Job summary
Are you an enthusiastic and resilient
individual seeking an opportunity to make a real difference? DHU Healthcare has
a rewarding opportunity for you!
Join our team of Patient Experience
Facilitators at the forefront of providing essential support to those in
need.
Comprehensive Training: Successful candidates will undergo four weeks of full-time training, led
by a team of dedicated trainers followed by three weeks of supported practice.
You`ll be trained on NHS Pathways systems, a recognisable licence that you`ll
receive on completion of training. Further details will be provided during the
interview process. Note: No medical background is required.
Salary:
From £25, 146 + leadership enhancement
Generous annual leave entitlement: Standard 25 days + 8 bank holidays, increasing with service up to 33
days + 8 bank holidays.
Health Cash Plan:We take care of your health and wellbeing with health
cash plans provided through Westfield Health. A health cash plan allows you to
claim money back, up to set limits, towards the cost of your essential
healthcare, as well as providing access to valuable health and wellbeing
services.
NHS Pension Scheme: Rest assured knowing your future is secure with our NHS pension scheme.
Already an NHS employee? We acknowledge your continuous service and commitment
to healthcare excellence allowing you to bring your existing pension pot and
holiday allowance with you!
Main duties of the job
What your typical day looks like:
Team Management: Oversee the Patient Experience Team, ensuring timely completion of
appraisals and 1-2-1 meetings.
Quality Improvement: Work with the Head of Clinical Development & Quality to enhance
Continuous Quality Improvements.
Datix
Responsibility: Manage and maintain the Datix Manual
to support NHS 111 management and provide Datix training.
Audit Oversight: Ensure the correct process and timely completion of audits as part of
the clinical governance framework.
Performance and
Training: Identify performance issues from
audits and escalate them for targeted training to improve triage quality and productivity.
Call Audits: Demonstrate expertise in NHS Pathways call audit toolkits and ensure
accurate documentation in audits.
Confidentiality
& Compliance: Ensure
confidentiality and adherence to policies like the Data Protection Act and
Freedom of Information Act.
To be successful, you'll need:
- Experience: Proven line management experience with a record of leading teams.
- Working Under Pressure: Able to meet tight deadlines while maintaining professionalism.
- Assertive Challenge Management: Skilled in handling workplace challenges assertively and professionally.
- IT Skills: Proficiency in Word, Excel, email, and electronic media.
- Analytical & Problem-Solving: Strong analytical skills with initiative-driven problem-solving.
- Communication: Clear and sensitive communication skills.
About us
Employee benefits:
We
believe in rewarding you, our colleague, for your hard work and dedication to
providing the very best in patient care. As part of our team, you can enjoy a
host of benefits to enhance your wellbeing.
Car Lease Scheme: DHU has teamed up with NHS Fleet
Solutions to offer a salary sacrifice scheme for colleagues. As part of our
citizenship commitment and active approach to reducing our carbon footprint, we
can provide you with lease options on a brand-new hybrid or electric car.
Enhanced Maternity/Paternity Leave: We
understand the importance of family, which is why we offer enhanced maternity
and paternity leave to support you during this special time in your life,
supported by a robust Family Friendly policy.
Referral Programme: Share the benefits of working at DHU
with your network and you can earn cash rewards through our Employee Referral
Programme.
At DHU HealthCare we pride ourselves on our diverse workforce, and
we remain committed to ensuring every person, in each of our teams, can bring
their true selves to work without risk or fear of discrimination. As such, we
would welcome applications from diverse audience representing the communities
we continue to serve.
We proudly
embrace forces-friendly practices and dedicate unwavering support to our
Veterans/Service Leavers; Reservists; Cadet Force Adult Volunteers and military
spouses/partners, fostering a workplace that values their unique skills and
contributions.
Job description
Job responsibilities
Purpose
of the Role
The NHS
111 Patient Experience Facilitator Lead will be responsible for the line
management of the Patient Experience Team. The Patient Experience Lead will
oversee the completion of audits and investigations arising from complaints,
incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111
service and link with clinical governance team to ensure audit and
investigation is completed in a timely and accurate manner. This role plays an
important part in the delivery of a safe, effective and high-quality service,
through timely audit and feedback, training and development of managers in
using the Datix system and promotes best practice and shares learning from
themes and trends identified.
A
commitment to quality service and excellence in all that DHU Health Care
undertakes are integral to the role and the development of the service. The
post holder will participate in promoting and advancing DHU Health Care.
Values, behaviors and principles
The post holder is expected to lead by example in
terms of role modelling the behaviors associated with our values.
We are always:
Compassionate we show kindness, consideration and understanding
in everything we do and demonstrate our caring nature to our patient, people
and communities
Accomplished we are available day and night a response,
adaptable, professional NHS partner, providing the best advice, care and
treatment for every individual
Respectful we recognise the value that individual and team
difference bring welcoming views, listening, being honest, and learning from
others experiences
Encouraging we believe everyone matters, so we inspire
confidence in other promoting speaking up, fostering career-long learning
and development, and supporting improvement ideas
Key
Areas of Responsibility & Accountability
Line management
responsibility of the Patient Experience Team, ensuring that one to one
meetings and appraisals are completed in a timely manner.
Participate
in the development of own and teams personal development plans.
Work
effectively with the Head of Clinical Development & Quality to establish,
maintain and improve Continuous Quality Improvements
To be the first
contact for disciplinary and grievance issues raised within the Patient
Experience Facilitator team.
Responsible for
the maintenance of the Datix Manual to support the NHS 111 management teams
with the Datix process.
Deliver Datix
training for NHS 111 teams when required, promoting call audit as a supportive
intervention that focuses on learning, development, and improvement in
individual and organisational practice.
Demonstrate
expert knowledge of the NHS Pathways call audit toolkits and ensure
competencies are applied to all calls via the detailed competency document or
quick guide.
Demonstrate a
comprehensive knowledge of the DHU processes and procedures as set out in the
NHS 111 Call Centre Operating Manual
Oversight
of audits raised through the clinical governance framework through the correct
process and within the required timescales.
Participate
in the clinical governance and quality improvement requirements of the DHU 111
Service
Responsible for
consistency of clear and concise documentation in call audit tools and call
summary documentation for the team
Identify and
escalate performance themes from audit that assist with the development of
targeted training to aid improvement of the quality of triage and advisor
efficiency and productivity.
Escalate audit
concerns relating to patient safety to a Head of Clinical Development &
Quality in a pro-active and timely manner.
Organise
and prioritise effectively own work schedule to ensure operational excellence
with minimum supervision.
In liaison with
the CQI Team promote excellence in audit by participating in regular levelling
sessions to ensure own on-going expertise and ability to apply a fair and
equitable audit process.
Ensure a
pro-active, professional, timely communication link is maintained with the
clinical governance team and NHS 111 Management team.
Maintain own
expert call taking practice contributing weekly to the delivery of safe,
accurate and efficient calls.
Escalate any identified risks and opportunities to the service via
organisational policy and appropriate channels.
Maintain
strict confidentiality in relation to all issues concerned within the service
and adhere to DHU policy ensuring staff are aware of their obligations under
the Freedom of Information Act, Information Governance and the Data Protection
Act.
Any
other reasonable duties as required from time to time.
Job description
Job responsibilities
Purpose
of the Role
The NHS
111 Patient Experience Facilitator Lead will be responsible for the line
management of the Patient Experience Team. The Patient Experience Lead will
oversee the completion of audits and investigations arising from complaints,
incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111
service and link with clinical governance team to ensure audit and
investigation is completed in a timely and accurate manner. This role plays an
important part in the delivery of a safe, effective and high-quality service,
through timely audit and feedback, training and development of managers in
using the Datix system and promotes best practice and shares learning from
themes and trends identified.
A
commitment to quality service and excellence in all that DHU Health Care
undertakes are integral to the role and the development of the service. The
post holder will participate in promoting and advancing DHU Health Care.
Values, behaviors and principles
The post holder is expected to lead by example in
terms of role modelling the behaviors associated with our values.
We are always:
Compassionate we show kindness, consideration and understanding
in everything we do and demonstrate our caring nature to our patient, people
and communities
Accomplished we are available day and night a response,
adaptable, professional NHS partner, providing the best advice, care and
treatment for every individual
Respectful we recognise the value that individual and team
difference bring welcoming views, listening, being honest, and learning from
others experiences
Encouraging we believe everyone matters, so we inspire
confidence in other promoting speaking up, fostering career-long learning
and development, and supporting improvement ideas
Key
Areas of Responsibility & Accountability
Line management
responsibility of the Patient Experience Team, ensuring that one to one
meetings and appraisals are completed in a timely manner.
Participate
in the development of own and teams personal development plans.
Work
effectively with the Head of Clinical Development & Quality to establish,
maintain and improve Continuous Quality Improvements
To be the first
contact for disciplinary and grievance issues raised within the Patient
Experience Facilitator team.
Responsible for
the maintenance of the Datix Manual to support the NHS 111 management teams
with the Datix process.
Deliver Datix
training for NHS 111 teams when required, promoting call audit as a supportive
intervention that focuses on learning, development, and improvement in
individual and organisational practice.
Demonstrate
expert knowledge of the NHS Pathways call audit toolkits and ensure
competencies are applied to all calls via the detailed competency document or
quick guide.
Demonstrate a
comprehensive knowledge of the DHU processes and procedures as set out in the
NHS 111 Call Centre Operating Manual
Oversight
of audits raised through the clinical governance framework through the correct
process and within the required timescales.
Participate
in the clinical governance and quality improvement requirements of the DHU 111
Service
Responsible for
consistency of clear and concise documentation in call audit tools and call
summary documentation for the team
Identify and
escalate performance themes from audit that assist with the development of
targeted training to aid improvement of the quality of triage and advisor
efficiency and productivity.
Escalate audit
concerns relating to patient safety to a Head of Clinical Development &
Quality in a pro-active and timely manner.
Organise
and prioritise effectively own work schedule to ensure operational excellence
with minimum supervision.
In liaison with
the CQI Team promote excellence in audit by participating in regular levelling
sessions to ensure own on-going expertise and ability to apply a fair and
equitable audit process.
Ensure a
pro-active, professional, timely communication link is maintained with the
clinical governance team and NHS 111 Management team.
Maintain own
expert call taking practice contributing weekly to the delivery of safe,
accurate and efficient calls.
Escalate any identified risks and opportunities to the service via
organisational policy and appropriate channels.
Maintain
strict confidentiality in relation to all issues concerned within the service
and adhere to DHU policy ensuring staff are aware of their obligations under
the Freedom of Information Act, Information Governance and the Data Protection
Act.
Any
other reasonable duties as required from time to time.
Person Specification
Experience
Essential
- Line Management Experience
- Previous experience of working under pressure to tight deadlines
- Able to manage challenge assertively and professionally.
- Experience of communication with a variety of people
- IT experience (e.g., Word/Excel and other packages) as well as email systems and other electronic media
- Excellent interpersonal/ communication skills with a variety of media and all levels of staff
- Effective time management strong organisational skills
- Ability to maintain strict levels of confidentiality.
- Assertiveness and willingness to challenge unacceptable practice.
- Commitment to organisational development and learning
- Ability to receive and act on developmental feedback
Desirable
- Accredited NHS Pathways user
- Accredited NHS Pathways Coach
Person Specification
Experience
Essential
- Line Management Experience
- Previous experience of working under pressure to tight deadlines
- Able to manage challenge assertively and professionally.
- Experience of communication with a variety of people
- IT experience (e.g., Word/Excel and other packages) as well as email systems and other electronic media
- Excellent interpersonal/ communication skills with a variety of media and all levels of staff
- Effective time management strong organisational skills
- Ability to maintain strict levels of confidentiality.
- Assertiveness and willingness to challenge unacceptable practice.
- Commitment to organisational development and learning
- Ability to receive and act on developmental feedback
Desirable
- Accredited NHS Pathways user
- Accredited NHS Pathways Coach
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.
