Job summary
The views of our local communities and people who use our services are important to us. We want to know when things have gone well, but also when we don't get things right, so that we can learn and improve. Led by the Group Associate Director of Patient Experience, the Patient Experience Team covers national surveys, local surveys, learning from complaints, carers, compliance with the accessible information standard, voluntary services, communication and veterans and is committed to making group wide improvements.
We are looking for a band 7 experienced patient experience officer for a 6-month fixed term contract to support the Group Associate Director of Patient Experience with a number of projects. Key projects requiring support are Carers, Veterans and Accessibility - with other opportunities available. There are many patient partnership opportunities ongoing at the Trust and more resource is needed to bring these projects forward. The post holder should be enthusiastic, motivated, committed to patient experience and learning through feedback, able to work on site and to travel between St George's and Epsom and St Helier Hospitals as needed. Applicants should have experience of Patient and Public Involvement initiatives, project management, creative and systems thinking, as well as being a graduate (or relevant experience) and be motivated to improve patient experience in an acute setting.
Main duties of the job
The Patient Experience and Partnership Lead is a key role in the Patient Experience team, providing leadership and guidance on all matters relating to patient experience, with a particular focus on patient feedback (Friends and Family Test, national and local surveys), patient and public partnership (involvement), carers, and patient information. Working with staff across the organisation, as well as with a range of external partners and stakeholders, the post holder will support the Group Associate Director of Patient Experience and Partnership and in ensuring the Trust meets statutory requirements in relation to patient experience, as well as its own objectives as part of the ongoing commitment to improving the experience of patients and carers.
The post is suitable for experienced managers with a background in public involvement/ engagement (or similar). Experience of the NHS, particularly in engagement and involvement, is desirable. They must be able to work effectively with people at all professional levels, both internally and externally, and be confident in providing leadership across the Trust.
About us
The Patient Experience Team is responsible for making sure that the Trust is listening to all forms of feedback, and that that feedback is acknowledged, recorded, shared and acted on as required; ensuring that opportunities for improvement are identified and changes are made in partnership with patients and carers.
The post holder will work closely with the Group Associate Director Patient Experience and Partnership to ensure that across the group patients, carers, other service users, local people and staff have the opportunity to share their views, raise concerns and get involved. The post holder will be the operational lead for patient and public partnership, including development of a robust infrastructure to enable patients, carers and the public to be involved as partners in decision making, service development and design, as well as supporting the growth of patient and carer forums.
Job description
Job responsibilities
Patient Feedback, including supporting the Group Associate Director of Patient Experience and Partnership with the Trusts participation in the national patient survey programme (CQC and NHS England surveys).
Patient and public partnership (involvement), including working under the guidance of the Group Associate Director of Patient Experience and Partnership, support the development of the Patient Experience Strategy.
Patient information, including supporting the Group Associate Director of Patient Experience and Partnership in the Trust journey towards co-designing information with patients as the gold standard.
Other responsibilities, include line management responsibility for the Patient Experience and Partnership Officers.
Job description
Job responsibilities
Patient Feedback, including supporting the Group Associate Director of Patient Experience and Partnership with the Trusts participation in the national patient survey programme (CQC and NHS England surveys).
Patient and public partnership (involvement), including working under the guidance of the Group Associate Director of Patient Experience and Partnership, support the development of the Patient Experience Strategy.
Patient information, including supporting the Group Associate Director of Patient Experience and Partnership in the Trust journey towards co-designing information with patients as the gold standard.
Other responsibilities, include line management responsibility for the Patient Experience and Partnership Officers.
Person Specification
Qualification And Training
Essential
- Educated to degree level or with equivalent level of relevant training and experience.
Desirable
- Project management training.
Experience
Essential
- Experience of managing delivery of or contributing to patient and public involvement initiatives, or equivalent experience of public engagement work.
- Experience of communicating difficult or complex information to healthcare professionals, patients and relatives
- Track record of engaging and working with a range of stakeholders, including community and specialist groups.
- Previous experience of leading teams and implementing changes.
- Proven ability in proactively solving problems.
- Ability to analyse data, identifying treExperience of co-producing information for a wide range of audiences.nds and disseminating information in an easily accessible way.
Desirable
- Experience of using an integrated risk management system.
- Developing, implementing and evaluating public engagement projects and campaigns.
- An understanding of the NHS Complaints Procedure
- Interest in systems thinking and experience of connecting related workstreams
Knowlwedge and skills
Essential
- Knowledge of how the NHS operates and an awareness of political issues/sensitivities.
- Ability to demonstrate effective communication and develop/maintain relationships.
- Able to handle sensitive and confidential data and to recognise the need for discretion and confidentiality.
- Resilience - able to work with people who may be distressed, and to discuss experiences of a sensitive nature.
- Able to use effectively Microsoft Office products.
- Ability to identify the need to escalate concerns to appropriate personnel to maintain patient safety.
Desirable
- Knowledge of audit methodologies and related IT systems.
Values and Behaviours
Essential
- Able to demonstrate behaviours and values in line with the Trust's Values
Person Specification
Qualification And Training
Essential
- Educated to degree level or with equivalent level of relevant training and experience.
Desirable
- Project management training.
Experience
Essential
- Experience of managing delivery of or contributing to patient and public involvement initiatives, or equivalent experience of public engagement work.
- Experience of communicating difficult or complex information to healthcare professionals, patients and relatives
- Track record of engaging and working with a range of stakeholders, including community and specialist groups.
- Previous experience of leading teams and implementing changes.
- Proven ability in proactively solving problems.
- Ability to analyse data, identifying treExperience of co-producing information for a wide range of audiences.nds and disseminating information in an easily accessible way.
Desirable
- Experience of using an integrated risk management system.
- Developing, implementing and evaluating public engagement projects and campaigns.
- An understanding of the NHS Complaints Procedure
- Interest in systems thinking and experience of connecting related workstreams
Knowlwedge and skills
Essential
- Knowledge of how the NHS operates and an awareness of political issues/sensitivities.
- Ability to demonstrate effective communication and develop/maintain relationships.
- Able to handle sensitive and confidential data and to recognise the need for discretion and confidentiality.
- Resilience - able to work with people who may be distressed, and to discuss experiences of a sensitive nature.
- Able to use effectively Microsoft Office products.
- Ability to identify the need to escalate concerns to appropriate personnel to maintain patient safety.
Desirable
- Knowledge of audit methodologies and related IT systems.
Values and Behaviours
Essential
- Able to demonstrate behaviours and values in line with the Trust's Values
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.
