Job summary
An exciting opportunity has arisen for a Quality Lead in Patient Experience and Complaints to join our Quality Governance Team.
This is an important, challenging and rewarding role with responsibility for providing leadership and expertise across the Trust for the process of complaint handling, response and resolution and for driving the patient experience agenda. Key to this role is ensuring that findings and outcomes are presented in a meaningful way to drive learning and improvement across the organisation.
Experience in delivering the complaints and patient experience agenda, managing staff and leading organisational wide projects is essential. You will have excellent verbal and written communication skills, be good at decision-making and planning and have the ability to develop and motivate staff to achieve appropriate outcomes.
Interviews will be held week commencing 05 May 2025. Exact date to be confirmed.
Main duties of the job
This role will drive the complaints and patient experience agenda, setting the strategic direction through effective leadership. The role includes leadership and management responsibility for the Assistance and Complaints and Patient Experience Team, to ensure they achieve key objectives within the Trust's patient experience and complaints agenda.
You will champion and engage staff in learning from patient insight across the Trust, including learning from excellence, identifying opportunities for improvement and turning insight into action. You will work closely with divisions to ensure that themes and trends from all sources of patient insight are incorporated into the overall patient experience profile and contribute to improving services.
Interviews will take place week commencing 05 May 2025. Exact date to be confirmed.
About us
CRH offers a wide range of exciting and rewarding opportunities for people who are passionate about providing exceptional patient care. Our People Plan shows how and why Chesterfield Royal Hospital is a great place to work.
To help us achieve our mission together, our 'Together as One' strategy and our 'People Plan' ensures everything we do aligns to ourTrust strategic priorities, all whilst following the Trust's 'CARE values': Compassion, ambition, respect and encourage.
The Trust is an equal opportunities employer.We welcome applications from all sections of the community, irrespective of age, race, colour, religion, belief, disability, nationality, ethnic origin, sexual orientation or marital status, carer status, social and employment status, HIV status, gender reassignment, political affiliation, or trade union membership.
Everybody is to be treated with dignity and respect; and we aim for our workforce to be representative of the population we serve and the wider community from which we recruit.
See our Equality Diversity and Inclusion page.
Job description
Job responsibilities
This role is responsible for leading the Trust's complaints and patient experience agenda, ensuring that work programmes reflect local and national priorities and are implemented consistently through the organisation.
The main responsibilities of the job are detailed in the attached job description.
Job description
Job responsibilities
This role is responsible for leading the Trust's complaints and patient experience agenda, ensuring that work programmes reflect local and national priorities and are implemented consistently through the organisation.
The main responsibilities of the job are detailed in the attached job description.
Person Specification
Qualifications and Training
Essential
- Educated to degree level in a relevant subject or have considerable relevant expertise
- Management qualification
- Conflict resolution and /or de-escalation training
- Evidence of continued professional development (CPD)
Desirable
- Educated to post-graduate level
- Communication skills training
- Quality Conversations / health literacy training
- Project management training / qualification
- Clinical Qualification
Experience
Essential
- Significant and demonstrable experience of working within public engagement, customer service and/or complaints - including resolving concerns, issues and queries
- Demonstrable experience of working in a fast-paced service delivery environment
- Significant experience of using methods to involve stakeholders
- Demonstrable experience of using quantitative and qualitative information to identify themes, trends and outliers to make experience/evidence-based judgements
- Leading quality improvement projects and change management
- Collaborating with staff at all levels to support wider learning and improvement, promoting a learning culture
- Delivering group training and presentations to audiences from different backgrounds
- Attending and participating in meetings to represent a team
- Extensive experience in managing and supporting staff, promoting individual development and leading on team development
Desirable
- Experience of working within NHS complaints, patient experience and/or quality governance/risk
- Experience of working within a clinical environment
- Experience of quality checking and constructively challenging complaints responses
- Risk management
- Policy and process development
Skills
Essential
- Demonstrable leadership skills with understanding of leadership styles, emotional intelligence and skills mix
- Managing qualitative and quantitative information, data analysis and statistical knowledge, including interpreting and triangulating information and communicating to a wide audience
- Ability to communicate complex and/or contentious information clearly to senior leaders, accurately and accessibly, both orally and in writing
- Ability to articulate written responses in a confident and credible manner, with attention to health literacy and plain English
- Proven high level report writing skills
- Good problem-solving skills
- Negotiation, mediation and persuasion skills
- Advanced IT skills, including competency with databases, spreadsheets and word processing, with the ability to summarise/analyse data in tables, charts and pivot tables
Desirable
- Advanced analytical skills
Knowledge
Essential
- High level understanding of the NHS Complaints Regulations and the role of the Parliamentary and Health Service Ombudsman
- High level understanding of patient experience processes and methodologies, in line with national NHS requirements (including co-production, co-development and co-design) and national reporting requirements (FFT, National Survey Programme, Surveys)
- Understanding of statutory obligations, regulations and standards relating to patient care and services
- Current knowledge of issues affecting the provision of healthcare services
- Understanding of issues and policies around equality, diversity and inclusion and health inequalities
Desirable
- Knowledge and understanding of medical terminology
- Knowledge of benchmarking tools within the NHS in relation to patient experience
- Understanding of Trust management policies and processes
Personal Attributes
Essential
- High level of diplomacy and tact
- High level of attention to detail
- Ability to assimilate multiple perspectives, including patients and the public
- Compassionate towards patients, public and staff
- Ability to engage and motivate others
- Ability to facilitate mixed groups of stakeholders on sometimes contentious or sensitive topics.
- Ability to react appropriately to unpredictable situations
- Ability to overcome barriers to understanding
- Resilience when dealing with sensitive situations
- Ability to work as part of a team or alone, using own initiative
- Ability to relate to all grades of professional staff
- Effective prioritisation, time management and workload management to achieve tasks and meet deadlines
- Aptitude for learning and willingness to develop
- Enthusiastic, resourceful and motivated
Desirable
Person Specification
Qualifications and Training
Essential
- Educated to degree level in a relevant subject or have considerable relevant expertise
- Management qualification
- Conflict resolution and /or de-escalation training
- Evidence of continued professional development (CPD)
Desirable
- Educated to post-graduate level
- Communication skills training
- Quality Conversations / health literacy training
- Project management training / qualification
- Clinical Qualification
Experience
Essential
- Significant and demonstrable experience of working within public engagement, customer service and/or complaints - including resolving concerns, issues and queries
- Demonstrable experience of working in a fast-paced service delivery environment
- Significant experience of using methods to involve stakeholders
- Demonstrable experience of using quantitative and qualitative information to identify themes, trends and outliers to make experience/evidence-based judgements
- Leading quality improvement projects and change management
- Collaborating with staff at all levels to support wider learning and improvement, promoting a learning culture
- Delivering group training and presentations to audiences from different backgrounds
- Attending and participating in meetings to represent a team
- Extensive experience in managing and supporting staff, promoting individual development and leading on team development
Desirable
- Experience of working within NHS complaints, patient experience and/or quality governance/risk
- Experience of working within a clinical environment
- Experience of quality checking and constructively challenging complaints responses
- Risk management
- Policy and process development
Skills
Essential
- Demonstrable leadership skills with understanding of leadership styles, emotional intelligence and skills mix
- Managing qualitative and quantitative information, data analysis and statistical knowledge, including interpreting and triangulating information and communicating to a wide audience
- Ability to communicate complex and/or contentious information clearly to senior leaders, accurately and accessibly, both orally and in writing
- Ability to articulate written responses in a confident and credible manner, with attention to health literacy and plain English
- Proven high level report writing skills
- Good problem-solving skills
- Negotiation, mediation and persuasion skills
- Advanced IT skills, including competency with databases, spreadsheets and word processing, with the ability to summarise/analyse data in tables, charts and pivot tables
Desirable
- Advanced analytical skills
Knowledge
Essential
- High level understanding of the NHS Complaints Regulations and the role of the Parliamentary and Health Service Ombudsman
- High level understanding of patient experience processes and methodologies, in line with national NHS requirements (including co-production, co-development and co-design) and national reporting requirements (FFT, National Survey Programme, Surveys)
- Understanding of statutory obligations, regulations and standards relating to patient care and services
- Current knowledge of issues affecting the provision of healthcare services
- Understanding of issues and policies around equality, diversity and inclusion and health inequalities
Desirable
- Knowledge and understanding of medical terminology
- Knowledge of benchmarking tools within the NHS in relation to patient experience
- Understanding of Trust management policies and processes
Personal Attributes
Essential
- High level of diplomacy and tact
- High level of attention to detail
- Ability to assimilate multiple perspectives, including patients and the public
- Compassionate towards patients, public and staff
- Ability to engage and motivate others
- Ability to facilitate mixed groups of stakeholders on sometimes contentious or sensitive topics.
- Ability to react appropriately to unpredictable situations
- Ability to overcome barriers to understanding
- Resilience when dealing with sensitive situations
- Ability to work as part of a team or alone, using own initiative
- Ability to relate to all grades of professional staff
- Effective prioritisation, time management and workload management to achieve tasks and meet deadlines
- Aptitude for learning and willingness to develop
- Enthusiastic, resourceful and motivated
Desirable
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).
