Job summary
An exciting new opportunity for a motivated individual who is committed to quality and compassionate patient care to be our Trust Quality Assurance and Improvement Lead for Experience of Care.
The post holder will lead the Patient and Carer Experience team who focus on ensuring all patients and carers have a positive experience of care, and that the voice of patients and their carers influences how services are delivered and developed.
The post holder will be provide professional leadership and have senior responsibility for all aspects of patient experience and voice, including relevant quality improvement and innovation.
This post will be central in realising the Trust ambition to revolutionise the relationship with patients and carers so that 'nothing about us without us' becomes a reality for LPFT.
The closing date for applications is 23rd April 2024.
For any further information regarding the role, please contact Polly Blaydes, Associate Director of Allied Health Professions (AHPs) email p.blaydes@nhs.net.
Main duties of the job
Be responsible for the oversight and implementation of the experience of care elements of the Trust strategy, providing relevant expertise, demonstrating compassionate leadership, visibility and supporting the continued development of the patient safety culture and wider quality agenda
Key areas of work include:
- Ensuring a high standards and quality of PALs and Complaints including ensuring operational targets and learning
- Ensuring that patient and carer experience measures (for example Friends &Family test) are fully used at multiple points across the patient journey, and that the data from these measures are fully analysed and used in service development and improvement projects
- To deliver on Trust Quality priorities and Trust Strategy as appropriate
- Proactive approach to Patient surveys and related action plans and improvements with Divisional leadership
- NHS choices
- Patient Stories initiatives
- Always events
- Seek, lead and Implement innovative ways of gathering patient and carer feedback
- Oversee Subcontracted Advocacy Services
- Oversight of carers workplan and priorities (to be led by Clinical Transformation Lead)
Volunteers, Advocacy and the carers agenda also sits in this portfolio of work
To provide assurance to the Director of Nursing and Quality that the organisation is delivering safe and compassionate high quality care against the set quality standards and outcome measures and hold responsibility for providing a continuous quality improvement approach
About us
Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,900 staff, and serving a population of over 768,400, our people lie at the heart of everything we do.
You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of 'outstanding' for well-led and 'good' overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We're really proud of this!
We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff.
Whether you're taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire has arange of rewarding health and social care careers in a county that's friendly, fascinating, affordable and brimming with everything you need to live a happy life.Visitbeinlincolnshire.comto find out more.
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for complete details regarding this post.
When completing your application, please demonstrate how you meet the role criteria.
We can also offer you many staff benefits to help support you which include:
- Early access to Psychological Therapies and Physiotherapy
- Competitive annual leave allowance
- Car leasing scheme
- Childcare Vouchers
- NHS pension scheme
- Free eye tests
- Money saving options through our salary sacrifice scheme
- Discounts on major high street retailers and restaurants
Get in touch today:
Our friendly team is here to answer any questions you may have about our roles. For more information, please contact Polly Blaydes, via email at p.blaydes@nhs.net or by telephone 07795317127
Job description
Job responsibilities
Please view the attached Job Description and Person Specification documents for complete details regarding this post.
When completing your application, please demonstrate how you meet the role criteria.
We can also offer you many staff benefits to help support you which include:
- Early access to Psychological Therapies and Physiotherapy
- Competitive annual leave allowance
- Car leasing scheme
- Childcare Vouchers
- NHS pension scheme
- Free eye tests
- Money saving options through our salary sacrifice scheme
- Discounts on major high street retailers and restaurants
Get in touch today:
Our friendly team is here to answer any questions you may have about our roles. For more information, please contact Polly Blaydes, via email at p.blaydes@nhs.net or by telephone 07795317127
Person Specification
Qualifications
Essential
- Educated to Masters degree level or equivalent knowledge through experience
- Strong evidence of continuing personal & professional development.
- Customer service training, counselling/advocacy, conflict resolution qualification or equivalent experience
Desirable
- Quality improvement methodology training
- Leadership qualification
- Registered Nurse Mental Health or Learning Disability
- Relevant clinical qualification
- Investigation skills including Root Cause Analysis
- Project management training
Experience
Essential
- Experience of understanding patient- centred care, patient's rights, and the patient experience and engagement agenda and how to implement at a strategic level.
- Significant experience in working with and understanding the issues people with a mental health problem, learning disability or who are autistic face when accessing services
- Knowledge of MHA and MCA and advocacy entitlement
- Knowledge and experience of CQC requirements for patient and carer experience and voice.
- Knowledge of PHSO and CQC requirements for complaints and the Patient Safety Strategy
- A working knowledge of all major health and social care legislation, policies and procedures affecting the welfare of patients
- Experience of handling the most complex elements of patient and carer care when required
- Experience of supporting patients, carers and the public
- A good understanding of the national NHS patient experience and engagement agenda and initiatives
- The ability to interpret national advice, guidance and requirements and advise their organisation on how these should be implemented
- Knowledge of safeguarding and the legal duties expected of NHS organisations.
- Proven ability to develop and communicate a long-term vision for patient experience and convert that into plans, objectives and deliverables for the organisation.
- Proven leadership experience
- Knowledge and understanding of the Equalities Act 2010, including the importance of collecting and analysing data on protected characteristics, and wider understanding of the impact of discrimination and bias on the experience patients have
Desirable
- Personal or lived experience of mental health, learning disabilities, dementia or autism
Skills
Essential
- Enthusiasm for patient and carer experience and voice and high quality compassionate care,
- Able to explore new ways of capturing experience data
- Highly developed communication skills both verbal and written, appropriate to different audiences and groups
- Emotional intelligence, resilience, emotional maturity, assertion, and tenacity
- Ability to analyse data and produce and present written reports to Board Level and to make Trust-wide recommendations on issues arising from Patient Experience and Engagement work streams.
- Ability to represent the Trust externally e.g. Scrutiny Committees, ICB meetings, Health Watch meetings
- Excellent time management and prioritisation
- Ability to translate strategic goals into effective and achievable operational plans
- Effective negotiating and influencing skills - ability to effectively manage critical relationships
- Innovative and creative - able to use QI methods to support change and effectively manage risk
- Ability to cope with ambiguity and perform through uncertainty with competing priorities
- Planning and organisation skills
Desirable
- Service improvement or change management programme delivery in the NHS.
- Understanding of current NHS (and other healthcare system) policy and development.
Special Requirements
Essential
- Proactively take personal responsibility and ownership of tasks to ensure completion
- Ability to travel around the county and to regional and National events independently without the use of public transport
- Courage to speak truthfully and challenge appropriately
- Commitment to and proactive in addressing inequalities in healthcare in general and in patient safety and experience in particular
- Commitment to quality work; promote high standards in all areas of work
Desirable
- Experience of performance/ assurance management systems
Person Specification
Qualifications
Essential
- Educated to Masters degree level or equivalent knowledge through experience
- Strong evidence of continuing personal & professional development.
- Customer service training, counselling/advocacy, conflict resolution qualification or equivalent experience
Desirable
- Quality improvement methodology training
- Leadership qualification
- Registered Nurse Mental Health or Learning Disability
- Relevant clinical qualification
- Investigation skills including Root Cause Analysis
- Project management training
Experience
Essential
- Experience of understanding patient- centred care, patient's rights, and the patient experience and engagement agenda and how to implement at a strategic level.
- Significant experience in working with and understanding the issues people with a mental health problem, learning disability or who are autistic face when accessing services
- Knowledge of MHA and MCA and advocacy entitlement
- Knowledge and experience of CQC requirements for patient and carer experience and voice.
- Knowledge of PHSO and CQC requirements for complaints and the Patient Safety Strategy
- A working knowledge of all major health and social care legislation, policies and procedures affecting the welfare of patients
- Experience of handling the most complex elements of patient and carer care when required
- Experience of supporting patients, carers and the public
- A good understanding of the national NHS patient experience and engagement agenda and initiatives
- The ability to interpret national advice, guidance and requirements and advise their organisation on how these should be implemented
- Knowledge of safeguarding and the legal duties expected of NHS organisations.
- Proven ability to develop and communicate a long-term vision for patient experience and convert that into plans, objectives and deliverables for the organisation.
- Proven leadership experience
- Knowledge and understanding of the Equalities Act 2010, including the importance of collecting and analysing data on protected characteristics, and wider understanding of the impact of discrimination and bias on the experience patients have
Desirable
- Personal or lived experience of mental health, learning disabilities, dementia or autism
Skills
Essential
- Enthusiasm for patient and carer experience and voice and high quality compassionate care,
- Able to explore new ways of capturing experience data
- Highly developed communication skills both verbal and written, appropriate to different audiences and groups
- Emotional intelligence, resilience, emotional maturity, assertion, and tenacity
- Ability to analyse data and produce and present written reports to Board Level and to make Trust-wide recommendations on issues arising from Patient Experience and Engagement work streams.
- Ability to represent the Trust externally e.g. Scrutiny Committees, ICB meetings, Health Watch meetings
- Excellent time management and prioritisation
- Ability to translate strategic goals into effective and achievable operational plans
- Effective negotiating and influencing skills - ability to effectively manage critical relationships
- Innovative and creative - able to use QI methods to support change and effectively manage risk
- Ability to cope with ambiguity and perform through uncertainty with competing priorities
- Planning and organisation skills
Desirable
- Service improvement or change management programme delivery in the NHS.
- Understanding of current NHS (and other healthcare system) policy and development.
Special Requirements
Essential
- Proactively take personal responsibility and ownership of tasks to ensure completion
- Ability to travel around the county and to regional and National events independently without the use of public transport
- Courage to speak truthfully and challenge appropriately
- Commitment to and proactive in addressing inequalities in healthcare in general and in patient safety and experience in particular
- Commitment to quality work; promote high standards in all areas of work
Desirable
- Experience of performance/ assurance management systems
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.
