Head Of Patient Experience

This is a maternity cover post - looking for support between 03/03/25 and 20/10/2025.
We approved a new 3 year Patient & Carer Experience Strategy in June 2023 and have delivered well within the first (nearly) 12 months since that time.
We have a vibrant level of engagement across the Trust, which we are continuously seeking to enhance.
This includes the fabulous team of patient and carer partners who work with us and our wider network of nearly 500 volunteers.
This is a key leadership post to turn the vision into reality, with strong strategic and engagement skills across a large and complex acute trust an absolute necessity.
Main duties of the jobThe post holder is responsible for strategic and operational management for a portfolio reporting to the Director of Quality Governance, as follows:
Patient and Carer experiencePublic Involvement including HealthwatchInsights into patient access and inclusionPatient Experience Team (concerns and complaints)Voluntary servicesSpiritual, Pastoral and Religious Care Arts ProgrammeTranslation and Interpreting ServicesExpert advice and delivery support for the NBT/UHBW Single Managed Services Programme (Comms & Engagement Workstream)Key components across this portfolio include:
Developing and implementing robust strategies and procedures to establish and maintain quality standards in all aspects of patient experience.Leading the development of the Patient & Carer Experience Strategy and the associated delivery plan to ensure that the views of patients, carers, members of the public, and external stakeholders inform future service delivery.Establishing effective relationships and networks with external stakeholders to support collaborative working and create a shared understanding of the organisation's quality agenda, in relation to patient experience, ensuring these requirements are understood by both Divisional and corporate teams.Working closely with the Communications Team to promote dissemination of learning from service user and stakeholder feedback both internally and externally.About usWe have a positive, proactive and innovative approach to the work we undertake across all of the Patient & Carer Experience teams.
This reflects our passion to support clinical teams across the trust in their understanding and insight into patient and carer experience and to help address challenges when they arise, as well as the continuously positive feedback that we receive across various channels.
Our ambition is high and this is a fundamental leadership role that needs to drive this agenda forward in line with those values and with the ability to network effectively with UHBW Foundation Trust as we develop the new acute Group model across Bristol & Weston as well as the wider ICB.
Job responsibilitiesMain Duties Be the champion and ambassador of patient experience and will be expected to fulfil a role across the health economy and act as the central point for enquiries about patient experience.Develop networks with others leading patient experience work and promote the work of North Bristol Trust in this area by attending and speaking at conferences and presenting.Responsible for the implementation of a highly complex and involved stakeholder engagement strategy to support the Trust's strategic and organisational objectives.Lead the development and implementation of the Trust Patient & Carer Experience Strategy building on a developing culture of openness and transparency.Lead service improvements and have a direct lead role in all patient, carer and public engagement activities.Lead the delivery, reporting and development of action plans following national and local patient/user surveys.Analyse strategic and operational plans and translate these needs into the provision of supported engagement services and patient experience.Set up systems to monitor the level of patient engagement.
Plan and deliver seminars and training for staff on patient and public engagement.Ensure active patient involvement and analysis of feedback is utilised to inform Trust service development such as patient pathways as part of the overall Trust approach to continuous quality improvement.Undertake analysis of complex information (qualitative, quantitative and statistical information) to inform and measure the effectiveness of projects and work streams.Develop cost benefit analysis for engagement spending and initiatives.Lead on the development of a variety of effective methods for obtaining patient and carers feedback.Lead and develop the Trust approach to the Friends and Family test, such that response rates are a given, and frontline staff are supported to actively use the narrative feedback.Ensure the approach to complaints is such that each complaint is viewed as a service improvement opportunity.Develop metrics and ways of working for the complaints process that ensure continuous feedback and learning.Develop a Trust approach and strategy to the use and development of patient stories.Ensure active patient involvement and feedback is utilised to inform improvement work including patient pathways, the Trust Quality Strategy, regional safety collaborative work, and service improvement projects managed via the Project Management Office.Ensure participation in National Patient surveys and learning from best practice benchmarking with other organisations.Work with clinical leadership teams to embed a culture of you said we did.Lead the communications regarding patient experience, raising public engagement through a range of media and in collaboration with clinical staff and the communications team.Research, write and present reports for Board and Directors based on complex real-time patient feedback combined with nursing metrics and national patient surveys.Lead in the interpretation of legislation and guidance nationally.
Engage and support staff who need to make changes to comply with new statutory requirements.Lead on the development and implementation of the Trust's stakeholder Patient Experience policy to drive true and sustained engagement activity across the Trust's directorate structures.Planning and organisation of a broad range of complex activities and programmes, some of which are ongoing around the core measure of patient experience.High level of freedom to act independently, including responsibility for interpreting national and organisational policy in determining day to day work and actions and longer-term strategic priorities in areas of responsibility, regionally and nationally.Oversee the Trust's translation and interpreting services, managing contracts and performance with suppliers, monitoring use and quality.Person SpecificationEducation/Training/QualificationsRelevant management and/or leadership qualification at Masters Degree level or equivalent experience relevant to this postEvidence of relevant training in leadership/coaching/mentoringWork ExperienceSignificant experience of leading and managing groups of staff within and across directorates in an acute Trust and working with staff from different professional disciplinesStrong track record of dealing with external clients/organisations and successfully leadingExperience of complex report writing that informs and engages target audiences up to and including board levelExperience of working at board or board subcommittee level and successfully influencing decision-making and action.Knowledge/Skills/AbilitiesHighly developed analytical and problem-solving skills; capable of interpreting and evaluating complex, multi-faceted information; ability to summarise complex information; ability to make judgements and advise on the best course of actionHighly developed communication skills, e.g.
ability to discuss issues of a potentially sensitive nature at Board and Divisional levelExcellent interpersonal skills and ability to communicate effectively with a wide variety of stakeholders.Proven subject matter expertise on the approach to patient & public involvement within a complex acute trust environmentDisclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
£58,972 to £68,525 a year per annum, pro rata

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