Patient & Carer Experience Manager

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If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme. We also offer a number of family-friendly benefits, including work-life balance policies.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Please be advised that there is a temporary top up for Bands 1,2 and 3 to reflect the incorporation of the top up to the living wage of £12 per hour - £23,465 per annum. This temporary top up will be in place until the annual pay uplift for 2024/25 is confirmed

Job overview

The Patient and Carer Experience Manager will manage the Patient Advice and Liaison Service (PALS) within the Patient and Carer Experience Team. The post holder will provide day-to-day team management of staff, organising workloads and ensuring the required standards and outcomes achieved. In addition, they will also work with services across the BCUHB on projects to improve patient and carer experience across North Wales.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Main duties of the job

The post holder will:

• Manage the Patient Advice Liaison Service (PALS)
• Ensure the role of the unpaid carer is recognised when accessing the Patient Advice and Liaison Service
• To lead the Patient Advice and Liaison Service in capturing patient and carer feedback through various methods
• Proactively manage key risks associated with PALS activity ensuring appropriate mitigation actions or escalation is undertaken
• To lead on projects across the Health Board with Integrated Health Communities and pan North Wales Services to help improve patient and carer experience
• Ensure PALS is known across Integrated Health Communities and external organisations pan-North Wales

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the "Disability Confident Employer" scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click "Apply now" to view in Trac

Person specification

PS

Essential criteria

• Educated to Post Graduate diploma level / equivalent level of work experience and knowledge
• Experience of working and engaging with staff at all levels in a high volume transactional environment
• Experience in dealing with patients and the public
• Understand the NHS
• Experience of using and managing information to determine priorities and demonstrate service levels
• Ability to lead and direct projects
• Excellent communication skills written and verbal

Desirable criteria

• Facilitation, negotiation and influencing skills
• Ability to speak Welsh is desirable

Communication

Essential criteria

• Excellent communication skills

Desirable criteria

• Project management skills

To work in the UK, all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship to obtain either a Health and Care visa or Skilled Worker visa, unless you have permission to work via another route. Non UK / RoI candidates wishing to apply should self-assess the likelihood of obtaining a Certificate of Sponsorship by visiting Work in the UK. If you are eligible for the Health and Care visa, application costs are lower and you do not need to pay the annual Immigration Health Surcharge.

Employer certification / accreditation badges

Applicant requirements

Welsh language skills are desirable

Documents to download

• Bilingual JD (PDF, 616.9KB)
• Bilingual PS (PDF, 313.0KB)
• Functional Requirements Form (PDF, 656.5KB)
• Values and Proud to Lead (PDF, 335.6KB)
• NWSSP Recruitment Services Privacy Notice (PDF, 696.3KB)
• NHS North Wales - The Right Choice (PDF, 3.6MB)
• Welsh Language Matrix (PDF, 134.3KB)