Matron - Patient Experience and Engagement
Nottingham University Hospitals NHS Trusts
You will be part of the leadership team who leads our amazing Patient and Engagement Team and the functions which sit within this team, including survey management, PALS & Complaints, and Patient Experience. We are a forward-looking team, always striving to improve who would welcome someone with the same outlook.
You will be a Senior Clinical Leader demonstrating a proven track record of managing and developing teams; translating Strategy into action; and have extensive experience working in the NHS.
As one of two Matrons, this role will deputise for the Head of Patient Experience and Engagement in the delivery of the Patient Experience and Engagement Statutory responsibilities, regulatory responsibilities, and Strategic Priorities.
Main duties of the job
Professional Requirements:
1. Registered Healthcare professional, supported by a master's degree in a health-related subject.
2. Corporate responsibility in the development and delivery of Patient Experience and Engagement Strategic Priorities, including a focus on PALS and Complaints.
3. Support the provision of high-quality care through supporting the delivery of the Patient Experience and Engagement Priorities within the NUH Quality Strategy; achieving compliance with Care Quality Commission (CQC) regulations and our legal duty under the Health and Social Care Act 2012.
4. Responsible for supporting the corporate nursing contribution to patient experience and patient public involvement function to maintain and develop the quality of the delivery of patient experience and patient public involvement functions.
5. Work at all sites across Nottingham University Hospitals, NHS Trust.
About us
With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education, and innovation.
Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world-class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavor to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Job responsibilities
1. Support the Head of Patient Experience and Engagement in planning for the long-term strategic vision and leadership in the field of patient experience.
2. Deputise for and support the Head of Patient Experience in representing patient experience and engagement at strategic levels, collaborating with Integrated Care Boards (ICBs), NHS England, Healthwatch, and other stakeholders.
3. Work in a matrix management style and foster close working relations with other managers within the Trust and wider NHS, Social Care, and voluntary organizations.
4. Provide leadership in working with divisional and corporate directorate teams and patient public involvement and experience leads delivering the Trust's patient experience and engagement strategic priorities.
5. Manage the Patient Experience and Engagement Function, including managing disciplinary procedures, recruitment, and ensuring appraisals are undertaken regularly.
6. Lead Patient Experience and Engagement Team development and training and develop a Patient Experience and Engagement training strategy for the Trust.
7. Assume responsibility for the Complaint and PALS function, ensuring oversight and monitoring of complaint KPI performance.
8. Liaise and provide leadership, advice, and support to Divisions and Corporate departments to design, deliver, and monitor their patient public involvement and experience strategies.
9. Collate Patient Experience and engagement data, including Friend and Family Test (FFT) and National and Local surveys.
10. Lead on monitoring systems to ensure qualitative and quantitative evidence is collected to demonstrate achievement of Patient Experience Standards.
11. Support development, management, and updating of policies and procedures, ensuring the adoption of best practice methodology.
12. Provide leadership within the Trust in anticipating key issues and priorities around regulatory requirements for patient experience.
13. Lead on the Governance Agenda for the Patient Experience and Engagement Function, including risk management.
14. Provide expert support and advice to all disciplines of healthcare staff.
15. Act as an expert resource when speaking with patients and relatives.
16. Lead on a broad range of patient public involvement and experience improvement initiatives.
17. Support the analysis and interpretation of national policy and guidance for implementation at Trust level.
18. Develop mechanisms to promote patient-centered care.
19. Ensure and develop new relationships with patients, public, community groups, and stakeholders.
20. Support the development and maintenance of patient experience and engagement policies and guidelines.
21. Contribute to the evidence base body of knowledge regarding excellence in patient experience and engagement.
22. Support patient experience and engagement budget setting.
Person Specification
Qualifications
* Qualified Clinical Practitioner / Registered with NMC
* Masters degree - Leadership/Healthcare related
* Experience 8A or above in Patient Experience / Engagement
Experience
* Extensive knowledge of the NHS and current standards within patient experience.
* Significant experience at clinical/corporate management level including strategy development, budgetary control, and clinical leadership.
* Experience of leading and delivering programmes of change within an acute NHS setting.
* Experience of line management of groups of clinical areas.
* Experience Leading and delivering Strategy.
Communication Skills
* Excellent communication skills, written and oral (Board Level report Writing).
* Ability to build successful teams.
* Able to work collaboratively with partner organizations.
* Ability to influence and motivate staff to deliver challenging targets.
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.
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