Matron -Patient Experience and Engagement inNottingham inNottingham PUBLISHED
MON 14 OCT 2024
In this leadership position, the Matron will also be accountable for training and development within the team, managing Patient Experience and Engagement functions, and collaborating with various stakeholders, including Integrated Care Boards and Healthwatch. The role requires effective oversight of complaint performance, data collation for patient experience metrics, and the implementation of initiatives aimed at integrating patient feedback into service improvements. Furthermore, the Matron will develop partnerships with patients and community groups to ensure that patient-centric care remains a priority and will play a key role in shaping policies that enhance patient engagement and public involvement within the Trust.
You will be part of the leadership team who leads our amazing Patient and Engagement Team and the functions which sit within this team, including survey management, PALS & Complaints, Patient Experience. We are a forward looking team, always striving to improve who would welcome someone with the same outlook.
You will be a Senior Clinical Leader demonstrating a proven track record of managing and developing teams; translating Strategy into action; and have extensive experience working in the NHS.
As one of two Matrons, this role will deputise for the Head of Patient Experience and Engagement in the delivery of the Patient Experience and Engagement Statutory responsibilities, regulatory responsibilities and Strategic Priorities.
Professional Requirements
o Registered Healthcare professional, supported by a master's degree in health related subject
o Corporate responsibility in the development and delivery of Patient Experience and Engagement Strategic Priorities, including a focus on PALS and Complaints
o To support the provision of high quality care through supporting the delivery of the Patient Experience and Engagement Priorities within the NUH Quality Strategy; achieving compliance of Care Quality Commission (CQC) regulations and achieving our legal duty under the Health and Social Care Act 2.
o The post holder is responsible for supporting the corporate nursing contribution to patient experience and patient public involvement function with the aim of maintaining and developing the quality of the delivery of patient experience and patient public involvement functions.
The post holder will work at all sites across Nottingham University Hospitals, NHS Trust.
About us
o Support the Head of Patient Experience and Engagement in planning for the long term strategic vision and leadership in the field of patient experience and patient Experience.
o To deputise for and support the Head of Patient Experience in representing patient experience and engagement at strategic level, representing the Trust and working collaboratively with Integrated Care Boards (ICBs), NHS England, Healthwatch and other stakeholders locally, nationally and internationally.
o To work in a matrix management style and to foster close working relations with other managers within the Trust and wider NHS, Social Care and voluntary organisations.
o To provide leadership in working with and through divisional and corporate directorate teams and patient public involvement and experience leads delivering the Trusts patient experience and engagement strategic priorities to meet local, regional, national and international requirements.
o To be responsible for managing the Patient Experience and Engagement Function; including the management of disciplinary procedures as required, recruitment as necessary and use appraisal and development policy and procedure at ensure that appraisals are undertaken regularly.
o To lead Patient Experience and Engagement Team development and training and the development of a Patient Experience and Engagement training strategy for the Trust.
o To assume responsibility of the Complaint and PALS function, ensuring oversight and monitoring of complaint KPI performance; supporting Divisions to meet performance and quality standards relating to complaints.
o Liaise and provide leadership, advice and support to Divisions, Corporate departments and teams to design, deliver, and monitor their patient public involvement and experience strategies and improvement plans across the Trust and local health care system.
o To assume responsibility for the collation of Patient Experience and engagement data, including Friend and Family Test (FFT); National and Local surveys; and patient experience intelligence and lead on the development of Board level reports,
o To lead on robust monitoring systems to ensure qualitative and quantitative evidence is collected to demonstrate achievement of Patient Experience Standards, including CQC; Parliamentary Health Service Ombudsman (PHSO); Patient Experience Strategic Priorities; and adherence to Patient Experience and Engagement Policies.
o Support development, management and updating of policies and procedures, ensuring the adoption of best practice methodology. Disseminating these methodologies to staff within the Divisions and throughout the organisation and externally.
o To support the conversion of Patient Experience Intelligence into meaningful service and quality improvement.
o Provide leadership within the Trust in anticipating key issues and priorities around regulatory requirements for patient experience and patient public involvement and subsequently acting as a facilitator in managing change and improvement.
o To lead on the Governance Agenda for the Patient Experience and Engagement Function, including risk management.
o Provide expert support and advice to all disciplines of healthcare staff, acting as a role model and demonstrating advanced patient experience and patient public involvement clinical skills and knowledge.
o Act as an expert resource when speaking with patients and relatives, giving advice and support particularly when discussing difficult, distressing and emotional circumstances.
o Lead on a broad range of patient public involvement and experience improvement initiatives, monitoring their implementation and effectiveness.
o Support the analysis and interpretation of national policy and guidance for implementation at Trust level.
o Developing mechanisms to promote patient-centred care.
o Ensure and develop new relationships with patients, public, community groups and stakeholders, promoting an integrated approach. This will include developing partnerships and mechanisms that ensure patients and public views are integral to the development, delivery and monitoring of services and new models of working.
o Support the development and maintenance of patient experience and engagement policies and guidelines in order to improve staff practice and safe patient care.
o Contribute to the evidence base body of knowledge that exists regarding excellence in patient experience and engagement.
Support patient experience and engagement budget setting in order to deliver an appropriate service and have financial accountability for ensuring budgets within patient experience and engagement are maintained within the financial envelope
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