Head of Patient Experience, Engagement and Involvement
Doncaster & Bassetlaw Teaching Hospitals NHS FT
An exciting opportunity has arisen for a Head of Patient Experience at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust. This is a key position within the Chief Nurse office.
Working with the Deputy Chief Nurse, you will ensure that systems and processes are in place to enhance the development and co-ordination of patient and public engagement activities and services across the Trust in order to influence the development and delivery of services. This includes patient information, patient engagement and experience, complaints, concerns, and accessible information standards. This post plays a key role in delivering the patient experience strategic aim of our nursing, midwifery, and allied health professionals quality strategy.
Main Duties of the Job
1. Co-create and deliver the Trust programme for improving the relational care aspects of patient experience. Undertake presentations to staff groups and the public which convey highly contentious information.
2. Support Executive and Divisional Directors, Senior Managers, and Clinicians in the development of robust operational plans, service plans, and business cases for investment in their service areas from a patient experience and involvement perspective.
3. Ensure the approach to complaints is such that each complaint is viewed as a service improvement opportunity. Develop metrics and ways of working for the complaints process that ensure continuous feedback and learning.
4. Ensure appropriate Board level assurance provided through data-driven reports regarding complaints, concerns, and compliments, and identify improvement actions in collaboration with service providers.
5. Oversee and ensure the timely response to complaints and concerns.
6. Set up systems to monitor the level of engagement. Plan and deliver seminars and training for staff on patient and public engagement.
7. Review all National audits and surveys in relation to patient feedback and deliver presentations to the Board, identifying areas of good practice and action plans to address areas of concern.
8. Responsible for presenting update reports on patient experience, engagement, and involvement to key stakeholders.
About Us
DBTH is one of Yorkshire's leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.
At DBTH, we have a comprehensive framework of behaviours that guide us in our daily working lives; these form the DBTH Way. We pride ourselves on our commitment to the values of We Care, and now the DBTH Way builds upon these foundations, providing further clarity on what it means to embody these values in our everyday interactions.
As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us, for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities, and LGBTQ+ communities.
We offer a range of benefits to support our people including:
* Extensive range of learning opportunities
* NHS Pension Scheme
* Generous holiday entitlement in line with Terms & Conditions
* Comprehensive health and wellbeing support
* NHS Car Lease schemes and a range of salary sacrifice schemes
* Discounts on restaurants, getaways, shopping, and finance through external providers.
Job Responsibilities
Please see attached to the advert a job description and person specification for further details. Please ensure you read both documents carefully.
Please note, if your application is successful, you will be required to present original certificates of qualifications that are listed in the person specification under essential.
Person Specification
Knowledge and Experience
* Substantial relevant experience of leading the development of patient experience/safety initiatives.
* Evidence of having developed new initiatives, including multi-professional working.
* Experience of change and project management.
* Ability to write senior level documents.
Qualifications/Training
* Recent acute NHS experience in a senior patient-facing role or equivalent customer service/patient safety/strategic engagement role.
Personal Attributes & Skills
* Conveys written information clearly and accurately to a wide range of recipients.
* Experience in managing a team and ability to influence peers and management teams to achieve objectives.
* Adept with principles of information management and governance.
* Committed to personal and service development.
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.
Doncaster & Bassetlaw Teaching Hospitals NHS FT
Deputy Chief Nurse - PA to Deputy Chief Nurse
£62,215 to £72,293 a year Pro Rata Per Annum
Contract
Permanent
Working Pattern
Full-time, Flexible working, Home or remote working
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