Associate Director of Patient Engagement and Experience

Detailed job description

and main responsibilities

The postholder will take a significant role in the continued development of high-quality patient experience and care quality throughout the Trust providing support and guidance to Trust staff ensuring a patient focussed service.
The post holder will be the primary source of expert, strategic professional leadership, advice and guidance to the Trust Board and Care Groups in matters of patient engagement, patient experience including complaints and volunteering in order to deliver an outstanding patient experience for the Trust.

Provide strategic and corporate leadership for the Trust-wide Patient Experience and Voice portfolio, translating national and Trust priorities into clear policies, standards, improvement programmes and measurable outcomes.
- Ensure patient, carer and community voices influence strategy, governance, service design and evaluation through inclusive engagement, co-design, accessible routes for participation.
- Lead systems for capturing, analysing, acting on complaints, PALS contacts, surveys, patient stories, equality insight and community feedback to identify inequalities, risks and improvement priorities.
- Provide senior oversight of complex complaints and poor experiences, ensuring effective advocacy, restorative approaches, learning, corrective action and escalation of significant or unresolved risks.
- Hold corporate oversight of patient experience services, including complaints, PALS, surveys, involvement and co-design, carers, Chaplaincy, translation and interpreting, and volunteers.
- Provide Executive and Board assurance, chair the Patient Experience and Voice Improvement Group and integrate patient experience with patient safety, clinical effectiveness and regulatory assurance.

Person specification

Qualifications

Essential criteria

• Educated to Master’s level or equivalent experience.
• Management/leadership qualification or equivalent experience at post graduate level
• Evidence of continued professional development
• Registered nurse or other registered professional; alternatively, demonstrable equivalent senior professional knowledge and experience relevant to patient experience, quality governance, complaints, engagement or service improvement.

Desirable criteria

• Quality Improvement qualification

Experience

Essential criteria

• Extensive experience of working in a senior management/leadership role
• Significant experience of managing, leading and motivating teams/departments
• Specialist knowledge around legislation, service requirements in NHS complaints, PALS, and volunteering
• Leading service changes to improve performance
• Experience of working across boundaries to develop networks with key stakeholders with using highly developed persuasive, motivational and negotiating skills
• Experience of line managing a diverse team utilising the full spectrum of HR practices

Technical Skills

Essential criteria

• Good analytical and problem-solving skills – ability to analyse highly complex data/information and make judgements/draw conclusions – including ability to respond to unexpected demands.
• Ability to work independently and make autonomous decisions
• Ability to prepare and present written reports/papers to a high standard and to find, retrieve and disseminate information up to Board level
• Ability to embrace, lead and drive change