Patient Experience Lead

We arelooking for an experienced and compassionate individualto join ourdedicated Patient Experience and Quality Governance Teamat Haxby Group.You will work under the direction of the Associate Director of Governance andhave strong working relationships with the General Managers, Deputy GeneralManagers and Local Medical Directors across each of our city locations.

You willplay a pivotal role in strengthening the voice of patients and families,helping the organisation to understand where quality care and patientsatisfaction has been delivered well, where care has fallen short, and ensuringfeedback contributes directly to continuous improvement in the quality andsafety of our services.

Interviewsfor the post will be held face to face on 11 February in York

Main duties of the job

As the PatientExperience Lead, you will be responsible for day-to-day coordination ofHaxby Groups complaints process, additionally coordinating compliments andpatient feedback, supported by a team of Patient Experience TeamAdministrators. In this highly visible and rewarding position, you will helpfoster a culture of fairness, openness, learning, and continuous improvement,where patient feedback is valued as a vital part of delivering excellent care.

You willact as a central point of expertise, coordinating and undertakinginvestigations, supporting staff in resolving concerns locally where possible,producing quality written responses and reports, and ensuring formal complaintsare handled in accordance with Regulations and Haxby Group Policy.

This is akey role in ensuring that every patient, family member, and carer who raises aconcern is listened to, treated with respect, and receives a fair and timelyresponse. You will work closely with clinical and operational teams to ensurethat responses are thorough, balanced, and compassionate and that lessonsfrom complaints and patient feedback are clearly identified, shared, and usedto drive improvement across the organisation.

We wouldlove to hear from someone who has excellent people skills and enjoys a 'handson approach' to working with patients and staff. Someone who is empathetic,organised in approach, and manages sensitive and complex issues with well developed communicationskills.

About us

Haxby Groupis a high-quality, community-based healthcare organisation, with generalpractice at its heart. We deliver exceptional care from across York,Scarborough, and Hull, serving more than 95,000 patients. Haxby Group has beenrated outstanding by the Care Quality Commission (CQC) in York and Hull. andgood in Scarborough.

We arededicated to improving the health of the communities we serve and have aninnovative approach to ensuring we provide outstanding care. We are activelyinvolved in research projects with the aim of improving patient care, and ourdigital-first ethos has contributed to reducing waiting times for access toservices.

Our large and diverse team of Doctors, Nursesand Advanced Practitioners have decades of expertise, providing a range of carein a safe, friendly environment, with support from highly experienced HealthCare Assistants, Clinical Pharmacists, and other non-GP clinicians. Supportingthe patients and our clinical team are the large front of house and back-officeteams ranging from Patient Services, Care Navigators, Clinical AdministrationSupport and more.

Job responsibilities

Job Summary:

The Quality (Governance) Team is responsible and accountable for continually improving the quality of our services and safeguarding high standards of care by creating an environment in which excellence in patient experience and outcomes can flourish and thrive.

The Quality Team provide assurance of high-quality care to the Board and support clinical and non-clinical services to achieve that assurance by leading a culture of excellence to enable the delivery of safe, high-quality care to patients that is evidenced by good outcomes and patient feedback, listening to the people's voice to continuously learn and improve.

The role of the Patient Experience Lead is a key role that will support Haxby Groups continued drive to provide high quality, safe services by being a proactive learning organisation.

The postholder will monitor, investigate and respond to patient complaints and monitor patient compliments and feedback in collaboration with the local Management and Clinical Teams. The role will operate across York, Hull and Scarborough practices, and will be supported by a Patient Experience Team Administrator based in each of our three places and who cover the other locations when colleagues are absent.

The post holder will provide support to the General Management Team, Associate Director of Governance and Director of Clinical Governance in relation to local and wider system learning from complaints.

You mustwork at all timeswithin your own competence and use your own judgement,knowledgeand common sense in your day-to-day activities.

This role will ensure that:

- The voice of the patient (and relatives/carers) is heard and responded to appropriately, proportionately and with compassion and respect, providing an identifiable, accessible service to assist patients, relatives and carers with queries, compliments, concerns and complaints.

- The organisation engages effectively with patients, their families and carers, thus gaining a better understanding and insight into issues and complaints raised.

- Support, guide and advise colleagues how to navigate the complaints process with empathy and understanding.

- Manage the day-to-day complaints handling process supported by the Patient Experience Team Administrators under the post holders direct Line Management.

- All complaints are managed in line with the requirements set down nationally through the Local Authority Services and NHS Complaints (England) Regulations.

- All complaints are handled in accordance with the Parliamentary and Health Service Ombudsman NHS Complaint Standards, and Haxby Group Values, Policies and Standard operating procedures.

- Maintain a live tracker of all cases and ensure complaints recording is contemporaneous and accurate, supported by the Patient Experience Team Administrators.

- Maintain the highest standards in investigating and responding to patient concerns and complaints, ensuring opportunities are identified to resolve issues to the satisfaction of the complainant / patient at the earliest opportunity.

- Use skills of empathy, influence, mediation and negotiation to help achieve the most appropriate resolution to a complaint.

- Provide expert advice during all aspects of complaint investigations and throughout the complaint handling process, providing training and support to all staff involved in the process.

- Ensure a robust process is in place to identify and elevate issues from contacts received that require immediate action, e.g. safeguarding issues, professional conduct and significant quality or safety concerns.

- Close monitoring of complaints and patient feedback data including undertaking detailed analysis of themes and learning through regular reports.

- Providing support for the practice complaints meetings and engaging in other quality governance meetings as required.

- Support clinicians, managers and staff across the organisation in processes to learn from patient complaints, compliments and feedback, ensuring accurate identification of issues from contacts with patients, relatives and carers to help drive service improvement.

Person Specification

- Ability to work autonomously within the scope of the role.

- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment.

- Ability to work effectively as part of a team, to network and build relationships.

- Excellent communication skills and confidence in writing complex letters and reports.

- Ability to identify opportunities to improve service delivery, including through audit.

- Negotiation and conflict resolution skills.

- Proven problem solving and analytical skills.

- Ability to motivate and train colleagues.

- Reflect and critically appraise own performance and continual professional development.

- Reliable, flexible, motivated and enthusiastic.

- Effective time management.

Knowledge/ Qualifications/ Skills

- Highly effective communication skills, including experience of communicating with patients in highly contentious situations.

- Experience of managing or involvement in complaint processes

- Experience of conducting complaint or patient safety investigations.

- Digitally literate.

- Management and Leadership qualification or at least one years experience in a management or leadership role working in an environment governed by legislation on quality standards.

- Leadership skills with an ability to contribute to and maintain operational delivery in own practice and in collaboration with relevant teams.

- Experience of successfully developing and implementing quality improvement projects / change management.

- Understanding of information governance requirements and implementing data protection legislation.

- Experience working in Primary Care (especially General Practice).

- Developing collaborative working relationships across different teams and sites.

Other

- Current UK/EU driving licence and access to car to enable travel to all sites.

Physical Requirements

- Able to undertake the requirements of the post.

- Excellent attendance record.

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.

£15.69 to £19.86 an hourDependent on skills and experience.

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