The Patient Experience Team is looking for a highly motivated and well-organised individual to work in this busy and successful team to support the Trust in managing patient feedback reporting, public and patient engagement, and delivering patient experience improvement initiatives. You will be aligned to the Outer North West clinical division and may also be required to work across providing support to other divisions. The base for this position is Wembley.
You will be required to work with a range of internal and external stakeholders, including our staff, commissioners, and our public and patients, therefore you will have excellent interpersonal skills. You will also be required to deliver training and present reports at meetings. Due to the nature of the work, you will be able to work under pressure and to tight timescales.
Main duties of the job
The post holder will:
1. Be responsible for promoting and facilitating the development of effective patient experience improvement programmes across the Trust and Divisions.
2. Provide direct, consistent, and systematic support to the Outer North West Division at team level with particular emphasis on patient experience performance and targets and co-management with the service of associated Improvement action plans.
3. Where required, work with the Division to present its performance at a range of meetings relating to patient experience, especially the Trust Patient Experience Group.
4. Manage specific project work in a number of areas as agreed with the Assistant Director of Patient Experience, directly delivering key parts of projects as required.
About us
Just as we care about our patients' wellbeing, we care about yours!
We can offer you:
* A comprehensive induction into the community service followed by a local induction to introduce you to the role.
* Car lease scheme *T&C's apply.
* Flexible working options.
* Training, support, and development in your career.
To have a full look at our benefits and what it's like working for us please go here: https://www.clch.nhs.uk/job/pay-and-benefits
Job responsibilities
Please refer to the attached Job Description and Person specification for outline of skills, knowledge and experience required.
Person Specification
Education/Qualification
* Relevant Post-Graduate Diploma or equivalent experience.
* Evidence of continuous personal development.
* Healthcare related qualification e.g. Nursing, Medical or Allied Health Professional.
Experience
* Experience of leading and managing change.
* Experience of working within multi-disciplinary teams.
* Experience of database systems.
* Experience of dealing with patients or the public or in customer care roles.
* Experience in project management.
* Experience of designing and delivering training programmes.
Skills & Knowledge
* Well-developed analytical and strategic visioning skills.
* Ability to use data and information effectively to set and monitor performance.
* Excellent organisational skills.
* Ability to communicate complex issues effectively to a wide range of audiences.
* Ability to build effective collaborative relationships across organisational boundaries.
* Excellent influencing skills and ability to educate and inform.
* Ability to analyse complex situations and problem solve.
* Facilitation skills, able to assist other staff in problem solving and decision making.
* Ability to use word processing, spreadsheet and database programmes such as Microsoft Office products.
* Good interpersonal skills both orally and in writing to a high standard. Report, letter, memo and minute writing skills.
* Demonstrable ability to work under pressure, work to deadlines and to prioritise workload under own initiative.
* Knowledge and understanding of both clinical and non-clinical risk assessment and management within the NHS.
* Knowledge and understanding of confidentiality issues.
* Knowledge of Hospital Systems (computer & manual).
* Knowledge and understanding of the Complaints and Claims Processes.
* Knowledge of NHSLA standards and assessment processes.
* Knowledge of co-design of other methods of working in partnership with others to change or redesign services.
Key Attributes
* Ability to travel to CLCH sites.
* Understanding of diversity, equality and confidentiality issues.
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.
Assistant Director of Patient Experience
£42,939 to £50,697 a year Per Annum, inclusive of HCAS
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