Head of Patient Experience

Job description

Job responsibilities

Main Duties

Be the champion and ambassador of patient experience and will be expected to fulfil a role across the health economy and act as the central point for enquiries about patient experience. Develop networks with others leading patient experience work and promote the work of North Bristol Trust in this area by attending and speaking at conferences and presenting.

Responsible for the implementation of a highly complex and involved stakeholder engagement strategy to support the Trusts strategic and organisational objectives.

Lead the development and implementation of the Trust Patient & Carer Experience Strategy building on a developing culture of openness and transparency.

Lead service improvements and have a direct lead role in all patient, carer and public engagement activities.

Lead the delivery, reporting and development of action plans following national and local patient/user surveys.

Analyse strategic and operational plans and translate these needs into the provision of supported engagement services and patient experience.

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

Ensure active patient involvement and analysis of feedback is utilised to inform Trust service development such as patient pathways as part of the overall Trust approach to continuous quality improvement.

Undertake analysis of complex information (qualitative, quantitative and statistical information) to inform and measure the effectiveness of projects and work streams.

Develop cost benefit analysis for engagement spending and initiatives.

Lead on the development of a variety of effective methods for obtaining patient and carers feedback.

Lead and develop the Trust approach to the Friends and Family test, such that response rates are a given, and frontline staff are supported to actively use the narrative feedback.

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.

Develop a Trust approach and strategy to the use and development of patient stories.

Ensure active patient involvement and feedback is utilised to inform improvement work including patient pathways, the Trust Quality Strategy, regional safety collaborative work, and service improvement projects managed via the Project Management Office.

Ensure participation in National Patient surveys and learning from best practice benchmarking with other organisations.

Work with clinical leadership teams to embed a culture of you said we did.

Lead the communications regarding patient experience, raising public engagement though a range of media and in collaboration with clinical staff and the communications team.

Research, write and present reports for Board and Directors based on complex real- time patient feedback combined with nursing metric and national patient surveys.

Lead in the interpretation of legislation and guidance nationally. Engage and support staff who need to make changes to comply with new statutory requirements.

Lead on the development and implementation of the Trusts stakeholder Patient Experience policy to drive true and sustained engagement activity across the Trusts directorate structures.

Planning and organisation of a broad range of complex activities and programmes, some of which are on-going around the core measure of patient experience. These require the formulation and adjustment of plans or strategies and a wide engagement/monitoring programme.

High level of freedom to act independently, including responsibility for interpreting national and organisational policy in determining day to day work and actions and longer-term strategic priorities in areas of responsibility, regionally and nationally. Also setting standards and performance indicators for national and regional areas of responsibility around patient experience.

Oversee the Trusts translation and interpreting services, managing contracts and performance with suppliers, monitoring use and quality.

Provide training and support in the use of a range of patient experience methodologies.

Lead the Trusts Spiritual, Pastoral, Religious Care ensuring the services they provide are fit for the future and in line with the Trust strategic objectives.

Lead the Fresh Arts Programmes contribution to patient and carer experience.

Lead and continually develop the Trusts approach to managing complaints and PALS concerns sensitively and in line with PHSO guidelines, whilst seeking to optimise thematic insight and signposting into learning and improvement opportunities.

Lead the Volunteer Services contribution to patient experience work, integrate the work of volunteers into the patient and carer experience strategy.

Lead the development of Divisional patient experience leads. Providing development and support to deliver an innovative programme of work.

Direct accountability for management of a number of teams and associated budgets in these areas, acting as an authorised signatory for those budgets and ensuring that in year and forecast financial position is accurately accounted for.

Lead on a programme of inclusion, community out-reach and engagement to better understand the experience of all patients accessing our services, including those who are seldom-heard.

Oversee the Trusts support for Carers and Young Carers with the Carers Liaison Service.

Person Specification

Education/Training/Qualifications

Essential

• Extensive experience in patient experience
• Relevant management and / or leadership qualification at Masters Degree level or equivalent experience relevant to this post
• Evidence of relevant training in leadership/coaching/mentoring

Work Experience

Essential

• Significant experience of leading and managing groups of staff within and across directorates in an acute Trust and working with staff from different professional disciplines
• Strong track record of dealing with external clients/organisations and successfully leading
• Experience of complex report writing that informs and engages target audiences up to and including board level
• Experience of working at board or board subcommittee level and successfully influencing decision-making and action.

Knowledge/Skills/Abilities

Essential

• Highly developed analytical and problem-solving skills; capable of interpreting and evaluating complex, multi-faceted information; ability to summarise complex information; ability to make judgements and advise on the best course of action
• Highly developed communication skills, e.g. ability to discuss issues of a potentially sensitive nature at Board and Divisional level
• Excellent interpersonal skills and ability to communicate effectively with a wide variety of stakeholders.
• Proven subject matter expertise on the approach to patient & public involvement within a complex acute trust environment

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.

Certificate of Sponsorship

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).

Employer details

Employer name

North Bristol NHS Trust

Address

Southmead Hospital

Bristol

BS10 5NB

Employer's website

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