Job summary
The Patient Experience Team is part of the Corporate Nursing
Division, who lead a culture of clinical excellence to enable delivery of safe,
compassionate care to patients that is evidenced by good outcomes and patient
feedback. We listen to the peoples voice to continuously learn and improve. We
work in line with the Trust vision, values and behaviours.
We are looking for a tenacious, enthusiastic member for our
dynamic team, who will work across the organisation and with relevant
stakeholders. The post holder will actively promote and support our strategic
aims to ensure high quality services are maintained at all times and that
patients have good experience of care that is open, just and fair in its
culture. We welcome applications from
both Non-Clinical and Clinical colleagues.
This post supports the delivery of the Trusts
Complaints policy and procedures and contributes to the wider aims of the Trust
regarding Patient Experience.
There is a 10 minute presentation required for the interview
with a title of 'Considering the role specification and Patient Experience and
Engagement strategy what do you feel would be your priorities as Patient
Experience Manager'
Interviews will be held on 2 April 2024.
Main duties of the job
The post holder will operationally lead on patient
complaints, complaint quick resolutions, information requests, patient and
public engagement and the volunteers service within the Trust. They will support the Patient Experience and
Engagement Lead with the implementation of patient experiences strategies for
the organisation ensuring dissemination to corporate teams and care groups in
order to maintain and develop appropriate action at local level.
The Patient Experience Manager will line manage
the Patient Experience Team and have budget responsibilities.
About us
If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.
You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.
We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.
We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.
We are unable to offer sponsorship for roles that do not require a professional registration, to apply you must have Right to Work in the United Kingdom. If you are in the UK on a VISA please ensure you have no restrictions that would prevent you from taking this post.
Full Job Descriptions can be found in the adverts supporting documents.
Job description
Job responsibilities
Provide
and receive highly complex sensitive or highly contentious information with
regard to patient complaints, and be able to relay this to a large group.
Line
management of staff including:
o Appraisal
and professional development.
o Ensuring
completion of mandatory training.
o Absence
management in accordance with Trust policy.
o Recruitment
and selection of staff.
o Grievances
and disciplinary issues.
o Performance
management issues.
o Allocation
of work.
o Complaint
case load.
Communicate
information to the Patient Experience and Engagement Lead department and care
groups and identify service improvements on patient and public involvement
issues.
Plan and
deliver a broad range of patient service strategies, adjusting plans as
necessary.
Support
the Patient Experience and Engagement Lead on service development including
researching, interpreting and collating information from a wide range of
sources. Provide advice on a range of issues including the complaint procedure
and relevant statutory duties to staff within CDDFT and directly to patients,
clients, relatives and carers.
Keep up
to date with local and national agenda, analyse impact on delivery of service
and ensure implementation.
Develop
and maintain service-wide policies and procedures for patient experience and
involvement.
Analysis
of complex information with regard to service development, identifying and
comparing a range of options and areas for solutions, improvement and
escalation.
Produce
reports and statistical information to inform to provide assurance on the
patient experience for patient accessing services.
Manage
delegated budget.
Share
lessons learned and best practices with appropriate stakeholders.
Develop
and maintain effective and positive relationships with managers and staff
across the Trust to enable effective service provision.
Help
foster a culture and practice of continuous improvement.
Any other
duties commensurate with Band.
Deputise
where necessary for the Patient Experience and Engagement Lead.
Job description
Job responsibilities
Provide
and receive highly complex sensitive or highly contentious information with
regard to patient complaints, and be able to relay this to a large group.
Line
management of staff including:
o Appraisal
and professional development.
o Ensuring
completion of mandatory training.
o Absence
management in accordance with Trust policy.
o Recruitment
and selection of staff.
o Grievances
and disciplinary issues.
o Performance
management issues.
o Allocation
of work.
o Complaint
case load.
Communicate
information to the Patient Experience and Engagement Lead department and care
groups and identify service improvements on patient and public involvement
issues.
Plan and
deliver a broad range of patient service strategies, adjusting plans as
necessary.
Support
the Patient Experience and Engagement Lead on service development including
researching, interpreting and collating information from a wide range of
sources. Provide advice on a range of issues including the complaint procedure
and relevant statutory duties to staff within CDDFT and directly to patients,
clients, relatives and carers.
Keep up
to date with local and national agenda, analyse impact on delivery of service
and ensure implementation.
Develop
and maintain service-wide policies and procedures for patient experience and
involvement.
Analysis
of complex information with regard to service development, identifying and
comparing a range of options and areas for solutions, improvement and
escalation.
Produce
reports and statistical information to inform to provide assurance on the
patient experience for patient accessing services.
Manage
delegated budget.
Share
lessons learned and best practices with appropriate stakeholders.
Develop
and maintain effective and positive relationships with managers and staff
across the Trust to enable effective service provision.
Help
foster a culture and practice of continuous improvement.
Any other
duties commensurate with Band.
Deputise
where necessary for the Patient Experience and Engagement Lead.
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent acquired through degree and professional qualification plus additional training or equivalent experience.
- Evidence of CPD.
Desirable
- Project Management Qualification
Experience
Essential
- Substantial experience at senior level in health care setting.
- Proven track record of delivery against project objectives within time and budget parameters.
- Experience of working with senior managers and leaders.
- Proven track record and experience of successful working with clinical staff, patients, service users or carers.
Desirable
- Relevant experience in communications or project management roles.
- Experience of development department plans and contributing to directorate strategy.
Special Skills & Knowledge
Essential
- Ability to manage and deliver projects and including evidence of change management skills.
- Knowledge and understanding of NHSLA targets and CQC requirements.
- Demonstrable knowledge and application of the statutory responsibility of complaints procedures.
- High level of interpersonal, communication, negotiating and presentation skills.
- Ability to organise and prioritise a complex and varied workload to meet competing demands.
- Knowledge and understanding of the NHS strategy and policy agendas including NHS structure, strategy, vision and policy.
- Competent user of Microsoft/Computer products.
- Able to work independently and take accountability for own actions.
- Ability to work under pressure to tight deadlines and prioritise work.
- Ability to deal with highly complex, highly sensitive issues in an efficient, unbiased fashion.
- Ability to deal with challenging behaviour and difficult staff situations.
- Ability to empathise with staff and work collaboratively at all levels
- Flexible/positive attitude to work.
- A high level of communication skills will be required. This includes the interpersonal and diplomacy skills necessary to communicate sensitive and/or contentious project initiation, management and outcome issues with internal and external stakeholders from a multiplicity of organisations.
- Persuasion and negotiation skills required to secure the co-operation of others on project/task delivery and portfolio management issues.
- Developed analytical and problem solving skills will be required for assessing options for project/task delivery, assessment of project/business plans and formulation and adjustment of plans.
- Developed presentation skills for reporting to large groups.
- Proven team worker with ability to motivate others.
- Numerate and IT literate with fast and accurate keyboard skills for regular report writing, briefing updates, spreadsheet and database creation.
- Training, coaching and mentoring skills.
- Politically aware and sensitive.
- Prioritisation skills with ability to manage multiple projects.
- Flexible, enthusiastic and committed.
- Able to keep projects and people on track.
Desirable
- In depth knowledge of the NHS leadership agenda.
- Understanding of evaluation tools and techniques.
- Experience of managing budget.
Special Requirements
Essential
- Able to travel across Trust sites to meet the requirements of the post.
Person Specification
Qualifications
Essential
- Masters level qualification or equivalent acquired through degree and professional qualification plus additional training or equivalent experience.
- Evidence of CPD.
Desirable
- Project Management Qualification
Experience
Essential
- Substantial experience at senior level in health care setting.
- Proven track record of delivery against project objectives within time and budget parameters.
- Experience of working with senior managers and leaders.
- Proven track record and experience of successful working with clinical staff, patients, service users or carers.
Desirable
- Relevant experience in communications or project management roles.
- Experience of development department plans and contributing to directorate strategy.
Special Skills & Knowledge
Essential
- Ability to manage and deliver projects and including evidence of change management skills.
- Knowledge and understanding of NHSLA targets and CQC requirements.
- Demonstrable knowledge and application of the statutory responsibility of complaints procedures.
- High level of interpersonal, communication, negotiating and presentation skills.
- Ability to organise and prioritise a complex and varied workload to meet competing demands.
- Knowledge and understanding of the NHS strategy and policy agendas including NHS structure, strategy, vision and policy.
- Competent user of Microsoft/Computer products.
- Able to work independently and take accountability for own actions.
- Ability to work under pressure to tight deadlines and prioritise work.
- Ability to deal with highly complex, highly sensitive issues in an efficient, unbiased fashion.
- Ability to deal with challenging behaviour and difficult staff situations.
- Ability to empathise with staff and work collaboratively at all levels
- Flexible/positive attitude to work.
- A high level of communication skills will be required. This includes the interpersonal and diplomacy skills necessary to communicate sensitive and/or contentious project initiation, management and outcome issues with internal and external stakeholders from a multiplicity of organisations.
- Persuasion and negotiation skills required to secure the co-operation of others on project/task delivery and portfolio management issues.
- Developed analytical and problem solving skills will be required for assessing options for project/task delivery, assessment of project/business plans and formulation and adjustment of plans.
- Developed presentation skills for reporting to large groups.
- Proven team worker with ability to motivate others.
- Numerate and IT literate with fast and accurate keyboard skills for regular report writing, briefing updates, spreadsheet and database creation.
- Training, coaching and mentoring skills.
- Politically aware and sensitive.
- Prioritisation skills with ability to manage multiple projects.
- Flexible, enthusiastic and committed.
- Able to keep projects and people on track.
Desirable
- In depth knowledge of the NHS leadership agenda.
- Understanding of evaluation tools and techniques.
- Experience of managing budget.
Special Requirements
Essential
- Able to travel across Trust sites to meet the requirements of the post.
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
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).
