People's Experience Lead

Job responsibilities

Lead the Peoples Experience Framework across the organisation, ensuring there is an accurate self-assessment matrix ofthe organisations current Peoples Experience position. Produce high level reports and presentations that will inform patient experience forums and the Integrated Quality Reportfor Executive Committee and Patient Experience, Quality and Safety and high-level reports on the Health Boards PeoplesExperience position and report to Welsh Government. Attend national meetings on Peoples Experience, representing the Health Board and reporting back to cascade up to dateinformation to staff. Promote a culture of participation, openness and accountability across the Health Board, listening to any staff concernsproviding assurances and bringing them to the attention of the Head of Service and Senior Management Team. Work a proportion of clinical duties to provide expert clinical advice to pertaining to the Patient Experience and Developmentagenda. Work across the Health Board to actively engage local communities to gather feedback and support service improvementand patient experience. Monitor and improve educational standards and user experience, ensuring professional challenge occurring as necessary. Identify and take remedial or appropriate action where Quality and Safety is compromised. Report adverse and untoward clinical events to heads of services and the Senior Management Team. Participate in the development and maintenance of patient information that encompasses the diverse population of healthcare provision, to enable choices to be made. Review quality of care against national tools and inform department of changes required. Assist in the development, implementation and audit of patient safety initiatives and highlight areas to Head of Servicewhere improvements and feedback can make a difference. Develop and encourage a culture of continuous quality and service improvement to enable change and deliver betterservices. Ensure systems are in place to implement and evaluate the improving service user experience strategy. Analyse highly complex clinical and non-clinical information and alert the Heads of Services of any rising trends and hotspotswhere relevant, suggesting viable options for reduction and/or correction. Always exercise professional integrity and sound decision-making when dealing with incidents and challenging colleaguesregarding the quality of services provided. Be actively involved and provide leadership in the review and development of all Quality and Safety frameworks, training,audit and policies.

Person Specification

Qualifications and Knowledge

Essential

• Educated to master's degree level or equivalent skills, knowledge and experience
• In depth knowledge of staff management, performance management
• Specialist knowledge and understanding of patient experience
• Active registration with NMC/HCPC professional body
• Clear understanding of the concept and working arrangements of diverse clinical areas, including those within Primary and Secondary care
• Clear understanding and working knowledge of the concept of Quality Governance, Quality Improvement and all modes of learning for patient experience
• Clear understanding and working knowledge of relevant literature, research and legislation relating to quality and safety of patient care
• Evidence of recent CPD

Desirable

• Understanding of the national position on patient/People's Experience Framework
• Root Cause Analysis experience
• Experience in developing Health Board wide policies

Experience

Essential

• Understanding of implementing "Putting Things Right" Regulations
• Understanding of patient safety and risk in the context of patient experience
• Management of a Risk
• Management system such as Datix
• Experience of working collaboratively with patients /service / stakeholders to improve quality of service by co-design
• Clinical background with experience working at a management/ senior clinical level within the NHS

Skills and Attributes

Essential

• Experience of operating across a wide range of complex primary/ secondary and/or community settings
• Experience of working as part of a multi-professional team
• Experience of developing and implementing Governance frameworks to support service delivery and service change
• Experience regarding people management, managing change and managing complaints/ concerns
• Experience of budgetary/financial management/ accountability
• Experience in improving patient experience and gaining feedback on service delivery
• Experience in leading and managing change and service improvement
• Experience of supervision, teaching and coaching of staff and students
• Ability to present to large groups
• Good negotiation skills
• Evidence of high standard of organisational, communication and interpersonal skills
• Produce reports for submission to Senior Management
• Analytical ability and evaluation skills
• Develop and maintain constructive relationships with all professional disciplines
• Analyse complex clinical issues/problems, identify necessary action and make recommendations and follow these through caring, responsive, objective and unbiased when responding and providing feedback to families and staff following an incident
• High personal standards of performance and professionalism skills
• Lead with warmth and compassion when obtaining patient stories and experiences
• Ability to travel within geographical area
• Able to work hours flexibly
• Experience of seeking supervision and peer support. This will be an emotionally challenging role that will require the post holder to have robust coping and self-care mechanisms

Desirable

• Ability to speak Welsh

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a ...