Quality and Customer Engagement Manager inColchester inColchester PUBLISHED MON 2 DEC 2024

We have an exciting opportunity for a motivated people person to join our friendly and dynamic team. We have created a new role to lead on all aspects of customer engagement and involvement across our Organisation, ensuring that real improvements in service quality, safety and customer experienceare achieved. The role also encompasses being a key member of the Quality and Safety Team supporting oversight, and management of all aspects of quality and safety across health and social care services.

The post holder will need to have a professional clinical qualification which must be either a Registered Nursed on the NMC Register or Registered Allied Health Professional on the HCPC Register and must have significant experience of working in a quality and safety or customer engagement and involvement role in a complex health or social care Organisation.

The post holder will provide senior specialist leadership, advice and expertise, on all aspects of customer engagement, involvement and quality across the Organisation.

The post holder will work proactively to design and implement engagement and involvement strategies to enable the lived experience co-production and involvement to drive real improvements in service quality, safety and customer experience.

The post holder will be responsible for all aspects of complaint handling, ensuring that complaints are investigated and responded to within agreed timescales ensuring learning is embedded.

Develop systems and processes to report on and improve the lived experience of people with protected characteristics and co-ordinate the completion of the annual EDS2 return demonstrating how we are working to improve service user experience within services.

Support the oversight, management and improvement of all aspects of quality and safety across the Organisation

Analyse and interpret complex quality information, both quantitative and qualitative and lead, on the production of reports, projects and initiatives as required to deliver the outcomes expected of the role.

About us

Be a key member of the Quality and Safety Team and contribute to the overall management and oversight of quality and safety across the Organisation and achievement of the overarching organisational corporate objectives and CQC requirements.

Lead on all aspects of customer engagement and involvement across the Organisation

Support the Organisation in developing and delivering an innovative and inclusive strategy for People Experience

Develop systems and processes to support service managers to collect and review customer feedback so that quality improvements can be made.

Be the lead for delivery of the annual EDS2 plan related to customer experience and any other national or local Patient experience initiatives.

Provide expertise and support to the Organisation in the completion of Equality Impact Assessments

Maintain oversight of and be responsible for the delivery of the Friends and Family test as required nationally and locally, including responsibility for increasing uptake within the service, ensuring it is accurate and feedback given is fed back to services in a timely manner and acted on, analysing themes and trends and reporting on these, proactively working to improve the process for the people who use our services, the public and staff

supporting and maintaining oversight of all locally developed patient satisfaction surveys, ensuring all surveys are appropriately delivered and that analysis is conducted and improvement actions taken as a result.

Ensure appropriate processes are in place to support the prompt recording, investigation and resolution of complaints.

Lead and co-ordinate the handling of all complaints to achieve timely and effective resolution, ensuring investigations and response letters are completed promptly without unnecessary delay.

Maintain oversight of all complaint responses, quality checking them to ensure they have answered all the concerns raised and an apology has been provided where appropriate along with an explanation of the action being taken to resolve the concerns.

Monitor themes and trends triangulating information from all sources of patient feedback and other information related to quality and safety to identify areas for improvement, reporting on outcomes to the Board, Quality and Safety Committee and other forums and ensuring the services receive appropriate feedback to enable quality improvements to be made

Produce Board reports, strategies, policy documents and business plans as required and to be able to present these confidently to large groups and delegations.

Work with the marketing and communications teams to ensure there is clear signposting on our websites, in our letters and displayed in service delivery areas on how to make an enquiry, provide feedback or raise a complaint

Develop processes for capturing service user stories using video clips and short briefings to share with service and the Board to capture good and poor experiences of care delivery so that awareness and learning can be achieved.

Ensure polices to support good customer engagement in line with best practice and statutory and legal requirements are developed and kept up to date

To investigate and analyse clinical and other incidents, review research and national guidelines to improve practice and make judgements where practice may differ from accepted best practice.

Lead on the production and development of the Annual Quality Account in line with national requirements, ensuring contributions from relevant experts to ensure the report is accurate and fully reflects the quality standards achieved.

Participate regularly in corporate audits related to all aspects of Quality and Compliance, including CQC Fundamental Standards