Job summary
We are looking to recruit a passionate, engaging, and
dynamic individual to support the Head & Deputy of Quality and Patient
Safety in leading strategic and operational development and service delivery of
Patient Relations Service. This includes collaborative work towards. They must
develop and manage the organisations complaints policies and procedures in line
with current legislation and best practice relating to the management of
complaints. Responsibility for ensuring that the organisation is compliant with
the Parliamentary Health Service Ombudsman (PHSO) and Regulators standards in
relation to complaints management. The role is full time, over office hours. Based
at our head office in Worcester. Hybrid remote working is an option. At
Herefordshire and Worcestershire Health and Care NHS Trust, we pride
ourselves in providing outstanding care to patients. We will provide you with
resources to develop and progress a long-term career as well as flexibility,
continual professional development as well as a wide range of wellbeing and support.
If you would like to discuss informally if this is the right role for you, get
in touch with Recruiting Manager which can be found on the top right-hand side
of the advert.
Main duties of the job
The
successful candidate will be responsible for supporting the Head of Quality
& Patient Safety in the delivery of the Patient Relations Strategy. The
post holder will work strategically with other Quality & Safety leads in
supporting SDU leads with managing complaints and any other patient safety
leads.
About us
At Herefordshire and Worcestershire Health and Care NHS Trust, we are working together to deliver outstanding care. We run community hospitals and community health services across Worcestershire and provide mental health and learning disability services across both Herefordshire and Worcestershire.
Our people (all 4500+ of them) provide services for people of all ages, experiencing both physical and/or mental health conditions from over 100 sites.
We will support you to thrive; offer flexible working options for a great work-life balance, help you fulfil your ambitions, and empower you to make positive changes within your team or service. Its why we were named Large Apprenticeship Employer of the Year award at the 2022 Worcestershire Apprenticeship Awards. We value diversity and encourage applications from people of all backgrounds, cultures, and ethnicities.
What we offer
27 days leave plus bank holidays, increasing up to 33 days with long service
Generous NHS pension and enhanced pay when you work unsocial hours
Flexible and agile working opportunities
Great maternity, paternity, and adoption support
Wide range of staff networks such as LGBT+ and ENRICH (Equality Network for Race Inclusion and Cultural Heritage)
Health service discounts and online benefits including excellent cycle to work and car salary sacrifice schemes
Health and wellbeing opportunities
If you would like to know more, please visit our careers website.
Job description
Job responsibilities
For full details of the duties and criteria for the role
please refer to the job description and person specification attached.
Job description
Job responsibilities
For full details of the duties and criteria for the role
please refer to the job description and person specification attached.
Person Specification
Experience
Essential
- Previous substantial experience of having worked in complaints and PALS.
- Experience of managing staff and leading teams.
- Experience of having worked to performance targets.
- Experience of working to national standards
- Experience of designing and delivering learning events
- Experience of having used analytical skills to produce necessary actions and reports.
- Previous experience of managing change.
- Experience of supporting organisational learning and change based on patient feedback and concern.
- Experience of external complaint systems.
- Customer Care feedback and concern.
- Ability to apply quality improvement methodologies to facilitate/implement change in healthcare settings.
- Experience of applying teaching techniques with the ability to demonstrate an understanding of learner needs.
- Experience of mentoring within a clinical setting to improve clinical practice.
- Experience of the wider clinical nursing setting, including multi-disciplinary teams (MDTs).
Knowledge
Essential
- Able to manage service developments and implement change.
- Project management skills
- Excellent verbal and written skills including influencing, negotiation and leadership skills.
- Knowledge of Datix/incident reporting system and the ability to collate comprehensive reports.
Qualifications
Essential
- Degree level education.
- Degree Level or equivalent experience.
- Evidence of ongoing professional development
- Evidence of leadership training Knowledge and appreciation of strategies to overcome resistance to change.
- I understand that I will be asked to provide original certificates to verify my qualifications at point of offer.
Additional criteria
Essential
- Able to meet the travel requirements of the post,
Person Specification
Experience
Essential
- Previous substantial experience of having worked in complaints and PALS.
- Experience of managing staff and leading teams.
- Experience of having worked to performance targets.
- Experience of working to national standards
- Experience of designing and delivering learning events
- Experience of having used analytical skills to produce necessary actions and reports.
- Previous experience of managing change.
- Experience of supporting organisational learning and change based on patient feedback and concern.
- Experience of external complaint systems.
- Customer Care feedback and concern.
- Ability to apply quality improvement methodologies to facilitate/implement change in healthcare settings.
- Experience of applying teaching techniques with the ability to demonstrate an understanding of learner needs.
- Experience of mentoring within a clinical setting to improve clinical practice.
- Experience of the wider clinical nursing setting, including multi-disciplinary teams (MDTs).
Knowledge
Essential
- Able to manage service developments and implement change.
- Project management skills
- Excellent verbal and written skills including influencing, negotiation and leadership skills.
- Knowledge of Datix/incident reporting system and the ability to collate comprehensive reports.
Qualifications
Essential
- Degree level education.
- Degree Level or equivalent experience.
- Evidence of ongoing professional development
- Evidence of leadership training Knowledge and appreciation of strategies to overcome resistance to change.
- I understand that I will be asked to provide original certificates to verify my qualifications at point of offer.
Additional criteria
Essential
- Able to meet the travel 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
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).
