Job summary
An exciting opportunity has arisen to join the Integrated Governance Team as the Patient Experience Manager.
This is a key critical role, within the Clinical Governance Team and we are looking forward to working with somebody who is innovative, a great communicator and strives for positive patient experiences.
The post holder will be supported by the Head of Safety, Risk and Patient Experience, their main function will be to provide leadership and direction to the Patient Experience Team to ensure they are delivering on the needs of the organisation for patient experience and engagement.
The post holder must be able to demonstrate excellent communication skills, leadership, a positive outlook, enthusiasm and the ability to learn and develop new skills.
This is a full-time post working 37.5 hours per week.
Main duties of the job
Lead and develop an identifiable, accessible and values-based Complaints and Patient and Family Engagement and Feedback services that responds promptly, effectively and efficiently to resolve concerns and complaints raised by patients, relatives and service users and drives improvement across the Trust. The post holder will require the ability to develop strong working relationships with Care Groups in order to provide a responsive customer focused approach which supports patients and their families, and oversee the Trust's Carers Strategy, leading to demonstrable change and meeting Key Performance Indicators set by the Executive Board. The Manager will lead the teams under the Patient Experience umbrella, providing support and expert guidance to team members.
The post holder will develop policies, procedures and practices that enable the Trust to comply with the Local Authority Social Service and NHS Complaints Regulations (2009) and best practice recommendations. They will provide the Head of Patient Safety, Risk and Patient Experience, with the reporting and triangulation of patient experience information and feedback from a diverse range of sources and ensure efficient and proactive processes exist for trust wide learning from patient feedback using an evidence based governance framework.
They will oversee patient feedback platforms and consistently innovate using the patient voice to influence operational decision making.
About us
The Royal Cornwall Hospitals NHS Trust (RCHT) is the main provider of acute and specialist care services in Cornwall and the Isles of Scilly. We serve a population of around 500,000 people - a figure that can increase significantly with
visitors during the busiest times of the year. We employ approximately 6,700 staff and have a budget of approximately £580 million.
We are a teaching hospital in partnership with the University of Exeter Medical School, University of Plymouth School of Nursing and Midwifery, and Peninsula Dental School.
The Knowledge Spa on the Royal Cornwall Hospital site is the base for medical and nursing as well as ongoing education for health professions in clinical and non-clinical roles.
Keeping at the forefront of medical advances, we are continually developing our clinical services as well as our facilities and are committed to maximising the range of specialist care that can be offered locally. Allied to this is a growing reputation for research and innovation.
Job description
Job responsibilities
Please see the main job description for a full list of the job description and main responsibilities
To oversee team members to deliver requirements and support the delivery of day to day activities, projects and programmes of the Complaints, Engagement and Carers services, providing direct line management to service managers.
To manage team and drive delivery of a range of business initiatives and projects, meeting statutory requirements and providing an effective, responsive any dynamic service.
To monitor, interpret and quality assure progress against deliverables that often require adjustments specifically in relation to the complex corporate agenda and strategic objectives.
To develop policies and procedures in line with the national and local agenda, nationally mandated regulations and NHS Constitution, providing expert strategic advice and guidance on all areas of the required portfolio.
Nominated lead for Complaints, Engagement and Carers Strategies under the wider Patient Experience Strategy, formulating appropriate workplans and informing the Patient Experience Committee Group agenda and objectives.
Quality assurance and consistent approach of complaint investigation processes and responses from conception to closure in line with local policy and national regulations.
Drafting detailed reports summarising status on issues, appraising outcomes, and providing progress reports for the Head of Department and Trust Board, and external agencies ie NHS England.
Job description
Job responsibilities
Please see the main job description for a full list of the job description and main responsibilities
To oversee team members to deliver requirements and support the delivery of day to day activities, projects and programmes of the Complaints, Engagement and Carers services, providing direct line management to service managers.
To manage team and drive delivery of a range of business initiatives and projects, meeting statutory requirements and providing an effective, responsive any dynamic service.
To monitor, interpret and quality assure progress against deliverables that often require adjustments specifically in relation to the complex corporate agenda and strategic objectives.
To develop policies and procedures in line with the national and local agenda, nationally mandated regulations and NHS Constitution, providing expert strategic advice and guidance on all areas of the required portfolio.
Nominated lead for Complaints, Engagement and Carers Strategies under the wider Patient Experience Strategy, formulating appropriate workplans and informing the Patient Experience Committee Group agenda and objectives.
Quality assurance and consistent approach of complaint investigation processes and responses from conception to closure in line with local policy and national regulations.
Drafting detailed reports summarising status on issues, appraising outcomes, and providing progress reports for the Head of Department and Trust Board, and external agencies ie NHS England.
Person Specification
Qualifications
Essential
- Education to degree level standard or equivalent specialist knowledge and/or experience in patient/customer experience and/or governance related field
- Evidence of recent or ongoing training and development in leadership and management.
practical and Intellectual Skills
Essential
- Excellent communicator at all levels, orally, listening and in writing.
- Good working knowledge of DATIX.
- Ability to analyse and compare complex options based on knowledge and experience, and make judgements and decisions involving complex facts.
- Has good understanding of the principles of risk, incident and change management.
- Well-developed/Advanced keyboard and IT skills including Outlook, Word, Excel, PowerPoint
- Excellent organisational, time management and prioritisation skills
Desirable
Disposition/Adjustment/Attitude
Essential
- Problem solver with sensitivity to contentious issues
- Strong team player who works effectively with other team members and is supportive of them
Experience
Essential
- Substantial experience working in the NHS in a relevant or related field
- Demonstrable experience in managing a team through change
- Demonstrable experience in dealing with patients and members of the public in sometimes difficult and confrontational situations.
Desirable
- Demonstrable experience in working directly with clinicians, managers, and other staff on patient related concerns.
Person Specification
Qualifications
Essential
- Education to degree level standard or equivalent specialist knowledge and/or experience in patient/customer experience and/or governance related field
- Evidence of recent or ongoing training and development in leadership and management.
practical and Intellectual Skills
Essential
- Excellent communicator at all levels, orally, listening and in writing.
- Good working knowledge of DATIX.
- Ability to analyse and compare complex options based on knowledge and experience, and make judgements and decisions involving complex facts.
- Has good understanding of the principles of risk, incident and change management.
- Well-developed/Advanced keyboard and IT skills including Outlook, Word, Excel, PowerPoint
- Excellent organisational, time management and prioritisation skills
Desirable
Disposition/Adjustment/Attitude
Essential
- Problem solver with sensitivity to contentious issues
- Strong team player who works effectively with other team members and is supportive of them
Experience
Essential
- Substantial experience working in the NHS in a relevant or related field
- Demonstrable experience in managing a team through change
- Demonstrable experience in dealing with patients and members of the public in sometimes difficult and confrontational situations.
Desirable
- Demonstrable experience in working directly with clinicians, managers, and other staff on patient related concerns.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
.png){kind=logo}
