Patient Experience Manager

Job overview

The Patient Experience Manager has a unique and varied role responsible for managing key elements of the Patient Experience within HDFT.  The post would be part of a busy but dynamic team that encompasses all elements of Patient Experience, including managing complaints and concerns, compliments, patient engagement projects and patient survey's.

Main duties of the job

• To lead the patient experience functions across all areas of the Trust
• To support ward department and community staff with the collection of data relating to patient experience and to manage the reporting of that data.
• To oversee patient information leaflets and web page
• To collate patient experience information into reports for relevant Trust committees and meetings
• To manage and utilise a system of feedback and to drive improvement for the patient experience team.
• To identify areas of good practice and through quality improvement methodology to share best practice across the organisation
• To take a leadership role in the Making Experiences Count work stream within the organisation
• Support the Quality Matron to ensure full compliance with all CQC/Regulatory related Patient Experience Standards
• To monitor weekly compliance with patient experience measures and ensure improvement in compliance with the Trust identified targets for a particular division.

Detailed job description and main responsibilities

• Ensure that a robust system of friends and family test data collection is embedded in all areas of the organisation
• To manage and analyse data collected in conjunction with FFT and other relevant data
• Work with ward and department managers to instigate local area patient experience surveys, advising of question setting and assist with the management and analysis of the data
• To have operational responsibility for the delivery of a range of projects to include quality improvement as directed by the Regulation, Experience and Risk Lead
• Manage and be responsible for the developments associated with the ward and department quality dashboard
• Manage the production and publication of all Trust wide patient information in print and digital form
• Manage the patient information database and version control of document
• Manage the Trust internal and external digital patient information resources, ensuring the most up to date information is available to staff, patients and the public
• Clinically manage and support the collection of the early warning scores audit, providing feedback to areas of the data collected and working with clinical teams to drive improvement with
• To support as required the provision of data and reports to the Making Experiences Count group and other relevant committees
• To work closely with the Heads of Nursing and Matrons to ensure that patient experience improvements are monitored and progressed within agreed time
• To develop, implement, maintain and manage robust systems in relation to the patient experience data collection
• Work collaboratively with colleagues across the Trust, contributing proactively to any working groups
• To represent the Trust at any patient involvement groups internally and externally including governor and member’s meetings.
• To be responsible for providing teaching and education relating to patient experience processes and improvement
• To maintain accurate and timely records maintaining databases of all patient experience events and analyse data to inform and report to the Trust Board and other groups on all aspects of patient experience
• To ensure compliance with information governance requirements including consent, confidentiality and information storage in line with Trust and national policy and legislation
• To ensure that staff are able to work in a safe and conducive working environment and that responsibilities regarding Health and Safety and staff welfare legislation and best practice are fulfilled throughout the department
• Responsible for training members of staff in the use of patient experience systems
• Working in partnership with the Deputy Director of Nursing to support the quality improvement aspects of patient experience
• Co-ordinate the identification of patient experience themes to inform training needs for the nursing, midwifery and AHP workforce working closely with matrons and senior nurses.
• Contribute to training / learning events to improve patient experience working closely with senior nurses across the directorates and within the corporate team as required