Quality Lead - Patient Experience and Complaints

Quality Lead - Patient Experience and Complaints NHS AfC: Band 7

Main area: Admin and Clerical
Grade: NHS AfC: Band 7
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 166-CS&G-

Site: Chesterfield Royal Hospital
Town: Chesterfield
Salary: £46,148 - £52,809 per annum
Salary period: Yearly
Closing: 20/04/:59

Job overview

An exciting opportunity has arisen for a Quality Lead in Patient Experience and Complaints to join our Quality Governance Team. This is an important, challenging and rewarding role with responsibility for providing leadership and expertise across the Trust for the process of complaint handling, response and resolution and for driving the patient experience agenda. Key to this role is ensuring that findings and outcomes are presented in a meaningful way to drive learning and improvement across the organisation.

Main duties of the job

This role will drive the complaints and patient experience agenda, setting the strategic direction through effective leadership. The role includes leadership and management responsibility for the Assistance and Complaints and Patient Experience Team, to ensure they achieve key objectives within the Trust's patient experience and complaints agenda.

Person specification Qualifications and Training

• Educated to degree level in a relevant subject or have considerable relevant expertise
• Conflict resolution and/or de-escalation training
• Evidence of continued professional development (CPD)
• Educated to post-graduate level
• Quality Conversations / health literacy training
• Clinical Qualification

Experience

• Significant and demonstrable experience of working within public engagement, customer service and/or complaints - including resolving concerns, issues and queries
• Demonstrable experience of working in a fast-paced service delivery environment
• Significant experience of using methods to involve stakeholders
• Demonstrable experience of using quantitative and qualitative information to identify themes, trends and outliers to make experience/evidence-based judgements
• Leading quality improvement projects and change management
• Collaborating with staff at all levels to support wider learning and improvement, promoting a learning culture
• Delivering group training and presentations to audiences from different backgrounds
• Extensive experience in managing and supporting staff, promoting individual development and leading on team development
• Experience of working within NHS complaints, patient experience and/or quality governance/risk
• Experience of working within a clinical environment
• Experience of quality checking and constructively challenging complaints responses
• Policy and process development

Skills

• Demonstrable leadership skills with understanding of leadership styles, emotional intelligence and skills mix
• Managing qualitative and quantitative information, data analysis and statistical knowledge, including interpreting and triangulating information and communicating to a wide audience
• Ability to communicate complex and/or contentious information clearly to senior leaders, accurately and accessibly, both orally and in writing
• Ability to articulate written responses in a confident and credible manner, with attention to health literacy and plain English
• Proven high level report writing skills
• Good problem-solving skills
• Negotiation, mediation and persuasion skills
• Advanced IT skills, including competency with databases, spreadsheets and word processing, with the ability to summarise/analyse data in tables, charts and pivot tables
• Advanced analytical skills

Knowledge

• High level understanding of the NHS Complaints Regulations and the role of the Parliamentary and Health Service Ombudsman
• High level understanding of patient experience processes and methodologies, in line with national NHS requirements (including co-production, co-development and co-design) and national reporting requirements (FFT, National Survey Programme, Surveys)
• Understanding of statutory obligations, regulations and standards relating to patient care and services
• Current knowledge of issues affecting the provision of healthcare services
• Understanding of issues and policies around equality, diversity and inclusion and health inequalities
• Knowledge and understanding of medical terminology
• Knowledge of benchmarking tools within the NHS in relation to patient experience
• Understanding of Trust management policies and processes

Personal Attributes

• High level of diplomacy and tact
• High level of attention to detail
• Ability to assimilate multiple perspectives, including patients and the public
• Compassionate towards patients, public and staff
• Ability to engage and motivate others
• Ability to facilitate mixed groups of stakeholders on sometimes contentious or sensitive topics.
• Ability to react appropriately to unpredictable situations
• Ability to overcome barriers to understanding
• Resilience when dealing with sensitive situations
• Ability to work as part of a team or alone, using own initiative
• Ability to relate to all grades of professional staff
• Effective prioritisation, time management and workload management to achieve tasks and meet deadlines
• Aptitude for learning and willingness to develop
• Enthusiastic, resourceful and motivated

Flexible Working

If you're looking for flexible or predictable working arrangements, please speak to us about how we might be able to accommodate this. If it works for our service and patients, we will do our best to make it work for you.

Communications

Communications throughout the application process will be via e-mail therefore please check your e-mail account and Trac account regularly. References are also requested by email (where possible). Therefore to speed up the recruitment process please provide an email address for all referees when completing your application form.