Experience of Care Lead

Job overview

The role of the Safe and Compassionate Care Team is to effectively manage a diverse range of clinical service governance across a large geographical area. It ensures that the safety, quality and effectiveness of systems/processes and relationships are coordinated and delivered to their optimum at all times.

The Safe and Compassionate Care Team needs to remain flexible and responsive, supporting varying levels of clinical need and demand throughout the Trust.

Main duties of the job

To lead the delivery and management of the Experience of Care Team (Patient Advice and Liaison Service (PALS), patient and carer experience and complaints) component of the Safe and Compassionate Care Team.

Directly line-manage the Volunteer Coordinator, Family Liaison Practitioner, Lived Experience Lead for Experience of Care and Experience of Care Coordinator.

To ensure the patient and carer feedback processes and information systems are robust.

To provide timely, accurate reports as required relating to PALS, patient and carer experience and complaints.

Detailed job description and main responsibilities

To communicate clearly and effectively with all relevant internal and external staff and representatives regarding on-going experience of care functions and processes. To manage and maintain the participation of members of staff and patients in organisation-wide initiatives and requirements. To identify themes/trends in complaints/claims over time and advise regarding action needed. To develop, create and author a broad range of reports as required by the Trust Board, operational Directorate and other stakeholders such as the commissioners. To work will all staff on obtaining feedback on patient and carer satisfaction with service provided by the Trust. Responsible for the local implementation of patient feedback procedural / policy changes across the organisation. To work with staff across the organisation in actively promoting local resolution to complex situations/complaints where the post holder is required to analyse and interpret the situation to evaluate the best way forward from the range of possible options. To provide practical support in stressful and difficult situations and with the handling of challenging behaviours.