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Head of Patient Experience

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Norfolk and Norwich University Hospitals NHS Foundation Trust

6d ago

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

AI generated summary

  • You need strong knowledge of NHS patient engagement, leadership skills, experience with complaints and stakeholder collaboration, and a focus on improving patient and carer experiences.
  • You will lead PALS & Complaints, enhance patient engagement, support strategy implementation, drive service improvements, and ensure inclusivity across patient experiences.

Requirements

  • Detailed knowledge and understanding of the national agenda for patient engagement and of the NHS complaint procedure + PHSO processes and latest Framework essential.
  • Outstanding people management and leadership skill and experience are essential and will support the teams to further embed and grow – ensuring continued development of responsive and engaged ‘working in partnership’ culture for all NNUH services.
  • Experience and expertise working with complaints/feedback, different stakeholders and communities to enable voices to be amplified and improvements made.
  • Be responsible for driving significant improvements in service as a result of the patient and carer experience and ensure that the Trust has in place a robust monitoring system to collect evidence in support of the achievement of CQC outcomes and other relevant standards for patients.

Responsibilities

  • Provide senior leadership for PALS & Complaints, Patient Feedback processes and Engagement for Experiences of Care and Health Inequalities.
  • You will bring outstanding, senior, people and operational leadership to turn strategy into practical reality; you will be an experienced senior manager with a curious, compassionate and inclusive management style.
  • Detailed knowledge and understanding of the national agenda for patient engagement and of the NHS complaint procedure + PHSO processes and latest Framework essential.
  • To assume senior leadership for key Patient Experience and Engagement functions - Patient Advice and Liaison Service (PALS) and Complaints, Patient Engagement & Experience/Equalities. Outstanding people management and leadership skill and experience are essential and will support the teams to further embed and grow – ensuring continued development of responsive and engaged ‘working in partnership’ culture for all NNUH services.
  • Support the implementation of a Trust-wide Patient Engagement & Experience Strategy – this role is pivotal to embedding a culture of responsiveness, turning listening into action and supporting a range of quality improvement initiatives in partnership with patients, Carers and staff across NNUH and reaching out across the communities of Norfolk and Waveney to ensure Equity and Inclusion. You will support staff across NNUH to be responsive and listen to the voices of ALL patients, Carers and communities.
  • You will bring experience and expertise working with complaints/feedback, different stakeholders and communities to enable voices to be amplified and improvements made.
  • To be responsible for driving significant improvements in service as a result of the patient and carer experience and ensure that the Trust has in place a robust monitoring system to collect evidence in support of the achievement of CQC outcomes and other relevant standards for patients.

FAQs

What is the main responsibility of the Head of Patient Experience?

The main responsibility is to provide senior leadership for Patient Advice and Liaison Service (PALS), complaints, patient feedback processes, and engagement to improve experiences of care and health inequalities at NNUH.

What kind of leadership style is the ideal candidate expected to have?

The ideal candidate is expected to have a curious, compassionate, and inclusive management style, with outstanding people and operational leadership skills.

What experience is required for this role?

Candidates should have detailed knowledge of the national agenda for patient engagement, the NHS complaint procedure, PHSO processes, and the latest frameworks. An experienced senior manager with expertise in handling complaints and stakeholder engagement is essential.

How does this role contribute to the Patient Engagement & Experience Strategy?

This role is pivotal in implementing the Trust-wide Patient Engagement & Experience Strategy, ensuring a culture of responsiveness, and supporting quality improvement initiatives in partnership with patients, carers, and staff.

What kind of culture does NNUH promote in its workforce?

NNUH promotes a diverse, inclusive, and nurturing team culture that values unique skills, knowledge, and experiences, aiming to raise performance in delivering world-class healthcare.

What benefits are offered to staff at NNUH?

NNUH offers a range of benefits including flexible working hours, discounted gym memberships, excellent pension scheme, access to physiotherapy services, and support in career development, among others.

How can I reach out for further details or informal visits?

For further details or to arrange informal visits, you can contact Sarah Higson, Head of Patient Experience, via email at sarah.higson@nnuh.nhs.uk or by phone at 01603 647482.

What is the size and significance of NNUH in the NHS?

NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people and is a teaching and research hospital with state-of-the-art facilities.

What communities does NNUH aim to engage with through this role?

This role aims to engage with all communities in Norfolk and Waveney, ensuring equity and inclusion in patient care and feedback processes.

Is there a focus on mental health support for staff?

Yes, NNUH provides free 24-hour confidential counselling support for all staff.

Norfolk and Norwich University Hospitals NHS Foundation Trust

Norfolk and Norwich University Hospitals NHS Foundation Trust. #TeamNNUH

Science & Healthcare
Industry
5001-10,000
Employees
2001
Founded Year

Mission & Purpose

Norfolk and Norwich University Hospitals NHS Foundation Trust offers comprehensive healthcare services across Norfolk and Norwich. Their mission is to deliver exceptional, patient-focused care and to advance health through innovation and research. They aim to provide high-quality medical treatment, support community health, and continually improve their services to meet the needs of patients and their families.