We are looking for a Head of Patient Experience and Involvement to lead the patient experience and involvement function for Barnet hospital business unit, including the formal complaints and the patient advice and liaison (PALS) services. The successful candidate will be expected to lead the on-going delivery of the trust's strategic aims relating to patient and carer experience and involvement at Barnet hospital and associated services.

Previous applicants need not apply.

Main duties of the job

The post holder will serve as a subject matter expert for patient and carer experience and involvement and formal and informal complaints resolution, to ensure that the trust is continually improving the experience of those who use our services, their carers and families. The post holder will build strong relationships with key stakeholders, and facilitate opportunities for involvement across the hospital.

The successful candidate is required to be able to demonstrate the trust values and the responsibilities of the job description and person specification. In particular you should have proven experience of working to understand complex stakeholder needs quickly and responding effectively, significant experience of collecting, reporting and monitoring patient and carer feedback, and excellent interpersonal skills.

About us

This is an exciting time to be working at the Royal Free London NHS Foundation Trust, one of the biggest NHS trusts in the UK, delivering care to more than 1.6 million people a year through our three main hospitals: Barnet, Chase Farm and Royal Free.

Job description

Job responsibilities

Please refer to the job description and person specification for more information regarding the main duties of this role.

Person Specification

Royal Free World Class Values

Essential

• Demonstrable ability to meet the Trust Values

Education & professional Qualifications

Essential

• Educated to a Masters Level or equivalent
• PRINCE II qualification or equivalent
• Evidence of continuous professional and management development showing a combination of short courses, structured self study or formal management courses

Desirable

• Clinical background, current registration with appropriate body

Experience

Essential

• Proven expertise to lead, plan, manage, interact with colleagues and deliver projects successfully in a spirit of cooperation
• Highly developed specialist knowledge, underpinned by theory and experience
• Significant experience of leading and delivering complex change and strategy development project /programmes in a politically sensitive and complex environment
• Previously responsible for a budget, involved in budget setting and working knowledge of financial processes
• Experience of working with partners and stakeholders in delivering changes to services
• Significant experience of successfully operating in and delivering priorities in a partnership environment

Skills and aptitudes

Essential

• Ability to facilitate groups and meetings and to develop win:win solutions to challenging problems
• Ability to carry out precise and accurate work, with excellent attention to detail.
• Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery
• Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
• Ability to understand a broad range of complex information quickly and making decisions where opinions differ/no obvious solution
• Ability to seek and share information and ideas in a confident and compelling manner, using a range of techniques to achieve an effective outcome

Desirable

• Sound knowledge of tender processes and techniques and tender writing and development skills

Personal qualities & attributes

Essential

• Demonstrably involves patients and the public in their work
• Be able to organise workload and manage outcomes to meet planned objectives
• Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
• Need to use significant mental effort to undertake the requirements of the role

Desirable

• Politically adept with an astute grasp of relevant issues displaying a clear high level understanding of both national and local agenda and how these can be translated into patient experience and involvement processes.

Others

Essential

• Will consider the most effective way to promote equality of opportunity and good working relationships in employment and service delivery and has the ability to take actions which support and promote this agenda.
• Will consider the most effective way to promote equality of opportunity and good working relationships in employment and service delivery and has the ability to take actions which support and promote this agenda.

Employer details

Employer name

Royal Free London NHS Foundation Trust

Address

Barnet Hospital

Wellhouse Lane, Barnet

Barnet

EN5 3DJ

Any attachments will be accessible after you click to apply.

391-RFL-5174273-B