Head Of Patient Experience

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Job overviewThis 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 postholder is responsible for strategic and operational management for a portfolio reporting to the Director of Quality Governance, as follows:
Patient and Carer experienceInsights into patient access and inclusionSpiritual, 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 to 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.Working for our organisationWe 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.
Detailed job description and main responsibilitiesMain Duties Be the champion and ambassador of patient experience and will be expected to fulfill 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.Setup 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 workstreams.Lead on the development of a variety of effective methods for obtaining patient and carer 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 metric 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.
These require the formulation and adjustment of plans or strategies and a wide engagement/monitoring programme.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.
Also setting standards and performance indicators for national and regional areas of responsibility around patient experience.Oversee the Trust's translation and interpreting services, managing contracts and performance with suppliers, monitoring use and quality.LeadershipProvide training and support in the use of a range of patient experience methodologies.Lead the Trust's Spiritual, Pastoral, Religious Care ensuring the services they provide are fit for the future and in line with the Trust strategic objectives.Lead the Fresh Arts Programme's contribution to patient and carer experience.Lead and continually develop the Trust's approach to managing complaints and PALS concerns sensitively and in line with PHSO guidelines, whilst seeking to optimise thematic insight and signposting into learning and improvement opportunities.Lead the Volunteer Services contribution to patient experience work, integrate the work of volunteers into the patient and carer experience strategy.Lead the development of Divisional patient experience leads.
Providing development and support to deliver an innovative programme of work.Direct accountability for management of a number of teams and associated budgets in these areas, acting as an authorised signatory for those budgets and ensuring that in year and forecast financial position is accurately accounted for.Lead on a programme of inclusion, community outreach and engagement to better understand the experience of all patients accessing our services, including those who are seldom-heard.Oversee the Trust's support for Carers and Young Carers with the Carers Liaison Service.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 environmentIf you apply for this vacancy and have not received a communication from North Bristol NHS Trust within three weeks of the closing date, please assume that on this occasion your application has been unsuccessful.

Please note that North Bristol NHS Trust does not reimburse travel expenses relating to interview attendance.

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North Bristol NHS Trust are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.
The successful applicant(s) will normally commence at the minimum of the scale unless they have previous NHS service at the same band.
Progression through the scale is by annual increments.
At North Bristol Trust (NBT), we know diverse and inclusive environments lead to happier and healthier teams and improved patient care and outcomes.
We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are currently underrepresented in NBT's workforce at Band 8a and above.
These include people from Black, Asian and minority ethnic backgrounds, disabled people and LGBTQIA+ people.
Please note that stringent pre-employment checks are undertaken on all successful applicants prior to commencement in post. Employer certification / accreditation badgesThe 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.

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