Deputy Patient Experience Manager

The overall purpose of the post is to provide a supporting role in the leadership, management and implementation of a patient experience and complaints function for the Trust.

The post holder will be responsible for a proactive approach to patient experience, seeking to gather intelligence which will help ensure the services provided by the Trust are enabled by high quality patient feedback that leads to the continuous development of services focused on the patient/service user.

• Provide day to day management and leadership to the Patient Experience Team.
• Provide support to and deputise for the Patient Experience Manager.
• Plan, implement, manage and monitor the Complaints process
• Support with excellent data quality input and reporting.
• Provide professional advice and practical support to the team and divisional colleagues across the Trust.
• Support Patient Experience improvement projects across the Trust.
• Deliver complaint response and investigation training to clinical and managerial staff
• Facilitate and co-ordinate activity related to patient surveys and feedback
  
  

An excellent opportunity has arisen for an enthusiastic, highly motivated individual who is passionate about patient experience to join our Patient Experience Team as the Deputy Patient Experience Team Manager.

You will be involved in the implementation and management of complaint processes to ensure that our patients are listened to and are encouraged to feedback anything they feel about their care, especially if it has or may affect their safety or wellbeing.

You will provide a supporting role in the leadership, management and implementation of a patient experience and complaints function for the Trust and be responsible for a proactive approach to patient experience, seeking to gather intelligence which will help ensure the services provided by the Trust are enabled by high quality patient feedback that leads to the continuous development of services focused on the patient/service user

The Patient Experience Team Department sits within the Patient Safety and Experience Division which is managed by the Director of Quality Governance. You would also be working in cooperation with departments in various sites throughout the Trust in particular with the Divisional Governance Teams.

We would be particularly interested to hear from candidates with previous patient experience and complaint response experience who have a compassionate, respectful approach to the needs of patients.

For further details / informal visits contact: Name: Helen Lodmore Job title: Patient Safety Specialist Email address: [email protected] Telephone number: 01204 390390

Sharon Stringer

Patient Experience Manager

01204 390390