Job summary
- Main area
- Patient Complaints, Experience and Involvement
- Grade
- NHS AfC: Band 8a
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 453-24-6244455
- Employer
- Bradford District Care NHS Foundation Trust
- Employer type
- NHS
- Site
- New Mill
- Town
- Saltaire
- Salary
- £50,952 - £57,349 per annum
- Salary period
- Yearly
- Closing
- 12/05/2024 23:59
Employer heading
Senior Patient Experience Manager
NHS AfC: Band 8a
Bradford District Care Trust is an award-winning Trust that provides a range of innovative services that have been recognised as best practice nationally. As a provider of care for people of all ages who have mental and/or community health needs we are dedicated to providing a high-quality service, close to where people live and as much as possible tailored to an individual’s needs.
As a provider of care for people of all ages who have mental and/or community health needs we are dedicated to providing a high-quality service, close to where people live and as much as possible tailored to an individual’s needs.
Job overview
Are you constantly thinking of ways in which we can keep the patient's experience at the heart of everything we do in a challenging, dynamic environment? If so, we would love to hear from you.
Our successful candidate will drive learning, change and innovation in response to complaints. They will develop systems and processes that effectively enable staff to understand the experience of people who come into contact with our services, either as users of services, carers of those who use services or potential users of services, and to develop and support the involvement of service users across the breadth of Trust activity, ensuring they are equal partners in the design and delivery of care.
This role will be accountable to the Head of Quality Assurance, Compliance and Patient Experience, and will work closely with them to support the Trust in understanding and improving the experience of people who use our services, their carers and families.
Closing date: 12th May
Interview date: TBC
Main duties of the job
Bradford District Care NHS Foundation Trust’s (BDCFT’s) Patient Advice and Complaints team and Patient and Carer Experience and Involvement team are both elements of the Trust’s overall patient safety, compliance and risk team.
Their joint purpose is threefold; to manage and lead the response to complaints, ensuring that learning is identified and shared as part of the wider patient safety strategy; to put in place systems and processes that effectively enable staff to understand the experience of people who come into contact with our services, either as users of services, carers of those who use services or potential users of services, and to develop and support the involvement of service users across the breadth of Trust activity, ensuring they are equal partners in the design and delivery of care
Working for our organisation
Everything we do is underpinned by our core values: -
We Care - We act with respect and empathy, and always value difference
We Listen - We understand people’s views and respond to their individual needs
We Deliver - We develop and provide excellent services and support our partners
We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including :
A wide range of health and wellbeing support packages
A range of internal and external development and learning opportunities
Plus many more.
We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.
BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.
Detailed job description and main responsibilities
The post holder will have responsibility for two teams – the Patient Advice and Complaints Team and the Patient and Carer Experience and Involvement Team, and will need to be able to demonstrate good level of knowledge relating to both areas, as well as having demonstrable people management experience and skills. The successful candidate will share our vision for embedding the voice of experience throughout our organisation and will have the skills and experience to support their teams to continually develop their ability to engage effectively with people who use our services.
Whilst professional registration is not an essential requirement for this role, the post holder will need relevant experience of working alongside clinical staff to understand and influence clinical practice. In assessing the impact of processes on individual’s mental and physical health, they will need to be able to make necessary adaptations to ensure accessibility whilst keeping service users, staff and the organisation safe.
As part of a wider leadership team, the post holder will work closely with the Senior Patient Safety Manager, the Senior Risk and Clinical Audit Manager and colleagues from across the Directorate of Patient Safety, Quality and Experience to support the Trust in delivering its ambition to be a learning organisation with a focus on continuous quality improvement.
Please read the attached Job description and person specification for more details about this role.
Person specification
Qualifications and Training
Essential criteria
- Educated to Master’s Degree level in a relevant subject, or hold an equivalent level professional qualification or equivalent experience
- Registered Healthcare professional or significant relevant experience of working alongside clinical staff to understand and influence clinical practice and in assessing the impact of processes on individual’s mental health and making necessary adaptations
Desirable criteria
- Relevant leadership or management qualification
- Registered mental health professional
Knowledge and Experience
Essential criteria
- Significant knowledge of the national patient safety strategy and how this relates to the management of complaints
- Significant experience and knowledge of complaints management processes within the NHS, including regulatory and PHSO standards
- Experience of working in a role relating to complaints management with an understanding of the concepts which underpin approaches to improving patient safety in health systems such as human factors, systems thinking, investigation, quality improvement, change management, and just culture
- Significant knowledge of a broad range of clinical practices, systems and processes enabling the provision of expert advice to support complaint processes
- Knowledge of NHS England patient experience, involvement and carer strategy, policies and developments in these areas in the NHS and other relevant organisations
- Knowledge and experience of developing and maintaining effective processes for service user involvement including the use of patient experience to drive improvement in the quality and safety of services and support transformation, co-production and experience-based design
- Experience in the development and delivery of strategies that increase and sustain the effective involvement of service users and the public
- Demonstrable line management experience
- Experience of providing direct mentoring and supervision that supports individuals to manage boundaries, stressful and complex situations in a way that keeps them, and service users, safe
- Knowledge and experience of working in situations that may require action to ensure that individuals are safeguarded
Skills and abilities
Essential criteria
- Coaching and mentoring skills with demonstrable ability to support staff working with complex individuals and situations that may be emotionally impactful and require sensitive management in order to ensure that staff, service users and the general public remain safe
- Able to demonstrate a clinically informed, objective approach to supporting the Patient Advice and Complaints team to manage and generate learning that provides resolution and protects all involved in the process
- Demonstrable ability to de-escalate contentious and highly emotive situations in a way that keeps all parties contained and safe
- Able to use highly developed persuasive and motivational skills to work with staff and service users to agree the best outcomes in situations where there may be differences of opinion
- Demonstrated ability to develop and maintain effective working relationships across the Trust and externally, working positively with staff and the public, and an ability to work with different cultures, expectations and priorities
- Experience of using clinical data systems such as SystmOne, Ulysses Safeguard or similar
- Experience of reviewing patient records to understand clinical practice and decision making
- Ability to analyse, triangulate and interpret highly complex and highly sensitive information and present it in a professional and comprehensive manner
Desirable criteria
- Experience of using Quality Improvement methodologies
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Rebecca Le-Hair
- Job title
- Associate Deputy Director of Patient Safety
- Email address
- [email protected]
- Telephone number
- 07909 650192
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