BHSCT Senior Manager Patient Experience Band 8A

Advertised role location: ELLIOT DYNES
Official document: 8B Senior Manager Patient Experience JD (docx)
POST: Senior Manager Patient Experience

BAND: 8B

DIRECTORATE: Nursing & User Experience

LOCATION: Belfast Health & Social Care Trust

REPORTS TO: Deputy Director of Nursing / Midwifery
& User Experience

PROFESSIONALLY
RESPONSIBLE TO: Executive Director of Nursing & User
Experience

Job summary:

The post holder will be responsible and accountable to the Deputy Director of Nursing as the professional Nursing lead for patient experience in supporting the Trust to improve the experience of care by leading on, developing, monitoring and implementing key aspects of the Trust’s Patient Experience agenda.

The post holder will provide strategic support to the Nursing & User Experience Directorate with, specialist, strategic, nursing advice to the Divisional Collective Leadership Teams, contributing to and supporting transformational change to meet Trust responsibilities for achievement of the Trust patient experience objectives.

The post holder will provide support to the Deputy Director of Nursing through their leadership and responsibility to the management and modernisation of the patient experience team. The post holder will lead the team in a way that supports organisational development, professional modernisation and improves patient/client experience.

The post holder will work across divisions, structures and the organisation to embed and support the Safety, Quality and Patient Experience agenda.

Key result areas:

Setting Direction

Support the Deputy Director of Nursing/Midwifery and User Experience in the development and implementation of strategic professional priorities.
Ensure effective linkage between standards of care across nursing and midwifery to support the Trust’s patient experience agenda.
Contribute to the development of strategic planning for nursing and midwifery standards and performance management systems, including clinical governance, policies and procedures, standards and guidelines in line with regional strategies, ministerial and HSSA priorities.
Provide nursing and midwifery teams with strategic level improvement advice and project management support ensuring the use of the most current QI methods and tools.
Provide leadership and expert advice in improvement science to facilitate, support, inform and guide the development of projects as a means of improving the quality of care across the organisation.
Contribute to the Trust’s corporate planning policy and decision-making processes as required and ensure the Trust’s improvement programme and objectives are effectively communicated.

Service Delivery

1. To be responsible and accountable for all services provided within the post holder’s span of responsibility.
2. As a member of the Nursing and User Experience Senior Management Team, support the Executive Director of Nursing and User Experience, and Deputy Director of Nursing in the development, implementation and monitoring of the Directorate plan, ensuring integration with the corporate strategy and service delivery priorities and patient experience strategies and objectives.
3. Work collaboratively with relevant stakeholders to ensure an integrated approach to the achievement of the organisation’s objectives of delivering high quality patient/client services through quality improvement innovations and manage projects that develop a resilient competent workforce. Chair a range of Trust wide committees/working groups and provide reports to the Deputy Director of Nursing.
4. The post holder will work closely with heads of service to deliver a deeper understanding of the aims and values of Patient Experience that inform the standards and behaviours that underpin a patient and family centred approach.
5. Lead on the development and delivery of effective patient experience initiatives and assurance systems for nursing and midwifery within the Trust.
6. Ensure systems, processes and reporting structures are in place to provide assurance that there has been learning and improvement from patient experiences across the Trust.
7. Lead on clinical assurance by engaging and facilitating nursing and midwifery teams to deliver high standards of evidenced based care.
8. Contribute to the development of patient experience strategies across the Trust and ensure they are effectively monitored.
9. Lead the co-ordination of clinical standards, policies/procedures and guidelines across the Trust.
10. Provide leadership and expert advice on improvement methodology and promote the Trust as a leading organisation for the development and implementation of quality improvement work.
11. Advise, mentor and coach a range of nursing and midwifery teams providing support and expertise for local improvement when needed.
12. Ensure the needs of patients, clients and their carers are at the core of the way teams within the allocated area of responsibility deliver services that are integral to Directorate and Trust plans and all resources are effectively deployed to meet those needs.
13. Identify examples of national and international best practice to ensure the Trust benefits from relevant innovations in health care, particularly in relation to patient experience.

Collaborative Working

Work collaboratively with Corporate Governance to ensure issues impacting on patient experience arising from the review of clinical incidents, near misses or complaints area appropriately addressed and that, where appropriate, Trust-wide action is taken to minimise the risk of recurrence.
Provide high-level contribution to Regional forums and networks ensuring best practice is adopted within the Trust and, where relevant, share best practice developed in Trust with other organisations.
Present and publish improvement work conducted in nursing and midwifery within the Trust in regional, national and international publications and conferences.
Provide support to the Deputy Director of Nursing for Safety, Quality and Patient Experience and deputise as required.

Communication and Information Management

To develop and deploy engagement and communications strategies to promote and support effective internal involvement and develop strong partnerships with external stakeholders.
Manage, plan and implement agreed projects ensuring commitment and involvement of all those affected by the changes and develop and implement effective communication strategies.
Lead the analysis of information relevant to the professional nursing and midwifery improvement agenda and share with relevant colleagues to enable improvement and informed decision-making.
Facilitate and enable a culture of transparency, openness and learning. Identify issues and escalate as appropriate. Identify areas for change and develop plans to progress actions.

Financial and Resource Management

The post holder will be responsible and accountable for the delegated budget, salaries and goods and services, within his/her area of responsibility ensuring effective arrangements are in place to monitor expenditure against budgets, providing analysis on the cost and benefits of planned developments and opportunities for efficiencies.
To contribute to the development of organisational Directorate’s Integrated Project Team/project plans for service commissioning and be responsible for the development of capital projects and business cases for the Nursing and User Experience Directorate as required.
The post holder will participate in contract and service level negotiations with commissioners and services providers as delegated by the Deputy Director
The post holder will lead service reform to ensure value for money and the most efficient use of resources.

People Management and Development

To support the Deputy Director of Nursing by providing clear and strategic leadership to staff in the allocated area of responsibility to ensure that the Trust has a highly skilled, flexible and motivated workforce equipped to provide high quality care.
To lead the development and implementation of performance development for staff, demonstrating progress on the redesign of existing roles. Provide guidance on personal development requirements and advise on and initiate, where appropriate, further training using the Staff Development Review framework.
To ensure that management structures and practices support a culture of effective team working, continuous improvement and innovations.
To contribute as an effective member of the Trust Senior Nursing and Midwifery Team.
To deputise for the Deputy Director of Nursing as required.
To take responsibility for his/her own performance and take action to address identified personal development areas.
To contribute to the Trust’s corporate planning, policy and decision-making processes as a member of the Senior Nursing and Midwifery Team.
To develop and maintain effective working relationships with Divisional Nurses, Co-Directors, Directors, Senior Clinicians and Service Managers colleagues to ensure the coordinated achievement of Trust objectives and the effective functioning of the Senior Management Team.
To contribute to the Trust’s overall corporate governance processes to ensure its compliance with public sector values and codes of conduct, operations and accountability.
To lead by example in practising the highest standards of conduct in accordance with the NMC Code and Code of Conduct for HSC Managers.
Work collaboratively with the Central Nursing and Patient Client Support Services departments within the Nursing and User Experience Directorate.


General Management Responsibilities:

To ensure that the review of performance for all levels within their area of responsibility in accordance with the Trust Board’s policy.
To maintain good staff relationships and morale amongst the staff reporting to him/her, through effective feedback, recognition, appraisal and development.
Where appropriate, to review the organisational plan and establishment levels and ensure that each is consistent with achieving objectives and recommend change where appropriate.
To delegate appropriate responsibility and authority to the level of staff within his/her control consistent with effective decision-making whilst retaining responsibility and accountability for results.
To participate as required in the selection and appointment of staff reporting to him/her in accordance with procedures laid down by the Trust.
To take such action as may be necessary in disciplinary matters in accordance with procedures laid down by the Trust.
To promote the Trust’s policies on ‘equality of opportunity’, and the promotion of ‘good relations’ through his/her own actions, and ensure that these policies are adhered to by staff for whom he/she has responsibility.

General Responsibilities:

Employees of the Trust are required to promote and support the mission and vision of the service for which they are responsible and:

At all times provide a caring service and to treat those with whom they come into contact in a courteous and respectful manner.
Demonstrate their commitment by their regular attendance and the efficient completion of all tasks allocated to them.
Comply with the Trust’s Smoke Free Policy.
Carry out their duties and responsibilities in compliance with the Health and Safety Policies and Statutory Regulations.
Adhere to Equality and Good Relations duties throughout the course of their employment.
Ensure the on-going confidence of the public in service provision.
Maintain high standards of personal accountability.
Comply with the HPSS Code of Conduct.

Information Governance

All employees of Belfast Health & Social Care Trust are legally responsible for all records held, created or used as part of their business within the Belfast Health and Social Care Trust, including patient/client, corporate and administrative records whether paper based or electronic and also including e-mails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004, the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. Employees are required to be conversant and to comply with the Belfast Health and Social Care Trust policies on Information Governance including for example the ICT Security Policy, Data Protection Policy and Records Management Policy and to seek advice if in doubt.

For further information on how we use your personal data within HR, please refer to the Privacy Notice available on the HUB or Your HR

Environmental Cleaning Strategy

The Trust’s Environmental Cleaning Strategy recognizes the key principle that “Cleanliness matters is everyone’s responsibility, not just the cleaners”. Whilst there are staff employed who are responsible for cleaning services, all Trust staff have a responsibility to ensure a clean, comfortable, safe environment for patients, clients, residents, visitors, staff and members of the general public.

Infection Prevention and Control

The Belfast Trust is committed to reducing Healthcare Associated Infections (HCAIs) and all staff have a part to play in making this happen. Staff must comply with all policies in relation to Infection Prevention and Control and with on-going reduction strategies. Standard Infection Prevention and Control Precautions must be used at all times to ensure the safety of patients and staff. This includes:

Cleaning hands either with soap and water or a hand sanitiser at the appropriate times (WHO ‘5 moments’);
Using the correct ‘7 step’ hand hygiene technique;
Being ‘bare below the elbows’ when in a clinical environment;
Following Trust policies and the Regional Infection Control Manual (found on intranet);
Wearing the correct Personal Protective Equipment (PPE);
Ensuring correct handling and disposal of waste (including sharps) and laundry;
Ensuring all medical devices (equipment) are decontaminated appropriately i.e. cleaned, disinfected and/or sterilised;
Ensuring compliance with High Impact Interventions.

Values

The Belfast Trust aims to recruit staff not only with the right skills but also with the right values to ensure the delivery of excellent patient care and experience. Staff will be expected to be committed to provide safe, effective, and compassionate and person centred care by:

Treating Everyone with Dignity and Respect
Displaying Openness and Trust
Being Accountable
Being Leading Edge
Maximising Learning and Development

By embedding the above values we will make a significant contribution to the delivery of the Trust’s Vision

Personal Public Involvement

Staff members are expected to involve patients, clients, carers and the wider community where relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust’s on-going commitment to Personal Public Involvement (PPI).

Please use the link below to access the PPI standards leaflet for further information.

http://www.publichealth.hscni.net/sites/default/files/PPI_leaflet.pdf

Clause: This job description is not meant to be definitive and may be amended to meet the changing needs of the Belfast Health and Social Care Trust.

PERSONNEL SPECIFICATION

POST: Senior Manager Patient Experience

BAND: 8B


Notes to applicants:
You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria.
Shortlisting will be carried out on the basis of the essential criteria set out below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined below at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria.
Proof of qualifications and/or professional registration will be required if an offer of employment is made – if you are unable to provide this, the offer may be withdrawn.

ESSENTIAL CRITERIA


The following are ESSENTIAL criteria which will initially be measured at shortlisting stage although may also be further explored during the interview/selection stage.
You should therefore make it clear on your application form whether or not you meet these criteria. Failure to do so may result in you not being shortlisted. The stage in the process when the criteria will be measured is stated below.

Factor
Criteria
Method of Assessment

Experience
Qualifications
Registration
Have a University degree or relevant professional qualification AND worked for at least 3 years in a senior nursing or professional management role, at 8A or above, in a major complex organisation*
Registered with the Nursing and Midwifery Council, live on the NMC register.
Be able to demonstrate delivery against performance management programmes for a minimum of 3 years meeting a full range of key targets and making significant** improvements.
Have worked with a diverse range of stakeholders both internal and external to the organisation to achieve successful outcomes for a minimum of 3 years
Be able to demonstrate evidence of post registration study and continuing professional development.
Be able to demonstrate high level people management, governance and organisational skills over a period of 3 years
Shortlisting by Application Form


Other (e.g. Driving etc.)

Hold a current full driving licence valid in the UK, with access to a car.
‘Where disability prohibits driving, this criteria will be waived if the applicant is able to organise suitable alternative arrangements’
Shortlisting by Application Form

Knowledge
Skills
Abilities
Experience of financial management and budgetary control in a complex organisation
Proven conceptual and analytical skills.
Ability to use influence to develop and improve services
Good communication skills (written, oral, presentational and interpersonal) with the ability to communicate effectively with all levels of staff both internally and externally to the Trust.
Ability to work as team member.
Ability to provide strategic direction and leadership.
Ability to understand, convey and present highly complex, sensitive and/or contentious information to large groups, responding openly to questions to ensure full understanding and engagement.
Ability to multi-task and continue to function to a high standard when under pressure.
Determination, drive to succeed, perseverance, and resilience
IT literacy (proficient in MS Teams, Word, Excel, PowerPoint, etc.)
Interview

The following additional clarification is provided:
*Major complex organisation is defined as one with at least 200 staff or an annual budget of at least £50 million and involving having to meet a wide range of objectives requiring a high degree of co-ordination with a range of stakeholders;
**Significant is defined as contributing directly to key corporate objectives of the organisation concerned.

NOTE:

Where educational/professional qualifications form part of the criteria you will be required, if shortlisted for interview, to produce original certificates and one photocopy of same issued by the appropriate authority. Only those certificates relevant to the shortlisting criteria should be produced. If educational certificates are not available an original letter and photocopy of same detailing examination results from your school or college will be accepted as an alternative.

If successful you will be required to produce documentary evidence that you are legally entitled to live and work in the United Kingdom. This documentation can be a P45, Payslip, National Insurance Card or a Birth Certificate confirming birth in the United Kingdom or the Republic of Ireland. Failure to produce evidence will result in a non-appointment.

Where a post involves working in regulated activity with vulnerable groups, post holders will be required to register with the Independent Safeguarding Authority.

Healthcare Leadership Competencies

Candidates who are shortlisted for interview will need to demonstrate at interview that they have the required competencies to be effective in this demanding leadership role.

The competencies concerned are set out in the NHS Healthcare Leadership Model, details of which can be found at:

http://www.leadershipacademy.nhs.uk/resources/healthcare-leadership-model.

Particular attention will be given to the following:
Inspiring shared purpose
Leading with care
Evaluating information
Connecting our service
Sharing the vision
Engaging the team
Holding to account
Developing capability
Influencing for results


HSC Values

Whilst employees will be expected to portray all the values, particular attention is drawn to the following values for this role