Head Of Patient Experience

Job summary As Head of PatientExperience, you will ensure that the patient's voice is at the heart of ourdecision making and learning from events.
You will embody our no-blameapproach, ensuring that learning is taken from positive and negative events inthe organisation and supporting the quality improvement projects that aredeveloped in response to these.
You will ensure that our processes forreceiving and acting on patient feedback are in line with national bestpractice and are consistently followed.
You will assist the AssistantDirector of Governance by providing leadership, implementing strategicprojects, delivering quality improvement projects, identifying risks and being"hands on" in responding to learning events across allestablishments.
You will be a key member of the governance team, working acrossour three places (Hull, Scarborough and York).
Main duties of the job Ensure that best practice isfollowed in learning from patient safety and experience incidents, both indeveloping organisational policies and procedures and supporting the deliveryof these.Maintain the highest standards ininvestigating and responding to patient concerns and complaints, providingtraining and support to all staff involved in the process.Design and support theimplementation of quality improvement projects, especially in response tolearning events.Ensure the effective functioning ofour Patient Participation Groups and lead on engagement with the communities weserve to amplify the patient voice within the organisation.Support the Director of ClinicalGovernance and Associate Director of Governance in effective change managementthat reflects continual quality improvement activities.Contribute to the development andimprovement of clinical governance strategies and support the development ofgovernance planning throughout the organisation.
Provide leadership within thegovernance team and wider organisation.please get in touch to find out more about the role and ourorganisation.
About us Haxby Groupis a high-quality, community-based healthcare organisation, with generalpractice at its heart.
We deliver exceptional care from across York,Scarborough, and Hull, serving more than 95,000 patients.
Haxby Group has beenrated outstanding by the Care Quality Commission (CQC) in York and Hull.
andgood in Scarborough.We arededicated to improving the health of the communities we serve and have aninnovative approach to ensuring we provide outstanding care.
We are activelyinvolved in research projects with the aim of improving patient care, and ourdigital-first ethos has contributed to reducing waiting times for access toservices.Our largeand diverse team of Doctors, Nurses and Advanced Practitioners have decades ofexpertise, providing a range of care in a safe, friendly environment, withsupport from highly experienced Health Care Assistants, Clinical Pharmacists,and other non-GP clinicians.
Supporting the patients and our clinical team arethe large front of house and back-office teams ranging from Patient Services,Care Navigators, Clinical Administration Support and more.
Job description Job responsibilities JobResponsibilitiesEnsure that best practice is followed inlearning from patient safety and experience incidents, both in developingorganisational policies and procedures and supporting the delivery of these.Maintain the highest standards ininvestigating and responding to patient concerns and complaints, providing trainingand support to all staff involved in the process.Design and support the implementation ofquality improvement projects, especially in response to learning events.Ensure the effective functioning of ourPatient Participation Groups and lead on engagement with the communities weserve to amplify the patient voice within the organisation.Support the Director of Clinical Governanceand Associate Director of Governance in effective change management thatreflects continual quality improvement activities.Contribute to the development and improvementof clinical governance strategies and support the development of governanceplanning throughout the organisation.
Provide leadership within the governance teamand wider organisation.Management Duties and Responsibilities:Ensure that a professional service and imageis always maintained, acting as a role model to all staff.Provide a leadership style that isapproachable and visible across all sites which is underpinned by strongly heldvalues of the importance of quality improvement, equality and patient outcomesand valued workforce.Deputise for and support the AssociateDirector of Governance.Demonstrate leadership that inspires others tocontribute and value innovation and continuous.Be sensitive to the demands on colleagues andbe prepared to adjust plans to accommodate specific needs.Clearly articulate the expected standards ofthe service, monitor, and identify where standards are not met, take action toaddress these and escalate associated risks.Demonstrate leadership and innovation incontexts which are unfamiliar, complex, and unpredictable that require solvingproblems involving many complex interacting factors.Delegate, organise and prioritise work plansto ensure compliance with regulatory standards and best practise whilstmanaging risk.
Demonstrate effective communication skills andcontinually reflect on and evaluate outcomes of change management.Demonstrate resilience when responding tochallenge, change and complex or difficult situations.Provide managerial supervision, support, andprofessional leadership.Apply policies, standards, and guidance.Participate in the recruitment and selectionprocess where required.Monitor records in line with protocol.Organisational Responsibilities:Work with the senior management team and multidisciplinary teams tocontinually improve the quality-of-service delivery within the overallorganisational governance frameworks and reflecting the corporate objectives.
Monitor standards of service delivery using a range of evidence and datasources to identify where improvements are needed.Contribute to the development and implementation of policies andguidelines and ensure team members are aware of policy requirements.Identify and report risks within the overall organisational riskmanagement framework, supporting other staff to contribute to the process.
Prepare Board and committee assurance reports.
Assist with the gathering of statistics and information.Maintain accurate and complete documentation and records utilisingelectronic records as appropriate and in accordance with Haxby Group protocol.Follow agreed protocols, referring to senior people for guidance.
Maintain the ethos and culture of Haxby Group, positively promoting theorganisation.Ensure effective use of resources.Attend in-house governance, educational and staff meetings asappropriate.Help plan, develop and support the introduction of new working processesto optimise quality.Train staff to attain optimum performance.Build and maintain relationships with other professionals working inhealthcare, support staff both internally and externally through collaborativemeetings.Always behave in a professional manner.
Person Specification Other Essential Current UK/EU driving licence and access to car to enable travel to all sites.
Physical Requirements Essential Able to undertake the requirements of the post.
Desirable Excellent attendance record.
Knowledge/ Qualifications/ Skills Essential Educated to degree level or equivalent professional experience in healthcare.
Management and Leadership qualification or at least one years experience in a management or leadership role working in an environment governed by legislation on quality standards.
Highly effective communication skills, including experience of communicating with patients in highly contentious situations.
Desirable Experience of managing complaint processes Experience of developing patient engagement channels Experience of conducting root cause analysis and investigations.
Experience of successfully developing and implementing quality improvement projects / change management.
Project Management or Quality Improvement qualification.
Understanding of information governance requirements and implementing data protection legislation.
Knowledge and experience of innovation and introducing new technologies, digitally literate with strong IT skills.
Experience working in Primary Care (especially General Practice).
Developing collaborative working across different teams and sites.
Competencies/ Qualities/ Attributes Essential Leadership skills with the ability to maintain operational delivery in a complex environment, understanding the wider strategic context.
Ability to work autonomously within the scope of the role including leading multiple workstreams across different groups of staff.
Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment.
Desirable Ability to work effectively as part of a team, to network and build relationships.
Ability to identify and exploit opportunities to enhance service delivery, including through audit.
Negotiation and conflict resolution skills.
Proven problem solving and analytical skills.
Ability to develop, implement and embed policy and procedure.
Ability to motivate and train colleagues.
Reflect and critically appraise own performance and continual professional development.
Reliable, flexible, motivated and enthusiastic.
Effective time management.