Patient Experience and Engagement Lead - Bristol, United Kingdom - North Bristol NHS Trust

North Bristol NHS Trust

Verified Company

Bristol, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 6,000 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.

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.

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.

Knowledge

A thorough understanding of good, multidisciplinary 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 cha