Head of Patient Experience

Job summary

Are you constantly thinking of ways in which we cankeep the patient at heart in a dynamic, acute care environment?If so, we would love to hear from you.

The successful candidate will drive learning, change and innovation from patient feedback, using complaints data, patient advice and liaison contacts, online feedback and social media feeds working with our clinical and operational leaders.

Reporting to the Associate Director of Patient Engagement and Experience, this role is integral to enabling patient-centred experience across the organisation. You will be part of enabling the long term vision of the organisation as we prepare to deploy a HIMMS Level 7 capable Electronic Health Record system (ORACLE CERNER- localised as Alex Health) in October 2024, continue to mobilise pathways enabling care closer to home with new community based diagnostics in Epping, virtual ward and care offerings, a regional elective hub in St Albans and the opportunity to be part of the Hospital 2.0 movement, with the new Princess Alexandra Hospital, intended to be the most digitally advanced hospital in England.

This means acting to develop and enable higher quality communication, driving this through better use of technology such as the new Electronic health records and embedding kindness as a practise in our day to day patient experience.

Main duties of the job

• Working with the Associate Director for Patient Engagement, the Head of Patient Experience will provide expert professional leadership on achieving improved patient experience outcomes, particularly in relation to complaints and PALS services, using a risk management approach whilst supporting clinical teams throughout the organisation.
• We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference. This is a key post, and sits within the Corporate Nursing Team. The successful applicant will provide professional leadership and develop the Trusts Patient Experience Strategy to ensure the provision of high quality, responsive services with the needs of the patient placed at the centre of designing future experience, optimising care and service delivery.
• The corporate function is to facilitate patient experience performance management, maintaining timeliness and driving quality by liaising with the Executive.
• Reporting to the Associate Director for Patient Engagement, the post holder will manage a number of significant experience initiatives, particularly in inpatient and urgent care, aimed at improving the patient experience and Trust reputation.

About us

Our Organisation

The Princess Alexandra Hospital NHS Trust (PAHT) provides a full range of general acute, outpatient and diagnostic services at The Princess Alexandra Hospital in Harlow, the Herts and Essex Hospital in Bishop's Stortford, and St Margaret's Hospital in Epping.

We employ 3,500 staff and serve a local population of around 350,000 people living in west Essex and east Hertfordshire, centred on the M11 corridor and the towns of Harlow, Bishop's Stortford and Epping. Our extended catchment area incorporates a population of up to 500,000 and includes the areas of Hoddesdon, Cheshunt and Broxbourne in Hertfordshire.

Our Values

The Princess Alexandra Promise to our patients as identified by our 3 values which will contribute to improving our patient experiences:

Patient at heart - Always holding the patient and their wellbeing at the centre of our thoughts and efforts

Everyday excellence - Sharing and celebrating our successes, being honest when we get it wrong, giving us the ability to learn from both

Creative collaboration - Knowing strength comes from diversity, we combine our experiences, skills and talents, working together to find new and better ways to care

The Trust believes in investing in all our staff and rewarding high standards of care whilst building for excellence and in return we expect our staff to uphold the Trust values to the highest level.

Employer details

Employer name

The Princess Alexandra Hospital NHS Trust

Address

The Princess Alexandra Hospital NHS Trust

Hamstel Road

Harlow

CM20 1QX

Employer's website

https://www.pah.nhs.uk (Opens in a new tab)

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Employer details

Employer name

The Princess Alexandra Hospital NHS Trust

Address

The Princess Alexandra Hospital NHS Trust

Hamstel Road

Harlow

CM20 1QX

Employer's website

https://www.pah.nhs.uk (Opens in a new tab)

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