Job summary
The Patient Experience & Engagement Manager will provide leadership and expert support for all matters relating to patient feedback, enquiries, compliments, complaints, PALS, FFT and patient/carer user groups.
Working in conjunction with the Divisional Deputy Chief Nurse's, Clinical Leads, the post holder will support the Trust's management complaints handling processes, leading and developing the complaints service. The post holder will play a pivotal role in ensuring effective systems and processes for complaints management, in line with legislation and good practice, are maintained and monitored. Ensure the Trust learns from complaints, triangulates patient experience and quality data information to improve patient care across its service provision.
Main duties of the job
Strong Leadership, Management and a full understanding of Patient Experience and Engagement
Delivering the patient experience agenda at Homerton Healthcare NHS Foundation Trust for the corporate division supporting the following areas:
- Patient Experience
- Patient Engagement
- Complaints
- PALS
- FFT
About us
Homerton Healthcare NHS Foundation Trust is a high performing and flourishing organisation serving the population of Hackney, East London, The City and beyond.
We are extremely proud of the fact that Homerton Hospital has recently attained the highest possible rating of "Outstanding" from the Care Quality Commission (CQC).
Our integrated Trust provides comprehensive hospital and community health services for its local population and a range of specialist services for a wider group of patients. In addition, the Trust manages services out of St Leonard's Hospital and the Mary Seacole Nursing Home.
Homerton aims to ensure equality and value diversity, and we are committed to inclusion for all of our staff. This is reflected in our policies, procedures and People Plan. All of our staff are expected to embody our Trust values at all times.
We are also committed, through our Fair Recruitment Standards, to ensuring all applicants are treated fairly.
Homerton has a proud tradition of supporting and developing its staff, including its well regarded and valued nursing community, and all staff are able to take advantage of a great range of benefits.
Homerton is proud to have been included on the HSJ & Nursing Times Best Places to Work list.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s on this page.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Job description
Job responsibilities
The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents, please view the attachment/s on this page.
The person specification below is not the full person specification but outlines the criteria against which your application form will be assessed.
Person Specification
Trust Values
Essential
- Demonstrates an understanding of Trust Values
Education/Qualifications
Essential
- Registered health care professional (NMC or HCPC registration) with extensive relevant experience in a health care setting
- Educated to a degree level in a subject area relevant to the post or significant equivalent experience
Desirable
- Extensive patient of service user facing experience
- Teaching or Training qualification
Skills / Knowledge
Essential
- Ability to manage and lead complex changes within a team and across the organisation
- Ability to deal with distressing information in a calm and sensitive manner.
- Ability to manage conflict and diffuse difficult situations.
- Ability to meet deadlines as required
Desirable
- Knowledge of Patient Safety & Quality
Experience
Essential
- Patient Experience & Engagement within the NHS
- Complaints and Pals experience and management within the NHS
- Proven Management of a Complaints / Pals Team within the NHS
Desirable
- Teaching or Training qualification
Person Specification
Trust Values
Essential
- Demonstrates an understanding of Trust Values
Education/Qualifications
Essential
- Registered health care professional (NMC or HCPC registration) with extensive relevant experience in a health care setting
- Educated to a degree level in a subject area relevant to the post or significant equivalent experience
Desirable
- Extensive patient of service user facing experience
- Teaching or Training qualification
Skills / Knowledge
Essential
- Ability to manage and lead complex changes within a team and across the organisation
- Ability to deal with distressing information in a calm and sensitive manner.
- Ability to manage conflict and diffuse difficult situations.
- Ability to meet deadlines as required
Desirable
- Knowledge of Patient Safety & Quality
Experience
Essential
- Patient Experience & Engagement within the NHS
- Complaints and Pals experience and management within the NHS
- Proven Management of a Complaints / Pals Team within the NHS
Desirable
- Teaching or Training qualification
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
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).
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
