such as caring responsibilities, family commitments, further learning, and other interests. We therefore welcome flexible working requests.
Detailed job description and main responsibilities
1. Provide leadership, expert advice and resource on patient experience improvement methodology and delivery.
2. To be a credible and knowledgeable representative of the Trust, leading and maintaining an overview of matters arising with the Public Health Service Ombudsman and representatives.
3. To manage the systems processes that support patient experience management ensuring compliance with external and legal requirements.
4. To manage the commissioning, management of internal and external investigations providing support and advice to facilitate their timely completion and maximise the opportunities to learn.
5. The post holder will ensure the development and co-ordination of high-quality service user/carer/public feedback systems to monitor progress against a variety of internal Trust expectations and national standards, as well as demonstrate learning from feedback.
6. Meeting with complex complainants, overseeing information gathering and managing delivery of extremely sensitive information.
7. To work with the services to ensure that action plans derived from the management of the incident investigation are developed with a high level of efficacy.
8. Ensure that the Patient Experience and Public Involvement is fully integrated with all relevant Trust programmes and initiatives.
9. Champion and promote quality as a key focus within the Trust and across the health system to improve clinical productivity and effectiveness.
10. Provide senior project management, planning and change management knowledge and expertise to ensure that the wider quality improvement programme is successfully delivered in line with the programmes timescales
11. Contribute to the planning, managing and overseeing the delivery of a number of multidisciplinary quality improvement projects and initiatives to achieve a beneficial change to Patient Experience and safety in line with the quality objectives of the organisation and national safety priorities.
12. Liaise with operational / corporate leads to Agree and achieve deliverables, as appropriate.
13. Provide expert advice to senior clinicians/managers on management of patient experience including incident investigation and patient and public involvement.
14. To engage proactively with CQC representatives, ensuring that queries and requests are managed appropriately, to a high standard and in a timely manner
15. .Being accountable and responsible for relevant CQC Key Lines Of Enquiry, ensuring that evidence based assurance is provided.
16. .To engage with specialty Networks on a national and regional level as a representative of the Trust.
17. Meeting with complex complainants, overseeing information gathering and managing delivery of extremely sensitive information.
18. Proactively manage stakeholders including volunteers.
19. Be able to explain strategy and organisational decisions in relation to patient experience and patient and public involvement matters to everyone in the organisation.
20. Maintain robust risk assessment, management and assurance processes that meet local and national standards and that are aligned to Trust governance processes and standards.
21. Support the planning, delivery and facilitation of improvement events and opportunities for experiential learning for large and small groups including Board members.
22. Take a lead role in the identification and development of opportunities for training, support, coaching and mentoring staff in quality improvement techniques to build capacity and capability for improvement organisation-wide.
·Where appropriate develop policy and strategy. Ensure that corporately agreed policies, strategies and priorities are reflected in planning and execution of them such that the Trust Values are integral to the content of them.
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Person specification
Experience of Patient Experience work
Essential criteria
23. At least 3+ years of working in a patient experience capacity
24. Ability to understand and report on large scale data
25. Understanding of governance and mandatory requirements around complaints
26. Demonstrates ability to identify themes, trends and learning from patient feedback
Desirable criteria
27. Experience of public involvement work
28. Experience of advocating for patients within an organisation
Management skills and ability
Essential criteria
29. At least 3 years + managing teams
30. Experience of managing change process
31. Experience of performance management
Desirable criteria
32. Secondary line management experience
33. Experience in managing volunteers
34. Previous involvement in strategy development work
35. Experience of policy setting and development
Patient Focus
Essential criteria
36. Demonstrates a passion for patient centred service improvement
37. Experience of co-production work
38. Confident in speaking with and engaging patients and members of the public
Desirable criteria
39. Previous examples of championing patient voice/influencing change based on patients feedback or views
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Candidates who require a Skilled Worker visa to work in the United Kingdom can determine the likelihood of obtaining a Certificate of Sponsorship for this position by assessing their circumstances against the criteria specified on the Check if you need a UK visa - website. We encourage all applicants to review these criteria carefully to understand their eligibility for sponsorship.
References and Employment History: All references from current and previous employers, will be sought via their Human Resources Department and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and email address of the Human Resources Department and indicate your current/previous line manager and their departmental details.
All appointments will be subject to currently having a clean disciplinary record.
Please be advised that a No Smoking Policy is in operation throughout the Trust.
Guaranteed Interview Scheme - Under the Trust's commitment 'Positive about Disabled People', if you consider yourself as having a disability and you meet the minimum selection criteria for any post, you will get an automatic interview. By minimum selection criteria we mean that you must provide us with evidence in your application form which demonstrates the essential requirements as set out in the person specification and advertisement for a post.
We aim to represent and value the diversity of our local communities through our workforce and service provision. We therefore positively encourage applications, regardless of age, race, religion & belief, sex, gender reassignment, sexual orientation, marriage & civil partnership, pregnancy & maternity or disability.