Head of Patient Expereince - Birmingham, United Kingdom - The Royal Orthopaedic Hospital NHS Foundation Trust

The Royal Orthopaedic Hospital NHS Foundation Trust
The Royal Orthopaedic Hospital NHS Foundation Trust
Verified Company
Birmingham, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

This is an exciting opportunity to join and lead our Patient Experience & Engagement team based here at The Royal Orthopaedic Hospital (ROH).

The Trust delivers 'outstanding care' and fundamental to maintaining that standard of care is hearing the voices of our patients.


The lead for Patient Experience will provide expert professional leadership, supporting all clinical teams throughout the organisation in delivering the highest possible standard of patient care which is delivered safely and effectively to ensure a positive patient experience.


They will have a key liaison role with the Trusts, Patients, families' carers and Patient Safety Partners and volunteers as key participants ensuring that the patient voice from all communities is heard, especially those with health inequalities.


We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference to patient experience and engagement.

This is a key post, supporting the Chief Nurse, & Allied Health Professionals and Divisions. This post sits within the Corporate Nursing Team.


To lead, manage and develop the Patient Experience, Chaplaincy Services, Complaints Department, Patient Advice and Liaison Service and Volunteer Services within the organisation, ensuring compliance with PHSO Quality standards, NHS Complaints regulations (2009), NHS complaints policy, NHS volunteer guidance and locally agreed schedules and timescales.

Working in partnership with patients, the public, Governors and third sector organisations to listen to the patient voice and embed learning and improvement from patient's experiences across the Trust.

The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.


Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience.

We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.

The ROH is an equal opportunities employer.

We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.


We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace.

Flexible working requests will be considered.


The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.


The post holder will:


  • Develop the service as required to meet the needs of the clinical teams, service users and external stakeholders.
  • Lead, manage and develop the patient experience, complaints, and PALS services.
  • Work with the Executive Chief Nurse to develop a corporate Patient Experience Strategy and be responsible for its implementation, monitoring and evaluation across the Trust
  • Ensure that the services are compliant with the statutory regulation and meet the needs of the local population.
  • Build and develop relationships with internal and external stakeholders including the local Healthwatch organisation, NHS choice and HoPE network.
  • Lead and develop training for staff on the complaint process and provide support as required.
  • Produce Trust Board level reports as required for Committee, Group and Board.
  • Act as the Trust point of contact for National Inpatient Survey and PHSO, CQC and Healthwatch contact for complaints information.
  • Be a Complaints manager to be responsible for managing the procedures for handling and considering complaints in accordance with the arrangements made under the NHS Regulations (2009)
  • Will be responsible for developing and implementing systems and processes to ensure compliance with contractual and legislative requirements, guidance, and best practice as well as the Trust's own policies and procedures around patient experience, patient and public involvement and supporting carers.
  • Utilise highly developed specialist knowledge on the services within the remit, including staff and budgetary management
  • Support the Deputy Chief Nurse in the strategic planning of the Patient Experience agenda and be responsible for the operational delivery across the abovementioned services
  • Work in a complex and multidisciplinary environment, able to act with mínimal guidelines and be able to set standards for others.
  • To ensure that the spiritual, religious, and pastoral needs of patients, visitors and staff are met effectively, within a framework of client choice, appropriate to their cultural and religious expression, to the highest standard of care, and within available resources
  • To take responsibi
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