Employer: NHS Norfolk and Waveney Integrated Care Board
Employer type: NHS
Site: County Hall
Town: Norwich
Salary: £46,148 - £52,809 per annum
Salary period: Yearly
Closing: 03/10/2024 23:59
Patient Experience Manager
NHS AfC: Band 7
NHS Norfolk and Waveney Integrated Care Board (ICB) plans and buys healthcare services for our local population. We are accountable for the performance and finances of the NHS across Norfolk and Waveney – a total budget of £2 billion a year. Known as NHS Norfolk and Waveney, the organisation works with local people, health and care professionals, and partner organisations to improve the health and wellbeing of our population.
The organisation is part of the Norfolk and Waveney Integrated Care System, dedicated to working with partners in local government, the voluntary sector, and others to help the NHS support broader social and economic development and tackle inequalities in health outcomes.
We believe strongly in creating a workplace built on teamwork while allowing individuals to grow and develop in their own roles. Our main offices are based at the 8th Floor of Norfolk County Hall, Martineau Lane, Norwich, NR1 2UE; however, we have local offices for the East of the region based in Beccles and another in the West based in King’s Lynn, therefore travel across the Norfolk and Waveney footprint as well as out of county is required according to where our stakeholders are situated.
Our three ICS goals are:
1. To make sure that people can live as healthy a life as possible.
2. To make sure that you only have to tell your story once.
3. To make Norfolk and Waveney the best place to work in health and care.
If you are someone who enjoys making a difference and would like to help people in Norfolk and Waveney live longer, healthier, and happier lives, then we would love to hear from you.
Job Overview
We have an exciting opportunity to join the ICB's Patient Experience team, working in a busy environment helping staff respond to complaints and enquiries from members of the public.
The postholder will lead the team on a day-to-day basis, ensuring all contacts are responded to satisfactorily while keeping the ICB on track with its target response timescales.
For the most complex cases, the postholder will be required to take these on and help to diffuse difficult situations with members of the public while leading and coordinating complicated investigations.
Main Duties of the Job
We are looking for someone with excellent leadership skills to manage a small team of Patient Experience Officers. You will need a good understanding of complaints handling in the public sector and the appropriate legislation and statutory guidance around this.
You will need to be able to receive complex information, digest it, prepare, and share relevant points with a range of stakeholders as well as respond to queries that come into the team.
You will be expected to prepare high-quality correspondence for the ICB's executive team. The ability to support effective partnership working, often within tight timescales in a pressurised environment with multiple and competing demands will also be key.
You will need to demonstrate excellent communication skills and the ability to work autonomously. Part of the role will involve analysing information about the contacts the ICB and their partners receive and distilling this into easy-to-understand reports that can help shape commissioning and quality improvement.
This is an exciting opportunity to help shape the future of commissioned services through the patients' voice.
Working for Our Organisation
Health and care services in Norfolk and Waveney are working closely together to further improve services and provide more joined-up care for local people. In Norfolk and Waveney, we have already achieved a lot by working in partnership to improve health and care outcomes. These changes have been made possible by different organisations – NHS hospitals, GPs, mental health and community health services, local councils, care homes, and social workers, voluntary and community organisations, and others – joining forces to agree and plan for local people’s needs.
Norfolk and Waveney Integrated Care System (ICS) includes a statutory Integrated Care Partnership (ICP) and an Integrated Care Board (ICB) called NHS Norfolk and Waveney. This partnership and organisation are dedicated to ensuring that organisations work together for the benefit of our residents, staff, and communities, which is an important step change, helping to create positive differences for local people and joining up health and social care.
Detailed Job Description and Main Responsibilities
Manage the day-to-day patient experience function for the ICB.
Manage and address all complaints, patient enquiries, and MP queries/complaints on behalf of patients to the organisation in a timely and appropriate manner.
Develop and oversee the implementation of patient strategies across the organisation, ensuring senior managers develop and implement appropriate strategies for patient liaison.
Ensure enquiries from patients are dealt with in a clear and prompt manner and ensure these are recorded appropriately.
Take a lead in the coordination of training, development, and recruitment activity across the Team.
Manage Band 5 and 6 Patient Experience staff, undertaking appraisals, recruitment, including progressing any disciplinary or capability issues, as necessary.
Person Specification
Experience
1. Significant experience of managing complaints in a public sector environment.
2. Experience managing staff in a customer service environment.
3. Significant experience of successfully operating in a politically sensitive environment.
4. Demonstrated experience of coordinating projects in complex and challenging environments.
5. Able to distil complex information into easy-to-understand correspondence to communicate to members of the public.
Hybrid Working
The ICB operates a flexible approach to working. It is expected that the majority of our staff will work from a combination of home and office (where possible). For staff designated in a hybrid role, they should have a safe and suitable place to work with broadband access and space for a desk, chair, and monitors. At interview, a discussion will take place between the recruiting manager and the candidate to ensure they are clear on what is expected.
Your Application
Please submit your application form without delay to avoid disappointment; we will close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
We are unable to accept CVs as part of an application. Only those candidates who clearly demonstrate how they meet the person specification on their application will be shortlisted for this job. Be mindful that any offer of employment will be subject to pre-employment checks e.g., health, identity, right to work, qualifications, registration, and references. Please provide up-to-date referee details to avoid delay. A start date will not be confirmed until clearance from all the checks has been obtained.
To ensure diverse representation at all levels across the workforce and to understand the differing needs of our stakeholders, Norfolk and Waveney ICB is committed to equality, diversity, and inclusion and to addressing any imbalance of opportunity or disadvantage that an individual with a protected characteristic could face. We would strongly encourage applications from candidates from under-represented backgrounds.
Applicants with a disability need only meet the essential criteria to be invited to interview. We will also make any reasonable adjustments to the recruitment process providing that you inform us of any special requirements.
Further Information
Please check the email account (including your junk mail) that you supplied as part of your application on a regular basis following the closing date and throughout the recruitment process, as this is how we will communicate with you.
Arden & GEM CSU administer this account on behalf of the ICB, you may receive communications from both the CSU and the ICB during your recruitment.
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