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Job description

A fantastic opportunity has arisen to join our Patient Experience and Customer Care Team in our newly-created role of Patient Experience and Customer Care Manager.

PROBATIONARY PERIOD

This post will be subject to a probationary period of 6 months.

During the probationary period, your suitability for continued employment will be assessed and provided a satisfactory standard is achieved and maintained, your employment will be confirmed. The probationary period may be extended or your employment terminated either during or at the end of probation, in line with the trust Probationary Policy. For the duration of the probation period, the notice period will be in line with contractual obligations on either side.

• To play a key role in the delivery of strategic patient experience objectives and facilitate and support operational activities in relation to the delivery of excellent patient experience and involvement.
• To contribute to the development of projects including implementation of action plans to enable the monitoring and enhancement of patient experience.
• In liaison with relevant internal stakeholders, develop and oversee the patient information governance structure of the Trust.
• To facilitate patients and the public to make an active contribution in the identification of improvements to the patient’s experience.
• To act as an expert resource on seeking out, understanding and responding to the voice of patients, carers and families.
• To review and horizon scan national and local strategies in relation to patient experience and involvement and ensure the Trust is contemporary and aspires to be excellent in its practice.
• To be the patient experience expert and champion within the trust.

Based in the vibrant and fast developing high tech quarter centred around City Road, Hoxton and Shoreditch, we have:

• A lively working atmosphere
• Easy and quick transport links
• Affordable housing in the coolest new developments right on the doorstep
• Career development opportunities for staff at all levels
• A range of attractive benefits that include eye care, generous holidays, and an excellent pension scheme.

THE POST

• To play a key role in the delivery of strategic patient experience objectives and facilitate and support operational activities in relation to the delivery of excellent patient experience and involvement.
• To contribute to the development of projects including implementation of action plans to enable the monitoring and enhancement of patient experience.
• In liaison with relevant internal stakeholders, develop and oversee the patient information governance structure of the Trust.
• To facilitate patients and the public to make an active contribution in the identification of improvements to the patient’s experience.
• To act as an expert resource on seeking out, understanding and responding to the voice of patients, carers and families.
• To review and horizon scan national and local strategies in relation to patient experience and involvement and ensure the Trust is contemporary and aspires to be excellent in its practice.
• To be the patient experience expert and champion within the trust.

MAIN RESPONSIBILTITES

Leadership & Strategy

• In conjunction with the Head of Patient Experience and Customer Care, develop and implement the Trust’s patient experience strategy and Trust strategic objectives for patient experience.
• Develop effective action plans in relation to the strategy and ensure implementation and appropriate progress monitoring.
• Work in partnership with divisional teams in developing and implementing the Trust’s patient experience strategy.
• Support divisional leads to develop and deliver local patient experience action plans aligned to the overall Trust objectives.
• Coordinate the Trust’s involvement in the National Patient Survey programme including developing the Trust’s action plans, working with divisional staff, both clinical and non-clinical, to ensure robust monitoring mechanisms within these plans.
• Prepare and present reports to relevant committees and Trust Board on patient experience.
• Provide advice and support the delivery of divisional improvement strategies in response to feedback received; for e.g. FFT You Said We Did, Care Opinion stories, Healthwatch reports, ward/departmental accreditation and assurance data, local surveys and more.
• Support divisional teams in the development and delivery of local co-design and co-production work, patient surveys, forums and feedback mechanisms to ensure the voice of patients, carers and families are sought, heard and acted upon.
• Co-author with the Head of Patient Experience & Customer Care an appropriate annual patient experience work plan and annual report to the Trust Board.
• Identify areas of weakness in patient experience activity and work with the relevant divisional leads to address this.
• Act as an expert resource to provide advice to staff, patients, carers and families to improve patient involvement, consultation using co-production principles.
• Manage a Trust wide database of all Trust Patient Experience activity and actions from patient feedback projects.
• Contribute to relevant regional and national projects and evaluations and ensure that national required projects are completed appropriately.
• In conjunction with the Head of Patient Experience & Customer Care, develop, retain and provide appropriate evidence for external assessments such as Care Quality Commission (CQC), commissioners and NHSE/I.
• Develop mechanisms for ensuring that user feedback is used to help shape services around the needs and expectations of patients, their families and carers.
• Make resources widely available, including use of the Trust intranet and communication channels to assist colleagues in identifying and using appropriate techniques for capturing patient and carer views.
• To manage a co-ordinated approach to in-house patient surveys/audits, reporting on surveys and action plans and publicising results widely.
• Be a visible champion for patient experience standards and patient and public involvement throughout the Trust.
• Contribute to service assurance and accreditation programmes by providing the patient experience perspective and expertise.
• Assist and support the continual review, development and improvement of patients’ experiences through audit and feedback.
• Carry out any other reasonable duties as may be required to meet the needs of the service. This will include cover of appropriate duties during the absence of colleagues.
• Triangulate staff experience feedback with patient experience feedback to identify connections and joint improvement initiatives.

Work in partnership across the Trust and with key external stakeholders

• Represent patient experience at key meetings, acting as the topic expert, patient advocate, representing patient views and concerns at all times.
• Management of patient information screens, including the management of the relationship with the Trust’s chosen provider, as well as overseeing a communications plan for key patient information messages, working with staff across the trust to ensure key patient messages are developed and published on the screens and regularly reviewed and audited as appropriate.
• Develop and maintain a productive relationship with Healthwatch in all boroughs in which the Trust has activity, receiving and acting on relevant feedback ensuring appropriate follow up action is taken.
• Analyse the findings of the many and diverse sources of patient feedback (quantitative and qualitative) and make recommendations about the required actions, based upon sound analysis & judgement of the multivariate factors under consideration.
• Provide expert support and assistance to clinical and non-clinical patient services in pulling together deliverable but challenging regular action plans in response to both local and trust-wide patient feedback that result in changes to the patient pathway which improve the overall patient experience in a measurable way.
• Ensure that the internal and external website provides accessible and helpful information to staff, patients and carers about the Trust feedback mechanisms and actions taken as a result, contact details and relevant resources.
• Work closely with the Communications Department to publicise actions taken by the Trust as a result of obtaining the views of our patients.
• Support the provision of training and development of staff in relation to patient experience.

To work in partnership with patients and the public

• In collaboration with the Head of Patient Experience & Customer Care, reach out to ‘seldom heard’ patient groups to ensure their voice is heard.
• Seek out, develop and present patient stories to be used in learning and raising awareness about the experiences of patients, carers and families.
• Work with the Head of Patient Experience & Customer Care to develop and deliver co-production initiatives.
• Ensure policies and procedures as they relate to user involvement are appropriate and promote best practice for user involvement.
• Work in conjunction with the Equality, Diversity & Inclusion Manager to provide assistance and information on working with diversity and equality issues and to develop innovative ways of identifying and tackling the issues and concerns of the many diverse communities served by the Trust using outreach work and community consultation.
• To manage and co-ordinate the development, provision and review of high-quality patient information materials across the Trust ensuring that patients, staff and the public (via the Patient Information Group/Panel and other service user groups) are involved, where possible, in planning, evaluating and improving the quality of information, including specific health information and general Trust information (patient information leaflets, letters, and multimedia content, for example).
• Be responsible for the creation and publication of patient information, in collaboration with colleagues across the trust, and with the communications team who will provide support with branding.
• Undertake regular internal audits of patient information leaflets.
• Responsible for auditing the current patient information on the trust website, working closely with the digital team to do this and on other projects such as the website content audit.