Job summary
Patient Experience Lead - Band 7 - 37.5 hours - Permanent role
An exciting opportunity has arisen within the Corporate Nursing and Integrated Governance Unit for a highly motivated and enthusiastic Patient Experience Lead. You will require commitment, passion and motivation in order to support the team in delivery of high quality care. You will also need vision and excellent organisational skills. To succeed in the role you will need to have excellent communication and interpersonal skills to enable you to work with varying groups including managers, clinicians and administrative colleagues as well as patients, carers and key stakeholders across the health and social care community. You will need to be able to demonstrate that you can lead and motivate a team alongside excellent time management skills as you will need to balance the demands of a very busy workload.
If you believe you have the skills, enthusiasm and ambition to join our team, we would love to hear from you.
Main duties of the job
This role encompasses patient and service user experience, carers, patient stories friends and family test across community and acute services. This involves actively leading and delivering an effective, high quality patient experience programme across the Trust, with a strong emphasis on continuous learning. The post holder will be essential to delivering the Trust's strategy in relation to patient experience, namely Our Approach to Delivering Excellent Experience for People who use our services.
The post holder will also provide support to the divisions to ensure that external inspections have appropriate action plans and that corrective actions have been complete with an associated follow up audit planned (as required), linking with Divisional Governance Leads to ensure this happens.
The post holder will lead and support the delivery of an effective, high quality patient experience and involvement programme across the organisation in line with the organisations strategy to deliver excellent experience for people who use our services. Support will also be provided to the clinical and professional leads in patient experience and involvement. This includes acting as a central point for the division and an expert for queries and information on all matters relating to patient experience and involvement. This requires leading, involvement, coordination and participation in internal and external meetings, conferences and workshops.
About us
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of quality services both within the hospital and across our community for both adults and children.Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate & these are:
- Safety
- Care
- Respect
- Communication
- Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ people & Disabled people.
We recognise that flexible working is important. We take requests for flexible working seriously, consider any request we receive and try to work with you, so we can explore if your request may fit with the needs of the service.
Job description
Job responsibilities
- To work closely with the specialty leads for governance and divisional management team across community and acute services on all matters pertaining to patient experience.
- To monitor feedback and identifying trends where appropriate to the wider Trust governance meetings.
- Identify and promote service improvements within the division and Trust wide.
- Lead on the capture of patient stories and sharing these across the organisation
- To support transformational projects within the division involving patients, families and carers to achieve improved clinical outcomes and efficiencies.
- To oversee the delivering of the priorities listed within the Patient Experience strategy Our Approach to Delivering Excellent Experience for People who use our Services, including how these are advanced and reported on.
- To support individual services in the development and delivery of service user and carer engagement and feedback. Ensuring that appropriate systems are in place to record and report upon accurate activity data relevant to the development and evaluation of the clinical services.
- To lead the development and implementation of feedback mechanisms supporting people to give feedback regarding current services and proposed service changes using communication and involvement technologies.
- To engage with local community groups, particularly in relation to health inequalities and in support of people with protected characteristics, to understand their needs, seek feedback and identify opportunities for partnership working and co-production.
- To work with services to enable use of a range of a flexible approach to collection of patient experience including face to face, surveys (friends and family), patient stories and use of information technology to maximise their effectiveness in relation to patient experience data gathering and reporting.
- To lead on training and sharing learning relating to patient experience.
- To lead on sub-groups of Patient and Service User Experience Group (PSUEG) as required with a focus on patient information and accessibility.
- To review national patient experience survey data and provide analysis to Matron for Patient Experience and Professional Standards and relevant governance groups.
- To undertake analysis of patient experience feedback and service user group information to identify trends and variances and take actions as necessary.
- To be an advocate on behalf of patients/carers to maximise their involvement in patient and carer participation work within the division and as part of local and national
- To support services to increase and manage engagement opportunities, through innovation work, staff recruitment, forums, project work, business development, stakeholder engagement, communication via media and the development of
- Lead on developing and sustaining models of participation, in partnership with services to enable patients, their families and carers to be involved in the planning, development, delivery and evaluation of services within the
- To monitor and develop patient engagement in terms of participation groups, satisfaction surveys, patient resources, reporting and managing opportunities and evaluations for services against contracts/service level agreements, national and internal targets, and exception
- To have oversight and evidence of the participation work across the division and ensure this is embedded into all service and project developments in the division
Job description
Job responsibilities
- To work closely with the specialty leads for governance and divisional management team across community and acute services on all matters pertaining to patient experience.
- To monitor feedback and identifying trends where appropriate to the wider Trust governance meetings.
- Identify and promote service improvements within the division and Trust wide.
- Lead on the capture of patient stories and sharing these across the organisation
- To support transformational projects within the division involving patients, families and carers to achieve improved clinical outcomes and efficiencies.
- To oversee the delivering of the priorities listed within the Patient Experience strategy Our Approach to Delivering Excellent Experience for People who use our Services, including how these are advanced and reported on.
- To support individual services in the development and delivery of service user and carer engagement and feedback. Ensuring that appropriate systems are in place to record and report upon accurate activity data relevant to the development and evaluation of the clinical services.
- To lead the development and implementation of feedback mechanisms supporting people to give feedback regarding current services and proposed service changes using communication and involvement technologies.
- To engage with local community groups, particularly in relation to health inequalities and in support of people with protected characteristics, to understand their needs, seek feedback and identify opportunities for partnership working and co-production.
- To work with services to enable use of a range of a flexible approach to collection of patient experience including face to face, surveys (friends and family), patient stories and use of information technology to maximise their effectiveness in relation to patient experience data gathering and reporting.
- To lead on training and sharing learning relating to patient experience.
- To lead on sub-groups of Patient and Service User Experience Group (PSUEG) as required with a focus on patient information and accessibility.
- To review national patient experience survey data and provide analysis to Matron for Patient Experience and Professional Standards and relevant governance groups.
- To undertake analysis of patient experience feedback and service user group information to identify trends and variances and take actions as necessary.
- To be an advocate on behalf of patients/carers to maximise their involvement in patient and carer participation work within the division and as part of local and national
- To support services to increase and manage engagement opportunities, through innovation work, staff recruitment, forums, project work, business development, stakeholder engagement, communication via media and the development of
- Lead on developing and sustaining models of participation, in partnership with services to enable patients, their families and carers to be involved in the planning, development, delivery and evaluation of services within the
- To monitor and develop patient engagement in terms of participation groups, satisfaction surveys, patient resources, reporting and managing opportunities and evaluations for services against contracts/service level agreements, national and internal targets, and exception
- To have oversight and evidence of the participation work across the division and ensure this is embedded into all service and project developments in the division
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent relevant experience
- Evidence of personal and professional development
Experience
Essential
- Experience of leading on patient experience improvement work within health or social care setting
- Experience of delivering successful quality improvement projects
Desirable
- Experience of quality improvement methodologies and successful application of these
Skills
Essential
- Experience of using Microsoft Office applications
- Ability to analyse data, present findings and identify trends and learning
- Demonstrate change management and leadership skills
- Insight into health equality and equality and diversity practices with experience of removing barriers and supporting improved experience
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent relevant experience
- Evidence of personal and professional development
Experience
Essential
- Experience of leading on patient experience improvement work within health or social care setting
- Experience of delivering successful quality improvement projects
Desirable
- Experience of quality improvement methodologies and successful application of these
Skills
Essential
- Experience of using Microsoft Office applications
- Ability to analyse data, present findings and identify trends and learning
- Demonstrate change management and leadership skills
- Insight into health equality and equality and diversity practices with experience of removing barriers and supporting improved experience
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).
