Patient Experience Lead
Patient Experience Lead | Southend | Band 5 equivalent | Full time
Spire Wellesley Hospital has an exciting opportunity for a Patient Experience Lead. This is a full-time role working 37.5 hours per week, Monday – Friday, possibly an occasional Saturday.
Spire Wellesley offers comprehensive private hospital services in a comfortable and relaxed environment to patients from across Essex. We believe it's our people that really set us apart, from the very best medical professionals to our attentive and highly experienced support staff.
The Wellesley has 3 Theatres (2 laminar flow) and an endoscopy unit, a 33 bedded Surgical Ward covering a wide variety of specialties including Orthopaedics, Bariatrics, General Surgery, Vascular, Plastics, Gynae, Ophthalmology, Spinal, Urology and ENT.
Duties and responsibilities:
* Lead and drive improvements to the patient experience utilizing all information available within Spire. Monitor changes made and ensure initiatives are trailed, reviewed, and embedded.
* Demonstrate excellent communication and interpersonal skills with the ability to influence change. Interrogate data and turn it into meaningful actions to deliver positive change.
* Be proactive in dealing with issues without instruction as appropriate, be a self-starter and chair the patient experience committee.
* Coordinate complaints in conjunction with the Hospital Director and Director of Clinical Services providing high-quality responses that answer all aspects of a complaint.
* Lead the complaints process during interviews by the CQC or internal clinical reviews, ensuring complaints are well managed and meet national guidance and Spire policy.
* Be familiar with CQC regulations and develop plans to be Outstanding.
* Adhere to ISCAS Code of Practice in Complaints Management.
* Ensure that patient and customer views guide the provision of services through patient forums and engagement with patient representative groups.
* Discuss results from patient satisfaction surveys at the Clinical Governance Committee.
* Review and analyze lessons and trends from patient complaints.
* Ensure positive patient feedback is visible throughout the hospital and shared with staff and consultants.
* Act upon opportunities to enhance and improve patient pathways throughout the hospital.
* Collaborate with Heads of Departments to ensure actions agreed through complaints and patient satisfaction surveys are delivered on time.
* Work with the Governance Manager to ensure Safety and Flash Alerts are distributed appropriately.
* Attend daily safety huddles to review and discuss relevant matters.
* Contribute to Clinical Audit & Effectiveness Committee and Clinical Governance Committee.
* Triangulate incidents, complaints, and risk to monitor outcomes and examine opportunities for improvement.
* Be the point of contact for group surveys and the Insights team.
* Oversee local surveys and results to ensure patients are not over surveyed.
* Manage all PSIRs and actions with the Governance Manager.
* Contribute to the quarterly governance report coordinated with the Governance Manager and IP Lead.
* Collate monthly clinical dashboard with the Governance Manager and disseminate.
* Carry out any duties delegated by the Hospital Director or Director of Clinical Services.
Who we're looking for:
* Ability to work proactively and independently.
* Exceptional team player.
* Competence in Microsoft Office packages.
* Competence in writing formal letters.
* Healthcare business experience.
* Understanding of healthcare processes.
* IT skills.
* Data interrogation and analysis.
* Experience dealing with patients and stakeholders.
* Excellent communication and interpersonal skills.
* Enthusiasm, initiative, and drive.
* Flexible and proactive approach to work.
* Maintain trust, loyalty, confidentiality, and discretion.
* Able to work to tight timescales.
* Keen interest in the development and service improvement of the hospital.
* Confidence to make decisions appropriately.
Benefits:
* 35 days annual leave inclusive of bank holidays.
* Employer and employee contributory pension with flexible retirement options.
* Access to discounts and offers, including cashback and retail gift cards.
* Wellness screening.
* Private medical cover tailored to give you peace of mind from day one.
* Life assurance.
* Free onsite car parking.
We commit to our employees' well-being through work-life balance, ongoing development, support, and reward.
Spire Healthcare is a leading independent hospital group in the United Kingdom. From 39 hospitals and 8 clinics across England, Wales, and Scotland, Spire Healthcare provides diagnostics, inpatient, day case, and outpatient care.
For further information about this role or for an informal conversation, please contact Carly Dack on 07850725333 or email carly.dack@spirehealthcare.com.
Spire Healthcare is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all.
Closing date: We reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications.
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