Job summary
Patient
Experience Manager Band 7 -
An exciting opportunity has arisen
for an innovative, dynamic and highly motivated professional, who is passionate
about improving experiences for patients, carers, families and visitors, to lead and manage our Patient Experience
Team.
We are looking
for someone who has patient facing
experience, excellent interpersonal skills who is compassionate, kind and
empathetic and understands the importance of delivering patient centred
outstanding care. Understanding the importance of listening and learning from
the experiences of our patients.
If successful you will lead and provide
line management to the Patient Advice and Liaison
Service (PALS) Supervisor, who leads the Trusts PALS service (Inc. Volunteers
and bereavements support). You will be writing formal complaints as part of
your role.
You will be
responsible for working with directorates to deliver our strategic person centered
patient experience objectives and will lead or support on a range of patient
experience initiatives across the Trust. Including membership of our Public Patient Involvement and Patient Experience
Carers Groups.
We can
promise you a supportive working environment valuing your contribution and
ideas. You will be an influential voice in shaping and delivering on the NHS Patient
Experience and Engagement agenda.
Main duties of the job
Lead
on analysis, triangulation of information obtained from compliments, patient
experience surveys, complaints, bereavement support and other forms of patient
and public engagement. Developing robust
action plans to improve quality of our care.
Manage the day-to-day complaints processes, speaking to complainants
and writing formal complaints.
Support
the implementation of the Trusts Patient Experience and Engagement Strategy.
Act as line manager for the PALS Supervisors (who manages 2 staff).
To
act as an expert resource in seeking out, understanding, identifying
improvements and responding to the voice of patients, carers and families.
Support
the translation and interpretation service contract, quality review and
invoices.
To
evaluate the service and experience using a variety of quality improvement
methodologies, surveys and other feedback mechanisms to ensure we learn from
our stakeholders, whether they be patients, carers or staff.
Benchmark
against national and local strategies to ensure the Trust is up-to-date in its
practice.
Working within our Patient Experience
team will at times be emotional as you are given privileged access to our
patients and carers lived experiences, but equally the work is uplifting and
inspiring as you use patients experience to develop and improve our services
and care.
About us
Royal Papworth Hospital NHS
Foundation Trust is the UK's leading heart and lung hospital, delivering care
to more than 50,000 patients a year in its new state-of-the-art hospital in
Cambridge.
We perform the most heart
and/or lung transplants in the UK and carried out the UK's first successful
heart transplant in 1979. It also offers emergency heart attack treatment,
sleep centre care and is one of just five centres nationally for those in
severe respiratory failure. Based on the Cambridge Biomedical Campus the
largest centre of medical research and health science in Europe the Trust is
at the heart of treatments of the future.
Royal Papworth became the first
hospital trust in the country to be rated outstanding in all five areas
assessed by the Care Quality Commission - a rating it still holds today.
The Trust holds its values
of compassion, excellence and collaboration at
its core, and all colleagues joining the team are expected to uphold these in
their day-to-day roles and interactions.
Royal Papworth is proud of its
diverse workforce and encourages people to embrace their individuality. The
Trust values difference and welcomes all
applications irrespective of age, disability, gender reassignment, marriage and
civil partnership, pregnancy and maternity, race, religion and belief, sex and
sexual orientation. Providing they meet the minimum post criteria, applicants
with disabilities will be offered an interview.
For a street view tour: https://royalpapworth.nhs.uk/virtual-tour
Job description
Job responsibilities
On this page you
will find a Role Profile which provides information about the hospital and full
details about the role. We recommend
that you review this and refer to it as you complete your application. Please ensure you evidence in the Essential
Criteria how you uphold the Trust Values Compassion Excellence Collaboration. If you would like more
information about the role or working at Royal Papworth Hospital, please get in
touch with the contact for this role.
Job description
Job responsibilities
On this page you
will find a Role Profile which provides information about the hospital and full
details about the role. We recommend
that you review this and refer to it as you complete your application. Please ensure you evidence in the Essential
Criteria how you uphold the Trust Values Compassion Excellence Collaboration. If you would like more
information about the role or working at Royal Papworth Hospital, please get in
touch with the contact for this role.
Person Specification
Qualifications
Essential
- Masters level qualification (or specialist knowledge through equivalent qualification / experience)
- Evidence of continued learning and professional development
Desirable
- Hold NMC or equivalent professional registration
Experience and Skills
Essential
- Relevant experience of working within a Clinical Governance area (PALS, complaints / Patient Safety /Quality Improvement/ Risk / Audit etc)
- Experience in Patient and Public engagement/co-production including measurement of patient experience.
- Good working knowledge and understanding of patient experience and patient involvement approaches.
- Experience of report writing articulating complex and sensitive data
- Previous experience of working closely with clinicians of varying seniority
- Experience of managing and leading individuals/teams.
- A track record in delivering presentations and developing and delivering training
- Experience of policy development
- Experience of analysing and benchmarking data
- Strong, responsive and person-centred communication skills and the ability to respond verbally to complainants on the telephone and in writing, demonstrating a compassionate and professional approach.
- Ability to provide a sensitive, caring and empathetic environment and service to bereaved families.
- Ability to provide expert advice and support relating to the complaints process and a wide range of clinical governance processes
- Ability to analyse complex information and facts requiring interpretation and comparison to a wide range of options to investigation and or response to a complaint
- Excellent letter writing skills with a high level and consistent attention to detail.
- Ability to present information clearly and concisely.
- Demonstrate a commitment towards developing own skills and expertise in all aspects of patient experience
Desirable
- Experience of Quality Improvement methodologies
- Experience of management/ quality assurance around NHS complaints/concerns.
- Experience of negotiation and influencing skills
- Datix software experience
Knowledge
Essential
- In depth knowledge of the Friends and Family Test survey and the mandatory reporting requirements.
- Specialist Knowledge and experience of the NHS PALS and Complaints Standards/Regulations and a comprehensive understanding of all aspects of the PALS and complaints management processes
- Computer literate -Microsoft Office (Word, Excel, PowerPoint etc.)
Values and Behaviours
Essential
- Evidence ability to uphold the Trusts values Compassion Excellence Collaboration
Other
Essential
- Self-motivated and able to motivate and influence others.
- Ability to work independently and as part of a team.
- Willingness to undertake additional responsibilities to support the organisation as required that are commensurate with the seniority and experience of the post
- Ability to work in busy environments.
- Able to travel to Huntington base on ad hoc bases.
Person Specification
Qualifications
Essential
- Masters level qualification (or specialist knowledge through equivalent qualification / experience)
- Evidence of continued learning and professional development
Desirable
- Hold NMC or equivalent professional registration
Experience and Skills
Essential
- Relevant experience of working within a Clinical Governance area (PALS, complaints / Patient Safety /Quality Improvement/ Risk / Audit etc)
- Experience in Patient and Public engagement/co-production including measurement of patient experience.
- Good working knowledge and understanding of patient experience and patient involvement approaches.
- Experience of report writing articulating complex and sensitive data
- Previous experience of working closely with clinicians of varying seniority
- Experience of managing and leading individuals/teams.
- A track record in delivering presentations and developing and delivering training
- Experience of policy development
- Experience of analysing and benchmarking data
- Strong, responsive and person-centred communication skills and the ability to respond verbally to complainants on the telephone and in writing, demonstrating a compassionate and professional approach.
- Ability to provide a sensitive, caring and empathetic environment and service to bereaved families.
- Ability to provide expert advice and support relating to the complaints process and a wide range of clinical governance processes
- Ability to analyse complex information and facts requiring interpretation and comparison to a wide range of options to investigation and or response to a complaint
- Excellent letter writing skills with a high level and consistent attention to detail.
- Ability to present information clearly and concisely.
- Demonstrate a commitment towards developing own skills and expertise in all aspects of patient experience
Desirable
- Experience of Quality Improvement methodologies
- Experience of management/ quality assurance around NHS complaints/concerns.
- Experience of negotiation and influencing skills
- Datix software experience
Knowledge
Essential
- In depth knowledge of the Friends and Family Test survey and the mandatory reporting requirements.
- Specialist Knowledge and experience of the NHS PALS and Complaints Standards/Regulations and a comprehensive understanding of all aspects of the PALS and complaints management processes
- Computer literate -Microsoft Office (Word, Excel, PowerPoint etc.)
Values and Behaviours
Essential
- Evidence ability to uphold the Trusts values Compassion Excellence Collaboration
Other
Essential
- Self-motivated and able to motivate and influence others.
- Ability to work independently and as part of a team.
- Willingness to undertake additional responsibilities to support the organisation as required that are commensurate with the seniority and experience of the post
- Ability to work in busy environments.
- Able to travel to Huntington base on ad hoc bases.
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.
