Job overview

The  Patient Experience Manager will provide expert professional leadership, supporting the Lead for Patient Experience & Engagement in the implementation and evaluation of the Trust’s Patient Experience Strategy.

They will provide overall day-to-day management of highly visible and readily accessible to the Complaints and PALS teams, ensuring that all statutory responsibilities are met and that there is a comprehensive framework in place for effective complaints, concerns and compliment management.

The post holder will support the Trust in identifying learning from PALS and complaints feedback in order to continually improve the quality of its services and triangulate and respond to the themes and learning from complaints, PALS, patient safety and risk.

We are looking for an exceptional leader who is experienced, innovative and committed to making a real difference to patient experience and
engagement. This is a key post, supporting the Patient Experience & Engagement Lead, Heads of Nursing, Midwifery & Allied Health Professionals and Clinical Service Line Teams. This post sits within the Bedfordshire Hospitals Corporate Nursing Team.

 

Main duties of the job

Report to Lead for Patient Experience and Engagement updating on patient and carer experience objectives quarterly; updating on current performance for annual reports to Trust Board and other reports as required.

Support the development and management of a Patient Experience Council (PEC); attend other committees/groups as required.

Deliver patient and carer stories for sharing at Trust Board and other relevant forums to enable the organisation to understand patients experience.

Development and leadership of specific projects/task groups to ensure the delivery of positive patient and carer experience and to be a proactive member of work streams and related activities to embed values.

 

To develop initiatives that address the needs of those who are seldom heard, working closely with key colleagues and stakeholders.

Actively develop patient experience networks to improve patient experience throughout the patient/family/carer journey, learning from best practice and proactively share Trust success locally, regionally and nationally

Produce a patient experience communication plan as part of the strategy encompassing all levels of the organisation and including patients and their families, to ensure timely patient experience feedback is received, acted upon and shared, and performance against relevant external; bodies key performance indicators (e.g. CQC), are visible.

 

Working for our organisation

Bedfordshire Hospitals NHS Foundation Trust provides hospital services to a growing population of around 700,000 people living across Bedfordshire and the surrounding areas across two busy hospital sites in Bedford and Luton.  Both hospital sites offer key services such as A&E, Obstetrics-led Maternity and Paediatrics. You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology.

Our Values

We not only recruit based on qualifications and experience - we recruit individuals who demonstrate the behaviours which underpin our Trusts core values. We achieve this by using values based recruitment. We are dedicated to making our recruitment practices as inclusive as possible for everyone, we are committed to promoting equality and diversity, and creating a culture that values differences.

Please note that vacancies may close prior to the advertised closing date when sufficient number of applications have been received. All new staff will be subject to a probationary period covering first 6 months in post. Travel between hospital sites may be required. Please review all documents attached to ensure you familiarize yourself with all requirements of the job.

It is an exciting time to join the newly formed Bedfordshire Hospitals NHS Foundation Trust. We run two busy hospital sites in Bedford and Luton. Our 7,500 staff provide high quality care for a growing population of around 700,000 across Bedfordshire and the surrounding areas.

 

You will be joining a friendly, high performing Trust committed to ensuring the health and wellbeing of staff. As one of the largest NHS Trusts in our region you will have access to a programme of high quality training and development to help you grow your career. Travel between hospital sites may be required. We have state-of-the art facilities placing us at the heart of cutting edge health care. The Trust continues to be committed to delivering the best patient care using the best clinical knowledge and technology available.