Head of Patient Services, Experience and Involvement

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King's College Hospital NHS Foundation Trust is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and more than 15,500 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in the London Borough of Bromley.

Job overview

Patient experience team at King's College Hospital has an exciting opportunity for an experienced Head of Patients' Services, Experience and Involvement to join our team.

This is a great opportunity for a professional with a track record of managing teams and programmes of work, and of working with patients and communities to improve the quality of services that we provide.

The role will see you working with patients, frontline staff, care group leads and external organisations to transform the patient experience agenda at King's College Hospital. You will also have the opportunity to experience working across all sites.

Main duties of the job

(1) Working with the assistant director of patient experience, to support the co-production agenda across King's College Hospital to ensure that patients and relatives are at the centre of decision making within the Trust

(2) To support the delivery of the Trust's BOLD strategy by ensuring that patient experience objectives and key workstreams are delivered within timescales, Key Performance Indicators and budgets as outlined in the annual plan

(3) To deliver measurable improvements for patients and their families/ carers

Working for our organisation

King's is one of the UK's largest and busiest teaching Trusts with a turnover of c£1 billion, 1.5 million patient contacts a year and around 15,000 staff based across 5 main sites in South East London. The Trust provides a full range of local hospital services across its different sites, and specialist services from King's College Hospital (KCH) sites at Denmark Hill in Camberwell and at the Princess Royal University Hospital (PRUH) site in Bromley.

King's is committed to delivering Sustainable Healthcare for All via our Green Plan. In line with national Greener NHS ambitions, we have set net zero carbon targets of 2040 for our NHS Carbon Footprint and 2045 for our NHS Carbon Footprint Plus.

Our values at King's, are that we're a kind, respectful team;

Kind. We show compassion and understanding and bring a positive attitude to our work

Respectful. We promote equality, are inclusive and honest, speaking up when needed

Team. We support each other, communicate openly, and are reassuringly professional

The trust-wide strategy Strong Roots, Global Reach is our Vision to be BOLD, Brilliant people, Outstanding care, Leaders in Research, Innovation and Education, Diversity, Equality and Inclusion (EDI) at the heart of everything we do. By being person-centred, digitally-enabled, and focused on sustainability, we can take Team King's to another level

Detailed job description and main responsibilities

Main Duties and Responsibilities

• Working with the assistant director of patient experience, to support coproduction agenda across King's College Hospital to ensure that patients and relatives are at the centre of decision making within the Trust
• To maintain strategies and frameworks to ensure stakeholders play a key role in designing, re-configuring, commissioning and evaluating services
• To implement a range of policies in relation to patient and public involvement and the provision of services, including risk management, Patient and Public Involvement framework and organisational change
• To drive improvements to the Trust's scores against NHS England's patient experience improvement framework as a way of progressing the co-production agenda
• To develop and foster effective working relationships to promote inter-disciplinary and multiagency collaboration and be an active member of multi-agency relevant groups
• To act as a champion for patients and their families/ carers and their interests ensuring that the public and patients are involved in developments and decision making
• To support patient involvement forums on contentious issues and public consultation meetings where patients and the public challenge service provision
• To interpret national policy, legislation and requirements with regard to Patient Experience
• To actively promote the equality and diversity agenda within your sphere of work. To ensure patient involvement from seldom heard groups valuing equality and diversity

Communication and representation

• To deputise for the Assistant Director of Patient Experience
• To build, manage and maintain highly complex and effective relationships across internal stakeholders including individual staff, departments, services and care groups. The post holder will employ a variety of tools and techniques to ensure highly effective relationships are maintained
• To liaise with representatives from the voluntary and community services, MPs, Health watch, elected members and other relevant external parties as necessary
• To attend appropriate meetings to provide support and advice to service

Financial management

• To hold budgetary responsibility for a function and the services provided within that function. Evaluating value for money of new contracts, monitoring the performance of existing providers and ensuring that provider performance aligns, and comply, with
  contractual terms and condition
• To constantly strive for value for money and greater efficiency in the use of these budgets and to ensure that they operate in recurrent financial balance year on year, in a way that is compliant with standing Financial Instruction .

Please see attached the job description and person specification for this role for further details

Person specification

Education and qualification

Essential criteria

• Educated to master's degree level or equivalent experience
• Evidence of recent role related or continued professional development

Desirable criteria

• Project Management Qualification

Knowledge and experience

Essential criteria

• Experience of programme management in a large scale organisation, and operating within complex organisational structures
• Experience of successfully operating in complex, highly politicised environments and effectively managing competing priorities and stakeholders
• Subject matter expertise across a number of key areas relating to co-production or patient experience
• Senior management experience
• Demonstrable track record of strategic thinking - ability to anticipate and resolve problems before they arise
• Experience of managing budgets, including budget setting, and working knowledge of financial processes
• Track record of developing high performing teams with extensive experience of delivering against ambitious targets
• Experience of collecting, analysing and presenting highly complex data in a variety of formats, reports and media, including oral presentations, suitable for audiences across all levels
• Experience of situational leadership, human resource management and people development
• Experience of developing and implementing strategies and business plans
• Experience of successful leadership and driving organisational change
• Experience of working collaboratively with others, including patients, to make improvements
• An understanding of the background to and aims of current healthcare policy and its implications of engagement, involvement and co-production

Desirable criteria

• Experience of working with voluntary sector organisations

Skills and competencies

Essential criteria

• Ability to deal with ambiguity and complexity, whilst working at pace
• Leadership skills and the ability to build, lead, develop and motivate high performing teams, including strong feedback and coaching skills
• Ability to provide and receive highly complex, sensitive and contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups
• Strong interpersonal skills, including negotiation, conflict management and partnership working
• Strong business management and financial management skills
• Excellent communication skills: written, verbal and listening
• Demonstrable ability to plan and organise a broad range of complex activities, formulating and adjusting plans to reflect changing circumstances
• Ability to work on own initiative and organise workload, allocating work as necessary
• Ability to make decisions autonomously, when required, on difficult issues
• Willing to travel across all sites associated with the Trust
• Flexibility and adaptability to working hours and requirements to meet service need

IMPORTANT

• Check your email account regularly as this is how we will communicate with you
• If you delete the job from any of your accounts, you may be prevented from accessing further communications
• To enquire about your application or inform us of any changes in your circumstances, please contact the named person on this advert
• Please provide email addresses for referees where possible
• Click here to see the range of benefits we offer
• Please review the documentation on our recruitment microsite, particularly the Trust's criminal records checking policy
• All staff have a responsibility for safeguarding children and vulnerable adults and for ensuring they are aware of the specific duties relating to their role.
• Due to a high volume of applications, this advert might close before the displayed closing date. It is therefore recommended that you apply promptly

Equality and Diversity Information

King's College Hospital NHS Foundation Trust Annual Reports and Other Corporate Publications

King's Health Partners Academic Health Science Centre Website

King's College Hospital is part of King's Health Partners Academic Health Sciences Centre (AHSC), a pioneering collaboration between King's College London, and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts.

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

• Job description and person specification (PDF, 288.4KB)
• Denmark Hill Site Map (PDF, 1.2MB)
• Princess Royal (PRUH) Site map (PDF, 1.4MB)
• Visa and Sponsorship Information (PDF, 352.6KB)