About this role
Job summary
The Patient Experience Manager is responsible for supporting the Patient Experience and Voluntary Services team to ensure that patients, their relatives, carers and members of the public are given every opportunity to engage with our services and provide feedback about their experience and that the Trust learns and improves as a result of those experiences.
The Patient Experience Manager in conjunction with the Head of Patient Experience will lead on a range of initiatives to ensure that we involve our community and in particular seldom heard groups, enabling them to feedback effectively and support staff to translate their results from FFT, complaints and national surveys into meaningful practical actions to generate improvements.
Main duties of the job Lead on patient experience feedback, including delivery of the Friends and Family Test (FFT) and development of surveys via the IQVIA portal.Manage contracts and relationships with FFT and national survey providers on behalf of the Head of Patient Experience.Analyse national survey data, producing reports, identifying key issues, and driving improvement actions.Produce regular reports (monthly, quarterly, annual) highlighting insights, learning, and actions.Support report writing and ensure timely feedback is shared with services.Engage patients, carers, and seldom-heard groups to gather meaningful feedback through a range of methods.Provide leadership to the Patient Experience and Voluntary Services Team.Continuously improve feedback systems to ensure data is effective and actionable.Coordinate the Patient Experience Group, including agenda setting and minuting.Lead and support improvement projects based on feedback, ensuring co-design with patients.Manage the Patient Experience inbox, ensuring timely and professional responses.Support clinical teams to meet targets through training, advice, and hands-on support where needed.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description Job responsibilities
The Patient Experience Manager is responsible for supporting the Patient Experience and Voluntary Services team to ensure that patients, their relatives, carers and members of the public are given every opportunity to engage with our services and provide feedback about their experience and that the Trust learns and improves as a result of those experiences.
The Patient Experience Manager in conjunction with the Head of Patient Experience will lead on a range of initiatives to ensure that we involve our community and in particular seldom heard groups, enabling them to feedback effectively and support staff to translate their results from FFT, complaints and national surveys into meaningful practical actions to generate improvements.
Supporting all patient experience feedback particularly the roll out of the Friends and Family Test (FFT) and develop new surveys using our FFT portal IQVIA.
Overseeing the contract and relationship with the Friends and Family Test & National survey programme providers on behalf of the Head of Patient Experience.
Ensuring there is analysis of all national surveys including the development of reports and bespoke action plans, identifying problematic areas and negotiating improvements.
Produce regular (monthly, quarterly, annual) reports which highlight patient experience information, learning and actions to improve.
Assist in the writing of reports and feeding back to services about the information received.
Actively engage members of the public in using electronic, and paper surveys and learning from their experiences, particularly seldom heard groups.
Providing leadership and management to the Patient Experience and Voluntary Services Team.
Person Specification
Education / Qualifications Essential
Graduate level qualifications in relevant degree, or equivalent qualification/knowledge or experience relevant to the role. Evidence of continuing professional development. Understanding of patient experience QI methodologies such as co-design and national reporting requirements (FFT, National Survey Programme, Surveys Evidence of continuing professional development. Understanding of patient experience QI methodologies such as co-design and national reporting requirements (FFT, National Survey Programme, Surveys
Desirable
Coaching qualification Prince 2, or equivalent, project management qualification.
Skills & Abilities Essential
Experience of managing and leading a team Experience of contract management Previous experience of supporting projects within an NHS or Healthcare setting. Experience of presenting/writing information, presentations, reports, and new opportunities to senior managers and/or clinicians and a range of audiences, both verbally and written.
Desirable
Experience of using project management framework. Experience of writing business cases Experience of managing and leading meetings
Knowledge & Experience Essential
Knowledge of using quantitative and qualitative information to look for trends and outliers, providing evidence-based judgements. Quantitative and Qualitative analysis and data - able to review indicators, data sets, trends over time and variation, and shows an understanding of the value of qualitative information and its difference to quantitative data and analysis.
Desirable
Understanding and awareness of Duty of Candour, PSIRF/Data Protection Act. Knowledge of service improvement methodologies and approaches. Knowledge of benchmarking tools within the NHS in relation to patient experience.
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 submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details Employer name Whittington Hospital NHS Trust
Address Whittington Hospital
Magdala Avenue
London
N19 5NF
United Kingdom
Employer's website https://www.whittington.nhs.uk/ (Opens in a new tab)