People's Experience Lead

Powys Teaching Health Board; Wales; On-site; GBP 46,000 - 54,000

Job description

Job Summary

Are you an experienced health professional with a passion for excellent patient experience? Do you strive for the delivery of care that enables people to have the best outcomes and experiences? Do you have a focus on Quality and Safety?

At Powys Teaching Health Board, we have a fantastic, brand new opportunity for an experienced registered health professional. As the People's Experience Lead, you will have an opportunity to influence and drive the People's Experience Framework within the Health Board and elevate the patient's story to enable Health Board learning and quality improvements. Your role will be key within the Corporate Nursing Team to ensure that the Health Board complies with the People's Experience Framework.

In partnership with colleagues across all service areas, you will support the Quality and Safety Team priorities with leading on people's experience in the Health Board.

Main duties of the job

The People's Experience Lead's key responsibility is to ensure that the patient experience is of the highest quality, inspiring patient and public confidence. The post holder will do this through visible and inclusive clinical leadership and engagement with patients and families, front line staff and the senior management teams across the Health Board.

The post holder will have overall operational and professional responsibility for the Bereavement Lead, making highly autonomous decisions to ensure the delivery of safe and effective services.

Lead on the development, implementation, monitoring and evaluation of the Health Board's People's Experience Framework working closely with the Corporate Senior Management Team and Service leads and teams and report at the PTHB People's Experience Steering Group.

Deputise for the Head of Quality and Safety at key education meetings addressing any actions within agreed timescales (or escalated) and feedback key points to the Head of Quality and Safety.

About Us

Being the smallest Heath Board in Wales means that you won't get lost in the crowd. Everybody at Powys Teaching Health Board is valued for the contribution they make to our varied and diverse portfolio of community-based services. Together, we can continue to make a real difference to our patients and build on our unrivalled reputation.

As a supportive and progressive employer, we actively encourage you to carve out a career with us, through a range of development pathways. We're also lucky enough to be situated in one of the most beautiful rural counties in Britain, let alone Wales! Achieving a healthy 'life work' balance is essential, and something we recognise by prioritising your well-being.

Date posted

26 March 2025

Pay scheme

Agenda for change

Band

Band 7

Salary

£46,840 to £53,602 a year Per annum

Contract

Permanent

Working pattern

Full-time

Reference number

070-NMR043-0325

Job locations

To be confirmed on recruitment

Job Description

Job responsibilities

1. Lead the Peoples Experience Framework across the organisation, ensuring there is an accurate self-assessment matrix of the organisations current Peoples Experience position.
2. Produce high level reports and presentations that will inform patient experience forums and the Integrated Quality Report for Executive Committee and Patient Experience, Quality and Safety and high-level reports on the Health Boards Peoples Experience position and report to Welsh Government.
3. Attend national meetings on Peoples Experience, representing the Health Board and reporting back to cascade up to date information to staff.
4. Promote a culture of participation, openness and accountability across the Health Board, listening to any staff concerns providing assurances and bringing them to the attention of the Head of Service and Senior Management Team.
5. Work a proportion of clinical duties to provide expert clinical advice pertaining to the Patient Experience and Development agenda.
6. Work across the Health Board to actively engage local communities to gather feedback and support service improvement and patient experience.
7. Monitor and improve educational standards and user experience, ensuring professional challenge occurring as necessary.
8. Identify and take remedial or appropriate action where Quality and Safety is compromised.
9. Report adverse and untoward clinical events to heads of services and the Senior Management Team.
10. Participate in the development and maintenance of patient information that encompasses the diverse population of healthcare provision, to enable choices to be made.
11. Review quality of care against national tools and inform department of changes required.
12. Assist in the development, implementation and audit of patient safety initiatives and highlight areas to Head of Service where improvements and feedback can make a difference.
13. Develop and encourage a culture of continuous quality and service improvement to enable change and deliver better services.
14. Ensure systems are in place to implement and evaluate the improving service user experience strategy.
15. Analyse highly complex clinical and non-clinical information and alert the Heads of Services of any rising trends and hotspots where relevant, suggesting viable options for reduction and/or correction.
16. Always exercise professional integrity and sound decision-making when dealing with incidents and challenging colleagues regarding the quality of services provided.
17. Be actively involved and provide leadership in the review and development of all Quality and Safety frameworks, training, audit and policies.

Person Specification

Qualifications

Essential

• Educated to master's degree level or equivalent skills, knowledge and experience
• In depth knowledge of staff management, performance management
• Specialist knowledge and understanding of patient experience
• Active registration with NMC/HCPC professional body
• Clear understanding of the concept and working arrangements of diverse clinical areas, including those within Primary and Secondary care
• Clear understanding and working knowledge of the concept of Quality Governance, Quality Improvement and all modes of learning for patient experience
• Clear understanding and working knowledge of relevant literature, research and legislation relating to quality and safety of patient care
• Evidence of recent CPD

Desirable

• Understanding of the national position on patient/People's Experience Framework
• Root Cause Analysis experience
• Experience in developing Health Board wide policies

Experience

Essential

• Understanding of implementing "Putting Things Right" Regulations
• Understanding of patient safety and risk in the context of patient experience
• Management of a Risk Management system such as Datix
• Experience of working collaboratively with patients/service/stakeholders to improve quality of service by co-design
• Clinical background with experience working at a management/senior clinical level within the NHS

Skills and Attributes

Essential

• Experience of operating across a wide range of complex primary/secondary and/or community settings
• Experience of working as part of a multi-professional team
• Experience of developing and implementing Governance frameworks to support service delivery and service change
• Experience regarding people management, managing change and managing complaints/concerns
• Experience of budgetary/financial management/accountability
• Experience in improving patient experience and gaining feedback on service delivery
• Experience in leading and managing change and service improvement
• Experience of supervision, teaching and coaching of staff and students
• Ability to present to large groups
• Good negotiation skills
• Evidence of high standard of organisational, communication and interpersonal skills
• Produce reports for submission to Senior Management
• Analytical ability and evaluation skills
• Develop and maintain constructive relationships with all professional disciplines
• Analyse complex clinical issues/problems, identify necessary action and make recommendations and follow these through caring, responsive, objective and unbiased when responding and providing feedback to families and staff following an incident
• High personal standards of performance and professionalism skills
• Lead with warmth and compassion when obtaining patient stories and experiences
• Ability to travel within geographical area
• Able to work hours flexibly
• Experience of seeking supervision and peer support. This will be an emotionally challenging role that will require the post holder to have robust coping and self-care mechanisms

Desirable

• Ability to speak Welsh

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website.

Employer details

Employer name

Powys Teaching Health Board

Address

To be confirmed on recruitment

Employer's website

https://pthb.nhs.wales/working-for-us/