Divisional Patient Experience and Engagement Lead

We are looking for an exceptional individual to join our Women and Children's Division at North Bristol NHS Trust as a Patient Experience and Engagement Lead.

Through working in partnership with the speciality and management teams and closely with the central patient experience team, you will have an opportunity to actively lead and deliver an effective, high quality patient experience and involvement programme across the division.

What makes us unique?

At North Bristol NHS Trust, our maternity services provide a full range of maternity care. More than 5,500 babies are born with us every year and our dedicated midwives, doctors, maternity care support workers (MCSW's) and support staff are committed to providing personalised care to the highest standards. Our maternity services are renowned nationally and internationally, having developed PROMPT and a wide research portfolio.

Main duties of the job

Within this role your key duties will include:

• Actively leading and delivering an effective, high quality patient experience and involvement programme across the division.
• Providing expert advice and support to staff on the handling of complaints on investigation techniques, writing statements and provide training.
• Ensuring the effective management of a dynamic and clinically complex complaints and concerns caseload in accordance with the Complaints Procedure, ensuring compliance with national targets and within the framework for managing complaints promptly, providing responses that address the complainant's concerns.
• Ensuring regular attendance at specialty and divisional governance meetings.
• Produce monthly clinical governance highlight reports on patient experience, which are then presented to the governance board, and compiling action plans to ensure patient experience learning has been embedded into practice.
• Supporting the governance leads towards the management of actions required to address outstanding patient experience issues.
• Leading on patient feedback, including complaints, concerns and enquiries by utilising all feedback mechanisms (for example, friends and family) and use this feedback to facilitate improving the patient experience.
• Being responsible for leading and managing the divisional patient experience team.

About us

North Bristol NHS Trust employs over 12,000 staff providing healthcare to the residents of Bristol, South Gloucestershire and North Somerset from our award-winning hospital building at Southmead. We are the regional Major Trauma Centre, and an internationally recognised centre of excellence in a range of services and major specialities. Our vision is that by enabling our teams to be the best that they can be, we will provide exceptional healthcare, personally delivered.

We commit to treating each patient as an individual with respect and dignity, aiming to deliver excellent clinical outcomes and a first-class experience for everyone who uses our services.

North Bristol NHS Trust values all people as individuals. We aim to be an anti-discriminatory organisation and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all underrepresented groups.

Bristol is consistently voted the best place to live in the UK, with vibrant local music, arts and gastronomic scenes, a wide range of modern and state of the art shopping, recreation and leisure facilities, a wealth of great local family days out, fantastic transport links for local, national and internal holidays, and it has a rich history. If you prefer country, village or smaller town living, our Trust is also easily commutable from a range of attractive locations.

Job description

Job responsibilities

Knowledge

• A thorough understanding of good, multi-disciplinary clinical governance.
• Knowledge of current NHS quality and performance agenda.
• Knowledge of current health service requirements and developments in patient experience and involvement.
• Understanding of processes of standard setting, assessment and assurance within the NHS.
• Knowledge of key stakeholders and the issues facing them. .
• Knowledge of good governance policies and procedures and ensure compliance with regulations and report any breach.
• Knowledge of CQC domains.
• Knowledge of the Trust Strategy, Visions, Values and Quality Priorities.

Training

• Root cause analysis training (RCA).
• Appraisal training.
• Sickness and absence training.
• Complaints training

Experience

• Knowledge of IT systems, including: Microsoft packages.
• Experience of working in partnership with clinical and managerial colleagues.
• Relevant experience of working effectively across organisational and professional boundaries in complex organisations.
• Experience of developing and implementing systems to improve clinical outcomes, performance and efficiency to improve patient experience.
• Experience of complaint management and conducting local resolution meetings (LRMs).
• Experience of chairing effective meetings.
• Experience of writing high standard reports.
• Leadership experience.

Skills

• Able to adapt style to communicate complex and, at times, sensitive information.
• Demonstrate statistical analysis and presentation of complex information.
• Excellent interpersonal and negotiating skills to influence and persuade senior members of staff to review and alter practices, where necessary: To communicate effectively with a range of people appropriately, including patients, their families, consultants, their secretaries, Divisional Management Team and bed managers.
• Demonstrable organisational and time management skills.
• Ability to work to guidelines, but also use own initiative.
• Ability to work as part of a team.
• To act in a professional way in dealings with all patients, staff and members of the public.
• Ability to rapidly assimilate a range of complex information and make expert judgements.
• High level of accuracy and attention to detail.
• Ability to provide a clear vision for change which is a source for inspiration and motivation for others.
• Ability to support, inspire and encourage others to contribute to the patient experience agenda.
• Ability to adapt to ever-changing regulatory environment.
• Personal resilience and ability to perform effectively in a pressurised environment.

Main Duties and Responsibilities of the Post

Patient Experience

• To work closely with the divisional and specialty leads for governance and divisional management team on all matters pertaining to patient experience.
• To monitor complaints and compliments identifying trends where appropriate to the wider specialty and al governance meetings.
• To support LRM (local resolution meetings) as appropriate.
• To draft high-level responses and providing advice relating to complaints within a large, multi-layered organisation.
• To support the development and implementation of policies and procedures in support of investigations and complaints.
• Identify and promote service improvements within the division and Trust wide.
• To support transformational projects within the division involving patients, families and carers to achieve improved clinical outcomes and efficiencies.
• To be the divisional lead contact for working with contracted patient experience suppliers to include management of quality of service including escalation of any concerns.
• To support individual services in the development and delivery of service user and carer engagement and feedback. Ensuring that there are appropriate systems are in place to record and report upon accurate activity data relevant to the development and evaluation of the clinical services within the division.
• To lead the development and implementation of feedback mechanisms maximising hard to hear groups in giving feedback regarding current services and proposed service changes using communication and involvement technologies.
• To work with services within the division to enable use of a range of a flexible approach to collection of patient experience including face to face, surveys (friends and family), patient stories and use of information technology to maximise their effectiveness in relation to patient experience data gathering and reporting.
• To undertake analysis of patient experience feedback and service user group information to identify trends and variances and take actions as necessary.

Patient Involvement

• To be an advocate on behalf of patients/carers to maximise their involvement in patient and carer participation work within the division and as part of local and national forums.
• To support services to increase and manage engagement opportunities, through innovation work, staff recruitment, forums, project work, business development, stakeholder engagement, communication via media and the development of resources.
• Lead on developing and sustaining models of participation, in partnership with services to enable patients, their families and carers to be involved in the planning, development, delivery and evaluation of services within the division.
• To monitor and develop patient engagement in terms of participation groups, satisfaction surveys, patient resources, reporting and managing opportunities and evaluations for services against contracts/service level agreements, national and internal targets, and exception reporting.
• To have oversight and evidence of the participation work across the division and ensure this is embedded into all service and project developments in the division.

Management

• To act as a central point for the division and expert for queries and information on all matters relating to patient experience and involvement. This requires leading, involvement, coordination and participation in internal and external meetings, conferences and workshops.
• Produce a monthly/ bi-monthly patient experience report, which is presented to the divisional governance board, in accordance with the divisional meeting structure and timetable.
• Attend clinical governance meeting agendas, minutes and disseminating all the necessary reports and action plans in a timely manner prior to and after the meetings.
• Represent the division at internal and external performance meetings, and act as the main point of contact for performance enquiries in relation to patient experience and participation activity.
• To be responsible for ensuring that safeguarding, information governance and risk management policies have been followed in all patient experience and participation work.
• To oversee the divisions performance in relation to complaints and patient feedback and ensure remedial actions are taken when concerns are identified.
• Attend and participate in operational & governance and other relevant Trust meetings as agreed with line manager.
• To carry out regular review of divisional-led policies and procedures to ensure they remain relevant and are being implemented.
• In conjunction with the clinical governance leads, prepare for statutory inspection visits through the provision and update of key documentation and the regular assessment of performance in relation to the statutory requirements.
• To develop and maintain own knowledge and skills in clinical governance including incidents and risks - by attending relevant training sessions and sharing the learning.
• To undertake any other duties as required in agreement with the line manager to support service improvement based on patient and carer feedback.
• To represent the Head of Nursing at meetings as delegated
• Maintain the Trusts Intranet web page on divisional patient experience
• To manage staff in the complaints administrative team in order to monitor individual and team performance, and take any appropriate corrective action.
• To undertake the appraisal of directly managed staff and support their development and act as authorised signatory for timesheets, expense claims, study and other leave requests etc.
• To provide cross-cover to the divisional quality governance lead post.

Person Specification

nal qualification

Essential

• Educated to degree level or relevant professional qualification
• Master's Degree or working towards
• Leadership Qualification
• Experience of leading work on service user engagement
• Complaints training

Desirable

• Experience of working closely with clinicians/managers of varying seniority
• Knowledge of using healthcare databases, healthcare systems and procedures
• Experience of working in a management or supervisory role in the NHS
• Knowledge of current NHS quality and performance agenda
• Proven project management skills
• Proven presentation skills

Employer details

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339-RUH3745