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Head of Patient Experience

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Oxford University Hospitals NHS Foundation Trust

1mo ago

  • Job
    Full-time
    Expert Level
  • People, HR & Administration
    Healthcare
  • Oxford

AI generated summary

  • You must provide leadership in patient-centred care, execute strategies, analyze feedback, oversee metrics, enhance communication, drive innovation, produce reports, and present findings.
  • You will lead patient-centred care, implement strategies, analyze feedback, enhance digital communication, oversee performance metrics, and present reports to support decision-making.

Requirements

  • Provide expert guidance and leadership to ensure patient-centred care across the Trust.
  • Formulate and execute the Patient Experience Strategy, aligning with the Trusts strategic goals and objectives.
  • Analyse and utilise patient feedback to drive improvements and innovations in service and care delivery.
  • Work closely with clinical and operational teams to embed best practices in person centred care.
  • Oversee performance metrics related to patient experience, ensuring timely and high-quality responses to patient concerns and complaints.
  • Leverage digital technologies to enhance communication and patient experience, involvement and engagement.
  • Drive learning, change, and innovation from patient feedback, using complaints data, patient advice and liaison feedback, online feedback, and social media feeds.
  • Ensure the delivery of high-quality reports on patient experience to Trust boards and committees and develop comprehensive and clear reports that provide assurance on patient experience metrics and initiatives.
  • Present findings and recommendations to Trust boards and committees, facilitating informed decision-making.
  • Regularly review and refine reporting processes to maintain high standards and relevance to current best practice in improving and maintaining the experience of our patient.

Responsibilities

  • Provide expert guidance and leadership to ensure patient-centred care across the Trust.
  • Formulate and execute the Patient Experience Strategy, aligning with the Trusts strategic goals and objectives.
  • Analyse and utilise patient feedback to drive improvements and innovations in service and care delivery.
  • Work closely with clinical and operational teams to embed best practices in person centred care.
  • Oversee performance metrics related to patient experience, ensuring timely and high-quality responses to patient concerns and complaints.
  • Leverage digital technologies to enhance communication and patient experience, involvement and engagement.
  • Drive learning, change, and innovation from patient feedback, using complaints data, patient advice and liaison feedback, online feedback, and social media feeds.
  • Ensure the delivery of high-quality reports on patient experience to Trust boards and committees and develop comprehensive and clear reports that provide assurance on patient experience metrics and initiatives.
  • Present findings and recommendations to Trust boards and committees, facilitating informed decision-making.
  • Regularly review and refine reporting processes to maintain high standards and relevance to current best practice in improving and maintaining the experience of our patient.

FAQs

What is the role of the Head of Patient Experience?

The Head of Patient Experience is responsible for driving excellence in person-centred care and patient satisfaction within OUH. This includes strategic oversight of patient feedback mechanisms, quality improvement initiatives, and the implementation of innovative practices to enhance the overall patient experience.

What are the main responsibilities of the Head of Patient Experience?

Key responsibilities include formulating and executing the Patient Experience Strategy, analyzing patient feedback, working with clinical teams to embed best practices, overseeing performance metrics related to patient experience, and presenting findings to Trust boards and committees.

What qualifications are needed for this role?

While the job description does not specify qualifications, a background in healthcare management, nursing, or a related field, along with leadership experience in patient care settings, is typically beneficial for this role.

Who will I be working with in this role?

The post holder will engage with patients, families, staff, and key local, regional, and national stakeholders. Collaboration with clinical and operational teams is essential to embed best practices in person-centred care.

What is the expected impact of this role?

The Head of Patient Experience is expected to drive improvements and innovations in service and care delivery, ultimately enhancing the overall patient experience and satisfaction within the Trust.

Are there opportunities for professional development in this role?

Yes, the role offers opportunities for professional development in leadership, strategic planning, and quality improvement, contributing to personal growth as well as the advancement of patient care practices.

Who can I contact for further details or informal visits regarding this position?

For further details or to arrange an informal visit, you can contact Andrew Carter, Deputy Chief Nursing Officer, at andrew.carter@ouh.nhs.uk or call 01865 234030.

What are the core values of Oxford University Hospitals NHS Foundation Trust?

The core values of OUH include compassion, respect, learning, delivery, improvement, and excellence, which are integral to the Trust's approach to delivering compassionate excellence in clinical care.

What kind of feedback mechanisms will the Head of Patient Experience oversee?

The Head of Patient Experience will oversee various feedback mechanisms, including complaints data, patient advice, online feedback, and social media inputs, to drive learning and improvement in patient care.

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Oxford University Hospitals NHS Foundation Trust

A world renowned centre of clinical excellence and one of the largest NHS teaching trusts in the UK. Care to join us?

Science & Healthcare
Industry
10,001+
Employees
2011
Founded Year

Mission & Purpose

OXFORD UNIVERSITY HOSPITALS NHS FOUNDATION TRUST (OUH) is a world renowned centre of clinical excellence and one of the largest NHS teaching trusts in the UK. The Trust is made up of four hospitals - the John Radcliffe Hospital (which includes the Children's Hospital, West Wing, Eye Hospital, Heart Centre and Women's Centre), the Churchill Hospital and the Nuffield Orthopaedic Centre, all located in Oxford, and the Horton General Hospital in Banbury, north Oxfordshire. The Trust provides a wide range of clinical services, specialist services (including cardiac, cancer, musculoskeletal and neurological rehabilitation) medical education, training and research.