Job summary
An exciting 12-month secondment opportunity has arisen for an innovative Maternity Service user experience lead at Milton Keynes University Hospital.
You will work collaboratively with clinical and senior leadership teams, identifying learning opportunities to facilitate service improvement and development, closely working with the maternity voices partnership.
Are you looking to make a real difference?
As a Maternity Service, we pride ourselves on supporting you to fulfil your career aspirations. It is equally as important to us, as it is to you, to identify, support and fund opportunities for your career and personal development. This enables us, together, to offer the best quality of care to our service users and is also essential to your career progression.
Successful applicants will receive a comprehensive orientation programme and are assured that they will receive appropriate support. For further details please contact:
Natalie Lucas - Natalie.lucas@mkuh.nhs.uk
Interview Date: TBC
Main duties of the job
Work collaboratively with staff to ensure service users experiences are at the heart of the service.
Implement systems to support effective learning from experience and work with the education team, clinical area leads and wider maternity teams to ensure this is translated into improved patient experience.
Lead the development, delivery and reporting of action plans and related activities following national and local service user surveys and evaluate results.
About us
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
- Free on-site parking
- Free tea and coffee
- Great flexible workingopportunities
- Discounted gym membership
- Lease car scheme
- Generous annual leave and pension scheme
- On site nursery (chargeable)
- Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
Job description
Job responsibilities
- To provide leadership, giving advice and support to staff as required and act as the advocate for service users and their families all times
- To lead and coordinate the completion of all service users experience projects within the maternity service quality improvement plan.
- Work with the Midwifery Leadership Team, Maternity Voices Partnership and Local Maternity and Neonatal System to ensure coproduction of services
- To monitor and evaluate standards of care within the team and assist in the implementation of recommendations from government or professional bodies (including CNST safety standards, national documents and reports, and CQC regulations).
- Maintain effective communication with all staff at all levels, providing assurance to the Maternity Leadership Team of the service user experience agenda.
- Coordinate the dissemination of service user feedback across the service.
- To provide presentations and teaching sessions to all staff regarding the importance of Service User Experience, Friends and Family Feedback, learning from complaints and feedback
- To participate in the hospital on call rota for the Maternity Service and the bleep holder rota if a Registered Midwife on the NMC register
- Identify and escalate any anomalies to Divisional / corporate leads for action
- Ensure that service user and staff feedback are integral to the planning and delivery of work programmes to inform decision making.
Please refer to the job description for further details.
Job description
Job responsibilities
- To provide leadership, giving advice and support to staff as required and act as the advocate for service users and their families all times
- To lead and coordinate the completion of all service users experience projects within the maternity service quality improvement plan.
- Work with the Midwifery Leadership Team, Maternity Voices Partnership and Local Maternity and Neonatal System to ensure coproduction of services
- To monitor and evaluate standards of care within the team and assist in the implementation of recommendations from government or professional bodies (including CNST safety standards, national documents and reports, and CQC regulations).
- Maintain effective communication with all staff at all levels, providing assurance to the Maternity Leadership Team of the service user experience agenda.
- Coordinate the dissemination of service user feedback across the service.
- To provide presentations and teaching sessions to all staff regarding the importance of Service User Experience, Friends and Family Feedback, learning from complaints and feedback
- To participate in the hospital on call rota for the Maternity Service and the bleep holder rota if a Registered Midwife on the NMC register
- Identify and escalate any anomalies to Divisional / corporate leads for action
- Ensure that service user and staff feedback are integral to the planning and delivery of work programmes to inform decision making.
Please refer to the job description for further details.
Person Specification
Qualifications and knowledge
Essential
- Degree level study
- Masters degree
- Evidence of Continuing Professional Development
Desirable
- Registered Midwife
- Complaints and concerns training.
- Local resolution meeting (LRM) training.
- Risk management training
Experience
Essential
- Ability to think and plan strategically, tactically and creatively, and to prioritise work programs in the face of competing demands.
- Demonstrate a strong sense of personal and team accountability coupled with a clear understanding of the boundaries around delegated authority.
- Ability to collaborate constructively with internal and external partners to create the conditions for successful partnership working
- A good understanding of the changing NHS environment
- Evidence of experience of conflict resolution
- Experience of working in partnership with clinical and managerial colleagues.
- Experience of conducting complex complaint investigations
- Experience of developing and implementing systems to improve outcomes, performance and efficiency.
- Experience of interpreting data in a variety of different formats
- Experience of report writing.
- Experience of leading and managing staff.
- Experience of chairing meetings
Skills
Essential
- Ability to enthuse, motivate and involve individuals and teams, and ensure they understand the Trust's and your performance expectations.
- Ability to deal confidently with staff at all levels of an organisation
- A commitment to improving women services through an ability to sustain a clear performance focus on achieving demanding goals
- Ability to make decisions and solve complex problems
- Excellent leadership, Influencing and motivational skills
- Excellent abilities in concise and accurate report writing and presentation of information
- Excellent interpersonal skills
- Proficient in the use of MS Office applications: Microsoft Word, Outlook, Access, Explorer, PowerPoint and Excel
- Knowledge and understanding of professional standards and requirements
- The ability to maintain and respect confidentiality - Information Governance, Issues of confidentiality (Data Protection, Freedom of Information Act, Caldicott)
- Developing & delivering training programs
- Strong sense of commitment to openness, honesty and integrity in undertaking
Personal and people development
Essential
- Commitment to continuous improvement activities
- Positive attitude toward change
- Commitment to staff development
- Demonstrable enthusiasm and commitment to Improvement focused on women's experience
- Resilience and ability to get the job done
- Complete finisher working to tight deadlines
- Kind and compassionate
- Self-motivated, can organise & prioritise work using own initiative
- Excellent time management skills
- Can work to deadlines whilst maintaining a high standard
- Methodical & systematic approach to work, involving close attention to detail
Communication
Essential
- Well-developed interpersonal skills with the ability to work with a range of professionals
- Excellent verbal & written communication skills
Desirable
- Able to negotiate and influence at an organisational level and externally with a range of stakeholders
- Excellent communication skills at all levels, confident when speaking in public and at large meetings
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Maintaining a professional appearance
- Occasional flexibility to work outside of normal office hours (e.g. to attend meetings with divisional representatives)
- Participation in the hospital on call rota (registered midwives)
Person Specification
Qualifications and knowledge
Essential
- Degree level study
- Masters degree
- Evidence of Continuing Professional Development
Desirable
- Registered Midwife
- Complaints and concerns training.
- Local resolution meeting (LRM) training.
- Risk management training
Experience
Essential
- Ability to think and plan strategically, tactically and creatively, and to prioritise work programs in the face of competing demands.
- Demonstrate a strong sense of personal and team accountability coupled with a clear understanding of the boundaries around delegated authority.
- Ability to collaborate constructively with internal and external partners to create the conditions for successful partnership working
- A good understanding of the changing NHS environment
- Evidence of experience of conflict resolution
- Experience of working in partnership with clinical and managerial colleagues.
- Experience of conducting complex complaint investigations
- Experience of developing and implementing systems to improve outcomes, performance and efficiency.
- Experience of interpreting data in a variety of different formats
- Experience of report writing.
- Experience of leading and managing staff.
- Experience of chairing meetings
Skills
Essential
- Ability to enthuse, motivate and involve individuals and teams, and ensure they understand the Trust's and your performance expectations.
- Ability to deal confidently with staff at all levels of an organisation
- A commitment to improving women services through an ability to sustain a clear performance focus on achieving demanding goals
- Ability to make decisions and solve complex problems
- Excellent leadership, Influencing and motivational skills
- Excellent abilities in concise and accurate report writing and presentation of information
- Excellent interpersonal skills
- Proficient in the use of MS Office applications: Microsoft Word, Outlook, Access, Explorer, PowerPoint and Excel
- Knowledge and understanding of professional standards and requirements
- The ability to maintain and respect confidentiality - Information Governance, Issues of confidentiality (Data Protection, Freedom of Information Act, Caldicott)
- Developing & delivering training programs
- Strong sense of commitment to openness, honesty and integrity in undertaking
Personal and people development
Essential
- Commitment to continuous improvement activities
- Positive attitude toward change
- Commitment to staff development
- Demonstrable enthusiasm and commitment to Improvement focused on women's experience
- Resilience and ability to get the job done
- Complete finisher working to tight deadlines
- Kind and compassionate
- Self-motivated, can organise & prioritise work using own initiative
- Excellent time management skills
- Can work to deadlines whilst maintaining a high standard
- Methodical & systematic approach to work, involving close attention to detail
Communication
Essential
- Well-developed interpersonal skills with the ability to work with a range of professionals
- Excellent verbal & written communication skills
Desirable
- Able to negotiate and influence at an organisational level and externally with a range of stakeholders
- Excellent communication skills at all levels, confident when speaking in public and at large meetings
Specific requirements
Essential
- Able to perform the duties of the post with reasonable aids and adaptations
- Maintaining a professional appearance
- Occasional flexibility to work outside of normal office hours (e.g. to attend meetings with divisional representatives)
- Participation in the hospital on call rota (registered midwives)
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.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
