Patient Experience Manager

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Detailed job description and main responsibilities

The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities

• Line management responsibility for the Complaints, PALS and Patient
  Experience teams to ensure that the team are able to work to their maximum potential and feel valued.
• To ensure the Trust has an accessible and visible process for Complaints/PALS/ Patient Experience which is efficient and effective in providing advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff.
• Ensure that all complainants receive a comprehensive, high quality and timely response that delivers the best outcome for the complainant and for the service involved based on the principles of listening, responding and learning.
• Lead the development of the Trust's approach to patient, carer and public surveys and feedback including Friends and Family Test, the National Patient Survey programme, near/real time feedback etc.
• Provide education and training for all staff on corporate induction and across all disciplines regarding patient experience, being open and involving/engaging patients (including Accessible Information Standard).
• To develop training programmes and interventions aimed at improving patient experience, keeping the offering under review, to ensure synergies with other trust training and service improvement programmes are maximised.
• Ensure the views of patients and carers are taken into account in decisions about service provision, service change, processes and policies.
• Working in partnership with the communications team, ensure that the Trust website provides appropriate patient information in an accessible format.
• To work in collaboration with quality governance team to develop and improve InPhase (incident reporting platform),used to collect and report PALS and Complaints interactions in order to make the system more responsive and user friendly for all users (reporting, investigating, analysing and review of themes and trends).

Person specification

Qualifications

Essential criteria

• Extensive experience both managerially and operationally in a related patient experience/healthcare field
• Master's Degree or equivalent in a health related subject or working towards

Desirable criteria

• Registered Health Care Professional/ Registered Nurse
• Management or leadership course (or working towards)

Experience

Essential criteria

• Experience of inter-agency working
• Ability to impart complex information to patients, relatives and carers with different levels of understanding
• Experience of successfully leading a team to plan and organising complex programmes of work, collectively managing multiple tasks and conflicting priorities and work under pressure to tight deadlines

Desirable criteria

• Highly developed understanding of NHS complaints legislation, regulatory expectations, best practice publications and how they can be effectively complied with / implemented

Knowledge

Essential criteria

• Excellent verbal and written communication skills including presentations and publications
• Have proven experience of service development and change management in a complex environment
• Ability to work independently and as part of a team, as well as across departmental, organisational and professional boundaries
• Experience of running audit programmes

Desirable criteria

• Experience of leading a service through periods of change
• Project management skills

Personal Skills

Essential criteria

• Able to communicate with people from a wide range of professional backgrounds
• Able to make a connection between their work and the benefit to patients and the public

It is an exciting time to join the newly formed Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.

All new staff will be subject to a probationary period covering their first six months in post.

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 (PDF, 264.6KB)
• Person Specification (PDF, 136.4KB)
• Functional Aspects of this post (PDF, 176.4KB)
• L&D Hospital site map (PDF, 96.8KB)
• Disclosure & Barring Information and Recruitment of Ex-Offenders (PDF, 78.5KB)
• Staff Diversity Network (PDF, 140.3KB)
• Information for Disabled Applicants (PDF, 98.7KB)
• Bedford Hospital Site map (PDF, 2.6MB)
• Staff Benefits (PNG, 1.6MB)