Job summary Interview date Thursday 30 January 2025 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-basedsolutions in line with the Trust's strategic priorities. Whilst maintaining a focus on equality and experience, 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 is 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: o Freeman Hospital o Royal Victoria Infirmary (RVI) o Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site) o Newcastle Dental Hospital o Newcastle Fertility Centre o Northern Centre for Cancer Care, North Cumbria o Northern Genetics Service o Cramlington Manor Walks 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 and Newcastle Hospitals NHS Foundation Trust Date posted 10 January 2025 Pay scheme Agenda for change Band Band 8c Salary £74,290 to £85,601 a year per annum Contract Fixed term Duration 21 months Working pattern Full-time Reference number 317-2024-51-024 Job locations Royal Victoria Infirmary 317 02 Royal Victoria Infirmary NE1 4LP Job description Job responsibilities This post is integrated into the corporate trust wide Patient and Staff experience team. The post holder will:o Provide leadership, management and direction for the Trusts overall approach to Patient and Staff Experience and will oversee the deployment of resources to undertake a trauma informed and relational approach to the Trust wide patient and staff experience service.o Formulate and develop long-term strategic and operational plans to promote and develop the patient and staff experience improvement agenda across Newcastle hospitals, but which may impact across the NHS in England.o Interpret national and professional health service policies, in order to develop a longterm strategy and lead on policies for specific projects with set standards and targets in relation to patient and staff experience.o Translate strategy into policy and action plans which will have impact throughout the field of patient and staff experience expertise. Manage implementation of national policy and development plans.o Work with other key stakeholders and provide a clear vision for the Trust, with quality improvement at the heart of everything we do.o Maintain a focus on experience, delivery, equality and improvement benefits, including quality, safety, productivity, efficiency, and inclusivity.o Create innovative organisational, leadership and management development solutions to improve the effectiveness of individuals, teams, organisations, networks and systemso Actively liaise with the Directors of Operations to ensure alignment of the Teams work programme with the Clinical Boards objectives.o Promote culture of change, creative and leading-edge practice as a means of encouraging the adoption of innovative approaches and the building of capacity and capability.o Responsible for leadership and supervision of the patient and staff experience team members, providing staff supervision, team development work and ensuring theoperational delivery of key patient and staff experience related improvement work, including the management of patient and staff facing work.o To provide specialist advice relevant to the role relating to current professional, scientific and practice developments.o Analysis and interpretation of highly complex facts, together with a comparison of a range of options, evaluating new and innovative concepts, models, methods and practices for developmentso To interpret complex data from a variety of sources including patient and staff experience real- and right-time data, self-report measures, rating scales, direct and indirect structured observations and semi-structured interviews with patients, family members and others involved in the clients care and staff.o Working beyond the boundaries of NUTH, to contribute to the development and articulation of best practice in patient and staff experience across the Trust, representing the Trust regionally, nationally and internationally.o To lead highly complex patient and staff experience decisions, analysing and interpreting qualitative and quantitative data and designing improvement plans.o To communicate highly complex patient and staff experience issues clearly to all types of staff, patient groups, business units, senior management and partner agencies.o Support and monitor the progress of projects through the use of a project database, ensuring that projects are aligned with the Trust's strategy for quality improvement, and quality priorities and are delivered on time.o Foster and promote a culture of innovation and learning across the organisation, leading to build organisational capability, through training and the development of close links with learning and development, research and audit.o Oversee the development of relevant and bespoke teaching and training materials.o Lead the process of embedding quality improvement theory and practice within current and future NES programmes and developments.o Represent the Trust at a national level.o Proactively horizon scan, learning from the best local, regional, national and international practice and policy, accessing national benchmarking tools and interpreting them to inform service improvement activities across the Trust. Job description Job responsibilities This post is integrated into the corporate trust wide Patient and Staff experience team. The post holder will:o Provide leadership, management and direction for the Trusts overall approach to Patient and Staff Experience and will oversee the deployment of resources to undertake a trauma informed and relational approach to the Trust wide patient and staff experience service.o Formulate and develop long-term strategic and operational plans to promote and develop the patient and staff experience improvement agenda across Newcastle hospitals, but which may impact across the NHS in England.o Interpret national and professional health service policies, in order to develop a longterm strategy and lead on policies for specific projects with set standards and targets in relation to patient and staff experience.o Translate strategy into policy and action plans which will have impact throughout the field of patient and staff experience expertise. Manage implementation of national policy and development plans.o Work with other key stakeholders and provide a clear vision for the Trust, with quality improvement at the heart of everything we do.o Maintain a focus on experience, delivery, equality and improvement benefits, including quality, safety, productivity, efficiency, and inclusivity.o Create innovative organisational, leadership and management development solutions to improve the effectiveness of individuals, teams, organisations, networks and systemso Actively liaise with the Directors of Operations to ensure alignment of the Teams work programme with the Clinical Boards objectives.o Promote culture of change, creative and leading-edge practice as a means of encouraging the adoption of innovative approaches and the building of capacity and capability.o Responsible for leadership and supervision of the patient and staff experience team members, providing staff supervision, team development work and ensuring theoperational delivery of key patient and staff experience related improvement work, including the management of patient and staff facing work.o To provide specialist advice relevant to the role relating to current professional, scientific and practice developments.o Analysis and interpretation of highly complex facts, together with a comparison of a range of options, evaluating new and innovative concepts, models, methods and practices for developmentso To interpret complex data from a variety of sources including patient and staff experience real- and right-time data, self-report measures, rating scales, direct and indirect structured observations and semi-structured interviews with patients, family members and others involved in the clients care and staff.o Working beyond the boundaries of NUTH, to contribute to the development and articulation of best practice in patient and staff experience across the Trust, representing the Trust regionally, nationally and internationally.o To lead highly complex patient and staff experience decisions, analysing and interpreting qualitative and quantitative data and designing improvement plans.o To communicate highly complex patient and staff experience issues clearly to all types of staff, patient groups, business units, senior management and partner agencies.o Support and monitor the progress of projects through the use of a project database, ensuring that projects are aligned with the Trust's strategy for quality improvement, and quality priorities and are delivered on time.o Foster and promote a culture of innovation and learning across the organisation, leading to build organisational capability, through training and the development of close links with learning and development, research and audit.o Oversee the development of relevant and bespoke teaching and training materials.o Lead the process of embedding quality improvement theory and practice within current and future NES programmes and developments.o Represent the Trust at a national level.o Proactively horizon scan, learning from the best local, regional, national and international practice and policy, accessing national benchmarking tools and interpreting them to inform service improvement activities across the Trust. Person Specification Qualifications & Education Essential Educated to Masters level or equivalent experience Management qualification or equivalent experience Further specialist training in healthcare improvement Evidence of continuing professional development Improvement qualification / accreditation Project management qualification Desirable Improvement Advisor Qualification (or equivalent) Coaching qualification Practitioner in Managing Successful Programmes (or equivalent) Experience Essential 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, across the whole life course and applying this experience and knowledge in the context of the patient and staff experience service. Experience of maintaining a high degree of professionalism in the face of highly emotive and distressing problems Experience of managing especially complex and extreme presentations and emotive and distressing problems Experience of managing especially complex and extreme presentations and emotive and distressing problems Desirable 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 debriefing and supporting teams who are hearing/bearing witness to especially complex and emotive problems Experience in translating and making complex relational and care dynamics accessible in a whole team approach Knowledge & Skills Essential Deep and broad knowledge of change management within healthcare Knowledge and understanding of IHIs Model for Improvement, LEAN, Kaisen, Six Sigma and other service improvement methodologies Effective communicator with diverse audiences, across disciplines and bandings, and also with volunteers, Experts by Experience Demonstrates excellent listening, influencing and negotiation skills Detailed understanding of the NHS and key policy issues which affect improvement, performance and safety Ability to engage in constructive collaboration with internal and external stakeholders to achieve success Ability to contain and work with organisational stress and ability to hold' the stress of others High level ability to articulate and interpret clearly the role of patient and staff experience within healthcare Evidence of leadership skills and ability to influence at all levels using self-management ability and analytical, prioritisation and judgement skills. Numerate, IT literate, analytical and able to use business intelligence effectively including use of benchmarking tools such as GIRFT and Model Hospital. Desirable LEAN practitioner Person Specification Qualifications & Education Essential Educated to Masters level or equivalent experience Management qualification or equivalent experience Further specialist training in healthcare improvement Evidence of continuing professional development Improvement qualification / accreditation Project management qualification Desirable Improvement Advisor Qualification (or equivalent) Coaching qualification Practitioner in Managing Successful Programmes (or equivalent) Experience Essential 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, across the whole life course and applying this experience and knowledge in the context of the patient and staff experience service. Experience of maintaining a high degree of professionalism in the face of highly emotive and distressing problems Experience of managing especially complex and extreme presentations and emotive and distressing problems Experience of managing especially complex and extreme presentations and emotive and distressing problems Desirable 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 debriefing and supporting teams who are hearing/bearing witness to especially complex and emotive problems Experience in translating and making complex relational and care dynamics accessible in a whole team approach Knowledge & Skills Essential Deep and broad knowledge of change management within healthcare Knowledge and understanding of IHIs Model for Improvement, LEAN, Kaisen, Six Sigma and other service improvement methodologies Effective communicator with diverse audiences, across disciplines and bandings, and also with volunteers, Experts by Experience Demonstrates excellent listening, influencing and negotiation skills Detailed understanding of the NHS and key policy issues which affect improvement, performance and safety Ability to engage in constructive collaboration with internal and external stakeholders to achieve success Ability to contain and work with organisational stress and ability to hold' the stress of others High level ability to articulate and interpret clearly the role of patient and staff experience within healthcare Evidence of leadership skills and ability to influence at all levels using self-management ability and analytical, prioritisation and judgement skills. Numerate, IT literate, analytical and able to use business intelligence effectively including use of benchmarking tools such as GIRFT and Model Hospital. Desirable LEAN practitioner 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name The Newcastle upon Tyne Hospitals NHS Foundation Trust Address Royal Victoria Infirmary 317 02 Royal Victoria Infirmary NE1 4LP Employer's website https://careers.nuth.nhs.uk/why-us (Opens in a new tab)