Job summary
- Main area
- Admin
- Grade
- Band 8a
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 275-2408HoPEx
- Employer
- Medway NHS Foundation Trust
- Employer type
- NHS
- Site
- Medway Maritime Hospital
- Town
- Gillingham
- Salary
- £53,755 - £60,504 per annum
- Salary period
- Yearly
- Closing
- 04/09/2024 23:59
Employer heading
Head of Patient Experience
Band 8a
Do you have the ambition and vision to deliver the Best of Care by the Best People?
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision of Better, Best, Brilliant is achieved
Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust, we are able to give our employees flexibility on where, when and the hours they work.
Our culture and values are what drives Medway NHS Foundation Trust and is the heartbeat of who we are as an organisation. It is important that you understand and to refer to our values when you are completing your application and always reflect our values throughout your employment with the Trust.
Job overview
Head of Patient Experience
Division: Corporate
Care Group: Corporate Nursing
Band: 8a
Salary: £53,755 - £60,504 per annum
Interview Date: 18th September 2024
We are recruiting for a Head of Patient Experience who shares our ambition and vision to deliver the Best of Care by the Best People and has the drive to take us forward, by ensuring that the Trust continues to be the first choice for patients and our staff.
Main duties of the job
The Head of Patient Experience will lead and manage the Voluntary Services and Chaplaincy team and work collaboratively with clinical leaders, senior managers and teams to identify and systematically address gaps in patient experience and ensure robust frameworks, systems and processes are in place to formulate workplans to shift the ethos, clinical practice, professional behaviours and ultimately the nature of every patient experience such that, ‘Nothing about me without me’ becomes an integral part of the Trust’s offer to patients.
This post holder role will be responsible for supporting the Associate Director of Patient Experience in ensuring a coordinated approach in delivering the corporate breakthrough objectives as part of the patient first methodology as our ‘true north’ vision.
Our values are Bold, Every Person Counts, Sharing and Open and Together. It is important that you understand and to refer to our values when completing your application and always reflect our values throughout your employment with the Trust.
We are committed to endorsing diversity, multiculturalism, and inclusion; our policies / procedures ensure that all applicants are treated fairly at every stage of the recruitment process.
To contribute to our exciting future and become part of our team, apply today.
Working for our organisation
Do you have the ambition and vision to deliver our mission of the Best of Care by the Best of People providing excellent care, every time?
Here at Medway, we pride ourselves on working together as one to ensure that our shared vision is achieved for our patients.
As a key partner in the healthcare of our local population, we are keen to deliver this as an outcome of our Trust-wide strategy – Patient First. Using an Operational Excellence approach to align our priorities and operational management structures, we are just over a year and half into our Patient First deployment. We are looking for creative, skilled people to join our Transformation Team and further support us on this journey.
Our culture and values define us here at Medway NHS Foundation Trust and are the heartbeat of who we are as an organisation.
Our BEST values underpin Patient First and are at the core of the care we give to our patients, the support we offer to our staff and our overall leadership approach:
B – Bold
E – Every person counts
S – Sharing and open
T - Together
Our Trust is a great choice for people who want to develop their career in an ambitious and dynamic environment; our employees are able to choose the coverage and supplemental benefits that best fit their needs and those of their families. This includes the promotion of flexible working opportunities across the Trust.
Detailed job description and main responsibilities
The Head of Patient Experience is a pivotal role that will support the Associate Director for Patient Experience in leading and managing the Trust’s patient experience agenda across the organisation. The post holder will provide advice and support for a programme of work designed to promote, maintain and improve patient experience across the Trust; including leading on the development and implementation of the Trust’s Patient Experience Strategy.
The post holder will lead a patient experience agenda that reflects regulatory responsibilities, delivery of strategic objectives, measuring and improving the experience of service users and carers, ensuring that the right conditions are created to enhance the quality of service user and carer, and national and local initiatives, including supporting the Associate Director with the implementation of any patient experience recommendations set out and the development of a learning and improvement framework relating to patient experience to increase positive patient experience.
Person specification
Qualifications
Essential criteria
- Masters level qualification or equivalent experience
- Evidence of ongoing professional development
Desirable criteria
- Relevant professional clinical registration
- Relevant professional qualification relating to patient experience, quality improvement or project management
Knowledge
Essential criteria
- In depth knowledge of the national agenda for patient experience
- Knowledge in use of a wide range of customer-focused improvement approaches, diagnostics, tools and techniques, evaluation and review methods
Experience
Essential criteria
- Experience of leading a team
- Evidence of participating in organisational change that has led to changes in quality
- Proven track record in leadership and management
- Experience of working towards Care Quality Commission and the journey to outstanding
- Good working knowledge of contemporary health care issues and professional standards
Desirable criteria
- Experience in education and professional development
- Experience of working with patients and public to improve services
- Evidence of leading Trust wide projects
Skills
Essential criteria
- Ability to set clear direction and vision and drive continuous improvement
- Ability to adapt and flex workloads and priorities
- Ability to work without supervision, providing specialist advice to the organisation, working to tight and often changing timescales
- Ability to facilitate groups and meetings and to develop solutions to challenging problems
- Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery
Desirable criteria
- Demonstrable evidence of Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time
Employer certification / accreditation badges
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Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
Further details / informal visits contact
- Name
- Nikki Lewis
- Job title
- Associate Director of Patient Experience
- Email address
- [email protected]
- Telephone number
- 01634974827
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