Associate Director Service Improvement-Patient and Staff
The Newcastle upon Tyne Hospitals NHS Foundation Trust
An exciting opportunity has arisen to join the Patient and Staff Experience team as the Associate Director Service Improvement-Patient and Staff Experience. In this new and pivotal role, you will be responsible for providing leadership, management, and direction for the Trust's overall approach to Patient and Staff Experience. Taking a trauma-informed and relational approach to the Trust-wide patient and staff experience service, the successful applicant will drive meaningful transformation in a role that makes a real impact for patients and staff. We are looking for a motivated and value-driven individual with extensive experience in delivering learning and improvement work and building constructive collaboration with a range of stakeholders.
Main duties of the job
The main duties include providing clear leadership for Patient and Staff Experience improvement and transformation to deliver a portfolio of agreed projects and programmes that deliver evidence-based solutions in line with the Trust's strategic priorities. The Learning and Improvement Lead will work as a dedicated change lead Trust-wide and engage with staff at all levels within the Trust to drive quality improvement and embed change. The post-holder will work closely with senior managers and the clinical boards and undertake the day-to-day supervision of other members of the Patient and Staff Experience team. Excellent communication skills, embodying an inclusive leadership style, and the ability to utilise data and a person-centred approach to lead for change in a complex environment are key to this role.
About us
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
1. Freeman Hospital
2. Royal Victoria Infirmary (RVI)
3. Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
4. Newcastle Dental Hospital
5. Newcastle Fertility Centre
6. Northern Centre for Cancer Care, North Cumbria
7. Northern Genetics Service
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals
Job responsibilities
This post is integrated into the corporate Trust-wide Patient and Staff experience team. The post holder will:
1. Provide leadership, management and direction for the Trust's overall approach to Patient and Staff Experience and oversee the deployment of resources to undertake a trauma-informed and relational approach.
2. Formulate and develop long-term strategic and operational plans to promote and develop the patient and staff experience improvement agenda across Newcastle hospitals.
3. Interpret national and professional health service policies, developing a long-term strategy and leading on policies for specific projects with set standards and targets.
4. Translate strategy into policy and action plans that will have an impact throughout the field of patient and staff experience expertise.
5. Work with key stakeholders and provide a clear vision for the Trust, with quality improvement at the heart of everything we do.
6. Maintain a focus on experience, delivery, equality and improvement benefits, including quality, safety, productivity, efficiency, and inclusivity.
7. Create innovative organisational, leadership and management development solutions to improve effectiveness.
8. Actively liaise with the Directors of Operations to ensure alignment of the team's work programme with the Clinical Boards objectives.
9. Promote a culture of change, creativity, and leading-edge practice.
10. Provide leadership and supervision of the patient and staff experience team members, ensuring operational delivery of key improvement work.
11. Provide specialist advice relating to current professional, scientific and practice developments.
12. Analyze and interpret complex facts and evaluate new concepts for developments.
13. Interpret complex data from a variety of sources including patient and staff experience data.
14. Contribute to the development and articulation of best practice in patient and staff experience across the Trust.
15. Lead highly complex patient and staff experience decisions and communicate issues clearly to all stakeholders.
16. Support and monitor the progress of projects, ensuring alignment with the Trust's strategy for quality improvement.
17. Foster a culture of innovation and learning across the organisation.
18. Oversee the development of relevant and bespoke teaching and training materials.
19. Lead the process of embedding quality improvement theory and practice within current and future NES programmes.
20. Represent the Trust at a national level.
21. Proactively horizon scan, learning from best practices and interpreting them to inform service improvement activities.
Person Specification
Qualifications & Education
* Educated to Masters level or equivalent experience
* Further specialist training in healthcare improvement
* Evidence of continuing professional development
* Coaching qualification
Experience
* Substantial experience in the application of improvement science within a healthcare setting
* Significant experience in delivering, advising and supporting improvement and project work
* Significant experience leading change within a complex environment
* Experience of using statistical methods in evaluating performance (e.g. SPC)
* Experience of managing a team within a healthcare setting
* Experience of budget management and maintaining financial controls
* Experience of managing complex programmes of work or projects.
* Extensive experience of working with a wide variety of patients and their families.
* Experience of maintaining professionalism in the face of highly emotive problems
* Experience of managing especially complex and extreme presentations
* Experience of leading an organisational level programme of strategic importance
* Experience in carrying out and writing up research
* Experience in coaching or mentoring other members of staff
* Experience in working in partnership with external organisations
* Experience of supporting teams dealing with complex problems
* Experience in translating complex relational and care dynamics in a team approach
Knowledge & Skills
* Deep and broad knowledge of change management within healthcare
* Knowledge of service improvement methodologies (e.g. IHI's Model for Improvement, LEAN, Kaizen, Six Sigma)
* Effective communicator with diverse audiences
* Excellent listening, influencing and negotiation skills
* Detailed understanding of the NHS and key policy issues affecting improvement
* Ability to engage in constructive collaboration with stakeholders
* Ability to manage organisational stress and support others
* High level ability to articulate the role of patient and staff experience within healthcare
* Evidence of leadership skills and analytical abilities.
* Numerate, IT literate, and able to use business intelligence effectively.
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.
The Newcastle upon Tyne Hospitals NHS Foundation Trust
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