Job summary
Head of Patient Experience
Division: Corporate
Care Group: Corporate Nursing
Band: 8a
Salary: £55,690 - £62,682 Per Annum
We are recruiting for a Head of Patient Experiencewho shares our ambition and vision to deliver theBest of Care by the Best Peopleand has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.
Main duties of the job
The Head of Patient Experience is a pivotal role that will support the Associate Director for Patient Experience in leading and managing the Trust's patient experience agenda across the organisation. The post holder will provide advise and support for a programme of work designed to promote, maintain and improve patient experience across the Trust: including leading on the development and implementation of the Trust's Patient Experience Strategy.
Our values are Bold, Every Person Counts, Sharing and Open and Together. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.
To contribute to our exciting future and become part of our team, apply today.
About us
Do you have the ambition and vision to deliver our mission of theBest of Care by the Best of People providing excellent care, every time?
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision is achieved for our patients.
As a key partner in the healthcare of our local population, we are keen to deliver this as an outcome of our Trust-wide strategy - Patient First. Using an Operational Excellence approach to align our priorities and operational management structures, we are just over a year and half into our Patient First deployment. We are looking for creative, skilled people to join our Transformation Team and further support us on this journey.
Our culture and values define us here at Medway NHS Foundation Trust and are the heartbeat of who we are as an organisation.
Our BEST values underpin Patient First and are at the core of the care we give to our patients, the support we offer to our staff and our overall leadership approach:
B - Bold
E - Every person counts
S - Sharing and open
T - Together
Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust.
Job description
Job responsibilities
- Provide leadership, expert advice and support for a programme of work designed to promote, maintain and improve patient experience across the Trust.
- Work closely with the Divisional and Care Group teams, to develop service improvement. With the Associate Director of Patient Experience, they will have a key responsibility for the design and delivery of a Patient Experience Strategy throughout the Trust and will develop innovative practice in relation to the provision of high quality person centred services to patients, their families and carers.
- Work with national patient experience networks, other Trusts, both acute and mental health, voluntary and community organisations, commissioners and NHS England to ensure that staff improves patient experience through safe high quality care with particular reference to the involvement and engagement of patients.
- Work closely with the Communications and Engagement Officers who have responsibility for Stakeholder and Community involvement. It will be important to ensure the Patient Experience Strategy and agenda are aligned for a consistent approach in engaging and involving staff, patients, public, stakeholders, the voluntary sector and community groups. To promote and integrate co-production and co-design across all aspects of the organisation in line with our journey to outstanding.
- Lead thinking and formulate strategy to shift the ethos, clinical practice, professional behaviours and ultimately the nature of every patient experience such that, Nothing about me without me becomes an integral part of the Trusts offer to patients.
- Support the Trusts drive to focus every contribution on improving the patient experience as reflected in the NHS Constitution and contracts with commissioners. Develop improvement plans with divisional senior leadership teams to address improvements required to services in response to identified issues.
Job description
Job responsibilities
- Provide leadership, expert advice and support for a programme of work designed to promote, maintain and improve patient experience across the Trust.
- Work closely with the Divisional and Care Group teams, to develop service improvement. With the Associate Director of Patient Experience, they will have a key responsibility for the design and delivery of a Patient Experience Strategy throughout the Trust and will develop innovative practice in relation to the provision of high quality person centred services to patients, their families and carers.
- Work with national patient experience networks, other Trusts, both acute and mental health, voluntary and community organisations, commissioners and NHS England to ensure that staff improves patient experience through safe high quality care with particular reference to the involvement and engagement of patients.
- Work closely with the Communications and Engagement Officers who have responsibility for Stakeholder and Community involvement. It will be important to ensure the Patient Experience Strategy and agenda are aligned for a consistent approach in engaging and involving staff, patients, public, stakeholders, the voluntary sector and community groups. To promote and integrate co-production and co-design across all aspects of the organisation in line with our journey to outstanding.
- Lead thinking and formulate strategy to shift the ethos, clinical practice, professional behaviours and ultimately the nature of every patient experience such that, Nothing about me without me becomes an integral part of the Trusts offer to patients.
- Support the Trusts drive to focus every contribution on improving the patient experience as reflected in the NHS Constitution and contracts with commissioners. Develop improvement plans with divisional senior leadership teams to address improvements required to services in response to identified issues.
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent experience
- Evidence of ongoing professional development
Desirable
- Relevant professional clinical registration
- Relevant professional qualification relating to patient experience, quality improvement or project management
Knowledge
Essential
- In depth knowledge of the national agenda for patient experience
- Knowledge in use of a wide range of customer-focused improvement approaches, diagnostics, tools and techniques, evaluation and review methods
Experience
Essential
- Experience of leading a team
- Evidence of participating in organisational change that has led to changes in quality
- Proven track record in leadership and management
- Experience of working towards Care Quality Commission and the journey to outstanding
- Good working knowledge of contemporary health care issues and professional standards
Desirable
- Experience in education and professional development
- Experience of working with patients and public to improve services
- Evidence of leading Trust wide projects
Skills
Essential
- Ability to set clear direction and vision and drive continuous improvement
- Ability to adapt and flex workloads and priorities
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
- Ability to facilitate groups and meetings and to develop solutions to challenging problems
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery
Desirable
- Demonstrable evidence of Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent experience
- Evidence of ongoing professional development
Desirable
- Relevant professional clinical registration
- Relevant professional qualification relating to patient experience, quality improvement or project management
Knowledge
Essential
- In depth knowledge of the national agenda for patient experience
- Knowledge in use of a wide range of customer-focused improvement approaches, diagnostics, tools and techniques, evaluation and review methods
Experience
Essential
- Experience of leading a team
- Evidence of participating in organisational change that has led to changes in quality
- Proven track record in leadership and management
- Experience of working towards Care Quality Commission and the journey to outstanding
- Good working knowledge of contemporary health care issues and professional standards
Desirable
- Experience in education and professional development
- Experience of working with patients and public to improve services
- Evidence of leading Trust wide projects
Skills
Essential
- Ability to set clear direction and vision and drive continuous improvement
- Ability to adapt and flex workloads and priorities
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
- Ability to facilitate groups and meetings and to develop solutions to challenging problems
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery
Desirable
- Demonstrable evidence of Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
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).
