Senior Lead for Patient Experience and Quality
South Tyneside and Sunderland NHS Foundation Trust
Providing a high-quality patient experience is at the heart of everything we do at South Tyneside and Sunderland NHS Foundation Trust. We are looking for an enthusiastic and motivated Registered Nurse, Midwife or Allied Health Care Professional to be part of the Corporate Nursing and Quality Team delivering on the patient experience priorities in line with the National Patient Experience Framework. The role will also lead on patient engagement, data analysis, report writing, involvement in quality improvement projects, multi-agency working as well as acting as an ambassador for patient experience. Additionally, the postholder will lead the Advice and Complaints Team to ensure learning and improvements. This is an exciting opportunity to build on the work that is already underway to provide patient-centred care. This role will offer variety and the opportunity to work with clinical teams across the organisation to ensure that the voices of patients, carers and family members are heard and included at the heart of Trust's activities.
A key initiative in the Trust is the ward and team accreditation scheme and the postholder will have responsibility for the design and assurance associated with this initiative.
Main duties of the job
* Overseeing the work of the Advice and Complaints Service to ensure prompt investigation and learning from concerns and complaints. This will also involve reporting to and advising the Patient Experience Group on strategic actions necessary as a result of complaints and concerns and overseeing the liaison with the Parliamentary Health Service Ombudsman.
* Developing and directing specific projects relating to patient experience.
* Development of policies and procedures to support achievement of goals.
* Overseeing and directing quality projects and applying project management and change management techniques to ensure projects and benefits are delivered to agreed timeframes and targets.
* Guiding the organisation on co-production relating to the patient experience.
* Supporting the Chair of the Nutrition and Hydration Steering Forum to implement the associated work plan.
* Supporting the Nursing and Quality Directorate to achieve priorities associated with the Patient Safety and Quality Strategy.
* Overseeing effective implementation of the ward and team accreditation schemes.
About us
Please help us by adding your telephone number to your application form; this will allow us to contact you quickly if required.
One Team One Trust - There are many reasons to work at our Trust. From our commitment to putting people first to our accessible services and award-winning teams. We have a passion for research, innovation and tackling inequalities. We are committed to respect, fairness and civility and promote a compassionate, caring and positive culture / working environment.
We welcome all applications irrespective of people's race, disability, gender, sexual orientation, religion/belief, age, gender identity, marriage and civil partnership, pregnancy/maternity and in particular those from under-represented groups. Looking after our workforce's health and wellbeing is a priority for STSFT. We also provide access to high-quality education, training, career progression and support. Flexible working is supported via the Trust's Flexible Working Policy.
The Trust employs around 8,300 people and provides a range of hospital services to a local community of around 430,000 residents. We also provide a range of more specialised services outside this area, in some cases to a population as great as 860,000. We offer our staff outstanding benefits - Fitness Centre (SRH), libraries at both hospital sites, chaplaincy support and access to a Childcare Co-ordinator to help staff with childcare arrangements.
Job responsibilities
The post holder will be responsible for the implementation of quality improvement initiatives in efficiency, safety, effectiveness and quality of patient experience.
The post holder will provide specialist training, guidance and support on quality and service improvement and pathway development to healthcare professionals and supporting staff across the organisation. This will be a key component of the role.
The post holder will support the Trust to develop and embed the philosophy of quality improvement throughout the organisation.
As a key member of the Nursing & Quality Team, the post holder will:
* Further develop the quality improvement approach to learning from complaints, patient feedback and enhancement of the patient experience.
* Deliver the improvement agenda within the Trust and integrate continuous improvement into everyday working.
* Work in collaboration with key stakeholders to ensure that improvements are implemented and sustained in all areas in order to meet national and local targets.
* Provide education and practical support in terms of project management and documentation to clinical and other teams to take forward continuous improvement within their areas.
* Ensure effective systems are developed for ward and team accreditation.
* Liaise and work with other improvement initiatives within the Trust as necessary.
* Promote a positive image of quality improvement and its benefits to patients and staff.
* Develop relationships with external stakeholders including, but not limited to the University of Sunderland, voluntary sector.
* Work with the Deputy Director of Nursing to ensure prompt investigation and learning from concerns and complaints.
* Work with the Deputy Director of Nursing to develop specific projects relating to patient experience.
* Work with Directorate management teams to lead, support and embed a Quality Improvement approach to learning from concerns and complaints.
* Help to set policies and procedures to support achievement of goals.
* Prioritise projects and assignment objectives, plans, methodologies and targets, and apply project management and change management techniques to ensure projects and benefits are delivered to agreed timeframes and targets.
* Ensure the range of projects and assignments deliver results in line with the agreed Quality Strategy, in a way that reflects the organisations values and objectives.
* Support project and programme team members to develop performance management monitoring systems ensuring long-term sustainability of change programmes.
Person Specification
Experience
* Managerial experience involving patient experience analysis and management of complaints
* Management of staff
* Management of projects
* Conference speaker/presenter
* Evidence of working with a range of healthcare professionals across organisations to deliver improvement
* Evidence of working in a clinical governance role
Qualifications
* Educated to Masters degree level or equivalent
* Clinical qualification or equivalent professional experience
* Theoretical knowledge and practical experience of project management
* Experience of involvement in quality/service improvement from an operational or professional perspective
* Ability to apply performance management skills to assess progress and deliver projects in a timely way
* Extensive varied experience of presenting to groups
* Facilitation and chairing of large groups of staff with varied job experience/roles within the NHS
* Evidence of continuing professional development relevant to the specialist area of clinical governance
* Advanced knowledge and experience in the use of Microsoft Word, Excel and PowerPoint, Meditech
* Management experience in Acute NHS care
* Recognised qualification in Quality Improvement methodology (e.g. QI Fellow Improvement Advisor, LEAN training etc.) or evidence of working towards this
Physical Skills
* The job holder should be able to travel to/work at various sites across the Trust (possibly on a daily/short notice basis).
* Ability to work in the clinical environment
Skills and Knowledge
* Skills in process mapping, analysis and redesign
* Ability to lead and manage teams
* Ability to build and maintain good working relationships with colleagues at all levels.
* Excellent organisational skills
* Excellent verbal and written communication skills
* The ability to manage a complex workload and competing priorities
* High level of interpersonal skills for effective communication and motivation
* High level of facilitation, influencing and negotiating skills
* Excellent presentation skills
* High level of data manipulation, analysis and presentation skills
* Motivated
* Action focused
* Engaging of others
* Resilient
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.
South Tyneside and Sunderland NHS Foundation Trust
#J-18808-Ljbffr