Patient Experience Manager inKilmarnock inKilmarnock PUBLISHED 25 OCT 2024
NHS Scotland rvrQq6u
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As the Patient Experience Manager, you will be responsible for the day-to-day operations of the patient experience team based at NHQ and head up the team.
As an organisation with a clear focus on delivering high quality care for patients, it is important that we continually seek to understand the experiences of patients, carers and their families.To ensure we continue to deliver on this, we are looking to recruit a Patient Experience Manager within the Patient Experience Team at the Scottish Ambulance Service.
Reporting to the Head of Corporate Affairs and Engagement, you will be pivotal in supporting colleagues across the organisation to both capture and understand experiences of the care we provide as a Service and support SAS-wide patient experience improvement programmes.
As the successful candidate, you will have strong communication skills to work with both patients, families and a wide range of important groups both internally and externally. This includes the SAS Clinical Team, Health Boards, other Ambulance Services and importantly, the Scottish Public Services Ombudsman (SPSO).
Your success in this role will rely on your ability to forge strong positive working relationships with colleagues, to influence, or to challenge when necessary. You will be curious in your approach and will continually seek to amplify the patient voice and drive changes in experience of the Scottish Ambulance Service and our staff. You will also require demonstrate sensitivity and empathy when dealing with distressed families or patients. In order to be successful, you will need to have strong management skills and an understanding of data analysis in order to fulfil both elements to the role - operational delivery of a team and promoting improvement initiatives.
Main Duties, Tasks & Skills Required
As the Patient Experience Manager, you will be responsible for the day-to-day operations of the patient experience team based at NHQ and head up the team. You will also take ownership for supporting patient experience improvement work across the organisation. This will involve working with a wide range of professionals.
You will lead on the analysis and interpretation of patient experience data from a variety of sources to identify trends, strengths and opportunities for improvement. This information is regularly provided to the Board, Clinical Governance Committee and Executive team. You will also provide leadership on the expected standards of complaints handling and will be the responsible complaints officer for the organisation. You will work closely with the Head of Corporate Affairs and Engagement to plan and prioritise workloads of your team, which has three individuals made up of two complaints handlers and one manager. You will have direct line management responsibility for one member of staff.
The team is based at NHQ in Edinburgh but the team currently work in a hybrid capacity, with the majority of work undertaken remotely.
If you would like an informal chat or any further information about the role, please can contact the hiring manager Head of Corporate Affairs and Engagement or the current postholder Patient Experience Manager .
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
As an organisation with a clear focus on delivering high quality care for patients, it is important that we continually seek to understand the experiences of patients, carers and their families.
To ensure we continue to deliver on this, we are looking to recruit a Patient Experience Manager within the Patient Experience Team at the Scottish Ambulance Service.
Reporting to the Head of Corporate Affairs and Engagement, you will be pivotal in supporting colleagues across the organisation to both capture and understand experiences of the care we provide as a Service and support SAS-wide patient experience improvement programmes.
As the successful candidate, you will have strong communication skills to work with both patients, families and a wide range of important groups both internally and externally. This includes the SAS Clinical Team, Health Boards, other Ambulance Services and importantly, the Scottish Public Services Ombudsman (SPSO).
Your success in this role will rely on your ability to forge strong positive working relationships with colleagues, to influence, or to challenge when necessary. You will be curious in your approach and will continually seek to amplify the patient voice and drive changes in experience of the Scottish Ambulance Service and our staff. You will also require demonstrate sensitivity and empathy when dealing with distressed families or patients. In order to be successful, you will need to have strong management skills and an understanding of data analysis in order to fulfil both elements to the role - operational delivery of a team and promoting improvement initiatives.
Main Duties, Tasks & Skills Required
As the Patient Experience Manager, you will be responsible for the day-to-day operations of the patient experience team based at NHQ and head up the team. You will also take ownership for supporting patient experience improvement work across the organisation. This will involve working with a wide range of professionals.
You will lead on the analysis and interpretation of patient experience data from a variety of sources to identify trends, strengths and opportunities for improvement. This information is regularly provided to the Board, Clinical Governance Committee and Executive team. You will also provide leadership on the expected standards of complaints handling and will be the responsible complaints officer for the organisation. You will work closely with the Head of Corporate Affairs and Engagement to plan and prioritise workloads of your team, which has three individuals made up of two complaints handlers and one manager. You will have direct line management responsibility for one member of staff.
The team is based at NHQ in Edinburgh but the team currently work in a hybrid capacity, with the majority of work undertaken remotely.
If you would like an informal chat or any further information about the role, please can contact the hiring manager Head of Corporate Affairs and Engagement or the current postholder Patient Experience Manager .
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
To ensure we continue to deliver on this, we are looking to recruit a Patient Experience Manager within the Patient Experience Team at the Scottish Ambulance Service.
Reporting to the Head of Corporate Affairs and Engagement, you will be pivotal in supporting colleagues across the organisation to both capture and understand experiences of the care we provide as a Service and support SAS-wide patient experience improvement programmes.
As the successful candidate, you will have strong communication skills to work with both patients, families and a wide range of important groups both internally and externally. This includes the SAS Clinical Team, Health Boards, other Ambulance Services and importantly, the Scottish Public Services Ombudsman (SPSO).
Your success in this role will rely on your ability to forge strong positive working relationships with colleagues, to influence, or to challenge when necessary. You will be curious in your approach and will continually seek to amplify the patient voice and drive changes in experience of the Scottish Ambulance Service and our staff. You will also require demonstrate sensitivity and empathy when dealing with distressed families or patients. In order to be successful, you will need to have strong management skills and an understanding of data analysis in order to fulfil both elements to the role - operational delivery of a team and promoting improvement initiatives.
Main Duties, Tasks & Skills Required
As the Patient Experience Manager, you will be responsible for the day-to-day operations of the patient experience team based at NHQ and head up the team. You will also take ownership for supporting patient experience improvement work across the organisation. This will involve working with a wide range of professionals.
You will lead on the analysis and interpretation of patient experience data from a variety of sources to identify trends, strengths and opportunities for improvement. This information is regularly provided to the Board, Clinical Governance Committee and Executive team. You will also provide leadership on the expected standards of complaints handling and will be the responsible complaints officer for the organisation. You will work closely with the Head of Corporate Affairs and Engagement to plan and prioritise workloads of your team, which has three individuals made up of two complaints handlers and one manager. You will have direct line management responsibility for one member of staff.
The team is based at NHQ in Edinburgh but the team currently work in a hybrid capacity, with the majority of work undertaken remotely.
If you would like an informal chat or any further information about the role, please can contact the hiring manager Head of Corporate Affairs and Engagement or the current postholder Patient Experience Manager .
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
More information related to this job opportunity, from jobsincare:
Here are 19 questions you could be asked if you apply for this job:
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1. Can you tell us a bit about yourself and what attracted you to this role with NHS Scotland?
2. What do you see as the key responsibilities of the Patient Experience Manager?
3. What experience do you have in managing teams, particularly in a healthcare setting?
4. Can you provide an example of a successful project you have led that improved patient experience? What was your approach?
5. How do you ensure your communication remains effective when working with different stakeholders, such as patients, families, and clinical teams?
6. Could you describe your experience with data analysis, particularly in identifying trends related to patient experience?
7. What methodologies do you use to gather feedback from patients and their families? How do you ensure their voices are heard?
8. How would you go about promoting improvement initiatives based on the patient experience data you analyse?
9. As the responsible complaints officer, how do you approach sensitive conversations with distressed families or patients? Can you provide an example?
10. What strategies do you employ to ensure consistent and fair handling of complaints across the organisation?
11. What is your leadership style, and how do you foster a positive team environment, especially when working in a hybrid capacity?
12. How would you prioritise the workloads of your team to balance both patient experience improvement initiatives and day-to-day operations?
13. Describe a time when you had to influence or challenge a decision made by a colleague or senior management. How did you handle it?
14. What experience do you have working collaboratively with external organisations, such as Health Boards or the Scottish Public Services Ombudsman?
15. How do you ensure that your team’s practices uphold the principles of equality and diversity within the healthcare setting?
16. In your opinion, why is it important to have a diverse workforce in healthcare, particularly in a role that centres around patient experience?
17. What do you envision as the most significant challenges facing patient experience improvement within ambulance services today?
18. How would you align the patient experience programmes with the broader strategic goals of NHS Scotland?
19. Do you have any questions for us about the role, the team, or the organisation?
1. Can you tell us a bit about yourself and what attracted you to this role with NHS Scotland?
2. What do you see as the key responsibilities of the Patient Experience Manager?
3. What experience do you have in managing teams, particularly in a healthcare setting?
4. Can you provide an example of a successful project you have led that improved patient experience? What was your approach?
5. How do you ensure your communication remains effective when working with different stakeholders, such as patients, families, and clinical teams?
6. Could you describe your experience with data analysis, particularly in identifying trends related to patient experience?
7. What methodologies do you use to gather feedback from patients and their families? How do you ensure their voices are heard?
8. How would you go about promoting improvement initiatives based on the patient experience data you analyse?
9. As the responsible complaints officer, how do you approach sensitive conversations with distressed families or patients? Can you provide an example?
10. What strategies do you employ to ensure consistent and fair handling of complaints across the organisation?
11. What is your leadership style, and how do you foster a positive team environment, especially when working in a hybrid capacity?
12. How would you prioritise the workloads of your team to balance both patient experience improvement initiatives and day-to-day operations?
13. Describe a time when you had to influence or challenge a decision made by a colleague or senior management. How did you handle it?
14. What experience do you have working collaboratively with external organisations, such as Health Boards or the Scottish Public Services Ombudsman?
15. How do you ensure that your team’s practices uphold the principles of equality and diversity within the healthcare setting?
16. In your opinion, why is it important to have a diverse workforce in healthcare, particularly in a role that centres around patient experience?
17. What do you envision as the most significant challenges facing patient experience improvement within ambulance services today?
18. How would you align the patient experience programmes with the broader strategic goals of NHS Scotland?
19. Do you have any questions for us about the role, the team, or the organisation?
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