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 Complaints and PALS teams, ensuring statutory responsibilities are met and a comprehensive framework for complaints, concerns, and compliments management is in place.
The post holder will support the Trust in learning from PALS and complaints feedback to improve service quality and respond to themes and learning from complaints, PALS, patient safety, and risk.
We seek an experienced, innovative leader 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 within the Bedfordshire Hospitals Corporate Nursing Team.
Responsibilities include reporting to the Lead for Patient Experience and Engagement, updating on patient and carer experience objectives quarterly, and supporting the development of a Patient Experience Council (PEC). The role involves delivering patient and carer stories for Trust Board and other forums, leading projects to improve patient experience, and developing initiatives for seldom-heard groups.
The post also involves developing patient experience networks, producing communication plans, and ensuring feedback mechanisms are effective and visible, including performance against external indicators like CQC standards.
Bedfordshire Hospitals NHS Foundation Trust serves around 700,000 people across Bedfordshire and surrounding areas, offering services such as A&E, Obstetrics-led Maternity, and Paediatrics. The Trust values staff wellbeing and offers high-quality training and development opportunities.
Our core values focus on inclusive recruitment, equality, and diversity. The role includes line management of the Complaints, PALS, and Patient Experience teams, ensuring effective processes for complaints and feedback, and providing education and training on patient experience.
The Manager will ensure patient and carer views influence service decisions, collaborate with the communications team for accessible patient information, and work with the quality governance team to improve incident reporting systems.
#J-18808-Ljbffr