Head of Patient Experience

Job Responsibilities

1. 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.
2. Maintain the highest standards in investigating and responding to patient concerns and complaints, providing training and support to all staff involved in the process.
3. Design and support the implementation of quality improvement projects, especially in response to learning events.
4. 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.

Management Duties and Responsibilities:

1. Ensure that a professional service and image is always maintained, acting as a role model to all staff.
2. Provide a leadership style that is approachable and visible across all sites underpinned by strongly held values of the importance of quality improvement, equality, patient outcomes, and a valued workforce.
3. Deputise for and support the Associate Director of Governance.
4. Demonstrate leadership that inspires others to contribute and value innovation and continuous improvement.
5. Be sensitive to the demands on colleagues and be prepared to adjust plans to accommodate specific needs.

Clearly articulate the expected standards of the service, monitor and identify where standards are not met, take action to address these, and escalate associated risks. Demonstrate leadership and innovation in contexts which are unfamiliar, complex, and unpredictable that require solving problems involving many complex interacting factors. Delegate, organise, and prioritise work plans to ensure compliance with regulatory standards and best practice whilst managing risk. Demonstrate effective communication skills and continually reflect on and evaluate outcomes of change management.

Demonstrate resilience when responding to challenge, change, and complex or difficult situations. Provide managerial supervision, support, and professional leadership. Apply policies, standards, and guidance. Participate in the recruitment and selection process where required.

Monitor records in line with protocol.

Organisational Responsibilities:

1. Work with the senior management team and multidisciplinary teams to continually improve the quality of service delivery within the overall organisational governance frameworks and reflecting the corporate objectives.
2. Monitor standards of service delivery using a range of evidence and data sources to identify where improvements are needed.
3. Contribute to the development and implementation of policies and guidelines and ensure team members are aware of policy requirements.
4. Identify and report risks within the overall organisational risk management framework, supporting other staff to contribute to the process.
5. Prepare Board and committee assurance reports.
6. Assist with the gathering of statistics and information.
7. Maintain accurate and complete documentation and records utilising electronic records as appropriate and in accordance with Haxby Group protocol.
8. Follow agreed protocols, referring to senior people for guidance.
9. Maintain the ethos and culture of Haxby Group, positively promoting the organisation.
10. Ensure effective use of resources.
11. Attend in-house governance, educational, and staff meetings as appropriate.
12. Help plan, develop, and support the introduction of new working processes to optimise quality.
13. Train staff to attain optimum performance.
14. Build and maintain relationships with other professionals working in healthcare, support staff both internally and externally through collaborative meetings.
15. Always behave in a professional manner.

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