Head of Patient Experience

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Detailed job description and main responsibilities

• Provide leadership, expert advice and support for a programme of work designed to promote, maintain and improve patient experience across the Trust.

• Work closely with the Divisional and Care Group teams, to develop service improvement. With the Associate Director of Patient Experience, they will have a key responsibility for the design and delivery of a Patient Experience Strategy throughout the Trust and will develop innovative practice in relation to the provision of high quality person centred services to patients, their families and carers.

• Work with national patient experience networks, other Trusts, both acute and mental health, voluntary and community organisations, commissioners and NHS England to ensure that staff improves patient experience through safe high quality care with particular reference to the involvement and engagement of patients.
• Work closely with the Communications and Engagement Officers who have responsibility for Stakeholder and Community involvement. It will be important to ensure the Patient Experience Strategy and agenda are aligned for a consistent approach in engaging and involving staff, patients, public, stakeholders, the voluntary sector and community groups. To promote and integrate co-production and co-design across all aspects of the organisation in line with our journey to outstanding.
• Lead thinking and formulate strategy to shift the ethos, clinical practice, professional behaviours and ultimately the nature of every patient experience such that, 'Nothing about me without me' becomes an integral part of the Trust's offer to patients.
• Support the Trust's drive to focus every contribution on improving the patient experience as reflected in the NHS Constitution and contracts with commissioners. Develop improvement plans with divisional senior leadership teams to address improvements required to services in response to identified issues.

Person specification

Qualifications

Essential criteria

• Masters level qualification or equivalent experience
• Evidence of ongoing professional development

Desirable criteria

• Relevant professional clinical registration
• Relevant professional qualification relating to patient experience, quality improvement or project management

Knowledge

Essential criteria

• In depth knowledge of the national agenda for patient experience
• Knowledge in use of a wide range of customer-focused improvement approaches, diagnostics, tools and techniques, evaluation and review methods

Experience

Essential criteria

• Experience of leading a team
• Evidence of participating in organisational change that has led to changes in quality
• Proven track record in leadership and management
• Experience of working towards Care Quality Commission and the journey to outstanding
• Good working knowledge of contemporary health care issues and professional standards

Desirable criteria

• Experience in education and professional development
• Experience of working with patients and public to improve services
• Evidence of leading Trust wide projects

Skills

Essential criteria

• Ability to set clear direction and vision and drive continuous improvement
• Ability to adapt and flex workloads and priorities
• Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
• Ability to facilitate groups and meetings and to develop solutions to challenging problems
• Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery

Desirable criteria

• Demonstrable evidence of Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time

Please note that we do not accept applications via CV or recruitment agencies.

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity.

Applications are welcomed from applicants who wish to apply for a position on the basis of a smarter or flexible working arrangement. Where candidates are successful at interview, such requests will be taken under consideration and accommodated where the needs of the service allow.

We welcome applications irrespective of people's age, disability, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.

All staff no matter where they work or which age group of patients they work with must be aware of their responsibility to act when they feel a child, young person or vulnerable adult has been or is at risk of abuse.

We are a fully non-smoking Trust. Smoking is completely prohibited in all Trust buildings, grounds and car parks for patients, visitors, staff and contractors.

This Local Employment Partnership Employer shares information about new starters with Jobcentre Plus, for statistical purposes only.

After applying via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from apps.trac.jobs. If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.

You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the Resourcing Team on 01634 830000.

If you have not heard from us within 21 days of the closing date, please assume that you have not been shortlisted on this occasion.

We wish to stress that no discourtesy is intended in following such a procedure, and you should not let this deter you from future applications.

Employer certification / accreditation badges

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.

Documents to download

• Head of Patient Experience (PDF, 864.3KB)