2274 - Patient and Carer Experience Lead

Barnsley Hospital NHS Foundation Trust

The closing date is 22 December 2024

Job summary

Interviews to be held 13/01/2025

An exciting opportunity has arisen for a Patient and Carer Experience Lead to join the Patient Experience and Voluntary Services team. In this role you will help drive the Patient Experience agenda by leading and delivering on programmes of work identified through patient and engagement workstreams.

You will also

Manage the NHS Friends & Family Test ensuring that Trust performance targets are achieved and scoping new and innovative approaches to implementation

Manage the implementation of local surveys and the reporting on national patient experience surveys, including wider patient feedback mechanisms.

Manage and improve the quality of patient information resources through the expansion of the patient information database.

Support the implementation and review of Trusts policies which impact on the experience of patients

Establish links with patients and the public, key stakeholders internal and external to the Trust to ensure that patient feedback is used to inform service delivery and the wider service transformation programme.

Work collaboratively with CBUs on service improvement in line with wider drivers around service transformation.

Work collaboratively on work-streams to improve access for patients with protected characteristics and to support equality and diversity priorities.

Main duties of the job

The Patient and Carer Experience Lead will support CBUs to drive service improvement and enhance patient experience, based on feedback, across their relevant services

To achieve this the Patient and Carer Experience Lead must have

The ability to work with patients and staff in an inclusive, collaborative way to improve the experience of patients using our services.

The ability to work with challenging individuals and groups.

An ability to work with challenging individuals and groups.

Excellent verbal and written communication skills.

Persuading and influencing skills.

Ability to work independently and as part of a team.

An ability to analyse data and present this in different formats to influence service delivery.

Group facilitation skills

Excellent organisational skills.

Consideration and compassion for others.

High levels of emotional intelligence.

The successful candidate will also demonstrate the Trust Values and Behaviours.

This is a fantastic opportunity to join a well-functioning, driven and evolving team to drive improvements in Patient Experience across the Trust.

About us

Please note that the Trust reserves the right to close a position early.

Barnsley Hospital NHS Foundation Trust is a high performing Trust achieving a Good rating in our most recent Care Quality Commission (CQC) assessment and achieving significant progress in the delivery of our strategic objectives. We are proud of the commitment of our staff to ensuring a strong and sustainable future for this organisation which is highly valued by our local communities.

There has never been a better time to join Barnsley Hospital. It is moving at pace and a we can do this attitude is evident right through the organisation, where staff are engaged for change and committed to being part of the journey to sustainability and growth.

Barnsley Hospital NHS Foundation Trust is committed to promoting equality of opportunity and fair treatment to all applicants regardless of race, nationality, ethnic origin, gender, marital status, mental or physical disability, religion or belief, sexual orientation, age or offending history.

The cost of the DBS (criminal records check) for Band 6 and above roles only will be met by the successful candidate(s) through salary deduction.

Certificates of Sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link below to check your eligibility Check if you need a UK visa - GOV.UK (www.gov.uk), band 2 and 3 roles are no longer eligible for sponsorship.

Date posted

05 December 2024

Pay scheme

Agenda for change

Band

Band 5

Salary

£29,970 to £36,483 a year pro/rata

Contract

Permanent

Working pattern

Full-time

Reference number

C9163-2274E-12-24

Job locations

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Job description

Job responsibilities

Job Description forPatient & Carer Experience Lead

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Job description

Job responsibilities

Job Description forPatient & Carer Experience Lead

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Person Specification

Knowledge and Awareness

Essential

Knowledge and understanding of theory, methodologies, frameworks and tools relating to patient experience/service improvement.
Understanding of NHS policy and the operation of the NHS and wider health and social care economy.
Knowledge of NHS regulatory policies/procedures and legislation.
Knowledge of the quality improvement agenda within the NHS.
NHS Complaints procedures and PALS service delivery.
Experience in data capture, analysis and reporting relating to service delivery/patient experience.
Computer literate with demonstrable experience of using Microsoft Office packages, e.g Word, Excel, Access, PowerPoint, internet access, email.

Desirable

Demonstrable experience of influencing decision making within an organisation.
Knowledge of using risk management software packages to report on emerging trends and themes from wider patient feedback mechanisms.

Qualifications

Essential

Educated to degree level or equivalent experience of working within a patient experience or service improvement environment in the NHS within the Acute sector.

Value-based questions

Essential

In around 100 words please describe what Equality & Diversity means to you and why they are important.
In around 100 words please describe an example of where you have helped to improve the service of a department.

Experience

Essential

Experience of working with patient, public and staff to improve and inform service delivery and improvement within the NHS.
Experience of working within an Acute Hospital/provider environment.
Experience of customer service delivery/methodology to drive improvement in service delivery.
Experienced in using data capture, analysis and reporting methods to inform service delivery/improvement.

Desirable

Experience of working in service improvement/audit/customer service functions within the NHS.

Person Specification

Knowledge and Awareness

Essential

Knowledge and understanding of theory, methodologies, frameworks and tools relating to patient experience/service improvement.
Understanding of NHS policy and the operation of the NHS and wider health and social care economy.
Knowledge of NHS regulatory policies/procedures and legislation.
Knowledge of the quality improvement agenda within the NHS.
NHS Complaints procedures and PALS service delivery.
Experience in data capture, analysis and reporting relating to service delivery/patient experience.
Computer literate with demonstrable experience of using Microsoft Office packages, e.g Word, Excel, Access, PowerPoint, internet access, email.

Desirable

Demonstrable experience of influencing decision making within an organisation.
Knowledge of using risk management software packages to report on emerging trends and themes from wider patient feedback mechanisms.

Qualifications

Essential

Educated to degree level or equivalent experience of working within a patient experience or service improvement environment in the NHS within the Acute sector.

Value-based questions

Essential

In around 100 words please describe what Equality & Diversity means to you and why they are important.
In around 100 words please describe an example of where you have helped to improve the service of a department.

Experience

Essential

Experience of working with patient, public and staff to improve and inform service delivery and improvement within the NHS.
Experience of working within an Acute Hospital/provider environment.
Experience of customer service delivery/methodology to drive improvement in service delivery.
Experienced in using data capture, analysis and reporting methods to inform service delivery/improvement.

Desirable

Experience of working in service improvement/audit/customer service functions within the NHS.

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.