As Head of Patient Experience, you will ensure that the patient's voice is at the heart of our decision making and learning from events.
You will embody our no-blame approach, ensuring that learning is taken from positive and negative events in the organisation and supporting the quality improvement projects that are developed in response to these.
You will ensure that our processes for receiving and acting on patient feedback are in line with national best practice and are consistently followed.
You will assist the Assistant Director of Governance by providing leadership, implementing strategic projects, delivering quality improvement projects, identifying risks and being 'hands on' in responding to learning events across all establishments.
You will be a key member of the governance team, working across our three places (Hull, Scarborough and York).
Interviews for the post will be held on 29 January in York.
Main duties of the job Ensure that best practice is followed in learning from patient safety and experience incidents, both in developing organisational policies and procedures and supporting the delivery of these.
Maintain the highest standards in investigating and responding to patient concerns and complaints, providing training and support to all staff involved in the process.
Design and support the implementation of quality improvement projects, especially in response to learning events.
Ensure the effective functioning of our Patient Participation Groups and lead on engagement with the communities we serve to amplify the patient voice within the organisation.
Support the Director of Clinical Governance and Associate Director of Governance in effective change management that reflects continual quality improvement activities.
Contribute to the development and improvement of clinical governance strategies and support the development of governance planning throughout the organisation.
Provide leadership within the governance team and wider organisation.
About us Haxby Group is a high-quality, community-based healthcare organisation, with general practice at its heart.
We deliver exceptional care from across York, Scarborough, and Hull, serving more than 95,000 patients.
Haxby Group has been rated outstanding by the Care Quality Commission (CQC) in York and Hull, and good in Scarborough.
We are dedicated to improving the health of the communities we serve and have an innovative approach to ensuring we provide outstanding care.
We are actively involved in research projects with the aim of improving patient care, and our digital-first ethos has contributed to reducing waiting times for access to services.
Our large and diverse team of Doctors, Nurses and Advanced Practitioners have decades of expertise, providing a range of care in a safe, friendly environment, with support from highly experienced Health Care Assistants, Clinical Pharmacists, and other non-GP clinicians.
Supporting the patients and our clinical team are the large front of house and back-office teams ranging from Patient Services, Care Navigators, Clinical Administration Support and more.
Person Specification 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.
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.
Other Current UK/EU driving licence and access to car to enable travel to all sites.
Knowledge/ Qualifications/ Skills 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.
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.
Physical Requirements Able to undertake the requirements of the post.
Excellent attendance record.
Disclosure and Barring Service Check This 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.
#J-18808-Ljbffr