Head of Patient Experience, Engagement and Involvement

Job summary

An exciting opportunity has arisen for a Head of Patient Experience at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust

This is a key position within the Chief Nurse office.

Working with the Deputy Chief Nurse you will ensure that systems and processes are in place to enhance the development and co-ordination of patient and public engagement activities and services across the Trust in order to influence the development and delivery of services. This includes patient information, patient engagement and experience, complaints, concerns and accessible information standards. This post plays a key role in delivering the patient experience strategic aim of our nursing, midwifery and allied health professionals quality strategy.

Main duties of the job

Co-creates and then delivers the Trust programme for improving the relational care aspects of patient experience. Undertakes presentations to staff groups and public which conveys highly contentious information

Support Executive and Divisional Directors, Senior Managers and Clinicians in the development of robust operational plans, service plans and business cases for investment in their service areas from a patient experience and involvement perspective.

Ensure the approach to complaints is such that each complaint is viewed as a service improvement opportunity. Develop metrics and ways of working for the complaints process that ensure continuous feedback and learning

Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service providers

Oversee and ensure the timely response to complaints and concerns

To set up systems to monitor the level of engagement. Plan and deliver seminars and training for staff on patient and public engagement.

Review all National audits and surveys in relation to patient feedback and deliver presentations to the Board, identifying areas of good practice and action plans to address areas of concern.

Responsible for presenting update reports on patient experience, engagement and involvement to key stakeholders

About us

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:o Extensive range of learning opportunitieso NHS Pension Schemeo Generous holiday entitlement in line with Terms & Conditionso Comprehensive health and wellbeing supporto NHS Car Lease schemes and a range of salary sacrifice schemeo Discounts on restaurants, getaways, shopping and finance through external providers.