Head of Patient Experience

at  Calderdale and Huddersfield NHS Foundation Trust

We are seeking an innovative and compassionate leader to join our Quality and Safety Team. The Head of Patient Experience will provide expert professional leadership, supporting all clinical teams throughout the organisation in delivering the highest possible standard of patient care which is delivered safely and effectively to ensure a positive patient experience. They will have a key liaison role with the Trust, Patients, families’ carers and Patient Safety Partners and volunteers as key participants ensuring that the patient voice from all communities is heard, especially those with health inequalities.

The post holder will serve as a subject matter expert for patient experience and involvement and formal and informal complaints resolution, to ensure that the trust is continually improving the experience of those who use our services, their carers and families.

• Lead on the development and delivery of a patient experience and involvement strategy to continually assess and improve the patient, their family and carer experience across CHFT.
• Provide senior leadership for PALS & Complaints, Patient Feedback processes and Engagement for Experiences of Care and Health Inequalities.
• Play a key role in influencing behavioural and cultural development and change across the organisation to support the embedding of the Trust’s vision, and the One Culture of Care ethos within its services and within its relationships with People who access our services, carers, volunteers, Trust members and the wider public.
• Work across organisational boundaries at multiple levels to ensure that support for patients/carers is developed in a coordinated, interagency context.
• Lead on identification of patient experience performance measures and service-related performance improvement strategies.
• To develop and maintain strong links with clinical teams with the aim of strengthening the learning and improvements possible through the review and interpretation of feedback from all sources, ensuring that patient and carers feedback is at the centre of our work.

We employ more than 6,500 staff who deliver compassionate care from our two main hospitals, Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, health centres and in patients’ homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children’s and young people’s services; end of life care and outpatient and diagnostic imaging services.
We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.
We continue to modernise and invest in our health services to build on our strong reputation. Foundation trusts are public leaders in improving quality in health services. They are part of the NHS – yet decisions about what they do and how they do it are driven by independent boards. Boards listen to their Council of Governors and respond to the needs of their members – patients, staff and the local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in the changes to the local community needs, in striving to be the best, and in putting their patients first.
See attached Job description for detailed information.
To support and contribute to the Trust’s various committees and groups to address risk management issues including development of, preparation of, and presentation of high- quality reports both internally and for external audiences.
To lead and manage an annual plan for the incident team.
To ensure high quality data on incident reporting and duty of candour for monthly Board level performance information.
Support directorates and departments in designing and implementing a process of regular risk management / safety culture audits and assessments.
The post holder will lead on the Trust approach to learning and improving from incidents and near misses aligned with the agreed Patient Safety Incident Response Plan (PSIRP), ensuring timely completion of response and engagement and oversight from divisional teams

Please refer the Job description for details