Proposed interview date - Tuesday 27/05
The Head of Patient Experience is a pivotal leadership role within OUH and the Corporate Nursing Directorate. The post holder is responsible for driving excellence in person centred care and satisfaction. This position involves strategic oversight of patient feedback mechanisms, quality improvement initiatives, and the implementation of innovative practices to enhance the overall patient experience. The role requires the post holder to communicate with patients, families and staff and to engage with key local, regional and national stakeholders to inform development and implementation of the OUH patient experience strategy.
Provide expert guidance and leadership to ensure patient-centred care across the Trust.
Formulate and execute the Patient Experience Strategy, aligning with the Trusts strategic goals and objectives.
Analyse and utilise patient feedback to drive improvements and innovations in service and care delivery.
Work closely with clinical and operational teams to embed best practices in person centred care.
Oversee performance metrics related to patient experience, ensuring timely and high-quality responses to patient concerns and complaints.
Leverage digital technologies to enhance communication and patient experience, involvement and engagement.
Drive learning, change, and innovation from patient feedback, using complaints data, patient advice and liaison feedback, online feedback, and social media feeds.
Ensure the delivery of high-quality reports on patient experience to Trust boards and committees and develop comprehensive and clear reports that provide assurance on patient experience metrics and initiatives.
Present findings and recommendations to Trust boards and committees, facilitating informed decision-making.
Regularly review and refine reporting processes to maintain high standards and relevance to current best practice in improving and maintaining the experience of our patient.
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
Main Tasks and Responsibilities
Operational
- To provide vision and direction to the teams. This includes responsibility for line management, including staff recruitment, appraisals and disciplinary and grievance matters.
- To create an inclusive working environment where diversity is valued.
- To be able to represent the Trust in patient experience discussions with stakeholders and at system level.
- To be able to write and present Board level papers.
- To oversee the production of agendas and papers
- To have oversight of patient experience information on Trust internet/intranet sites.
- Develop and deliver training programs to enhance staff understanding and implementation of patient experience and person-centred care. Foster a culture of continuous improvement and patient-centeredness among staff.
- Support staff in addressing patient experience issues and implementing improvements.
Strategic leadership
- Develop and implement the Trust’s Patient Experience Strategy.
- Align patient experience initiatives with the overall goals and objectives of the organisation.
- Lead the development of policies and procedures to enhance patient experience.
- To provide creative and visible leadership for the patient experience agenda across the organisation.
- To be accountable for developing and driving the Trust’s patient experience strategy.
- To provide expertise to the Trust regarding best practice methodologies, regulatory requirements and national policy imperatives in relation to patient experience.
- To provide a stable and coherent platform to develop and strengthen the patient experience agenda and focus across the Trust, ensuring that good clinical governance is embedded.
- To develop business plans and provide expert strategic and policy advice.
- To advise the Trust on changes to national policy and how they should be interpreted and implemented within the organisation
- To formulate and plan Trust-wide programmes of activity in support of the patient experience portfolio.
Communication
- Prepare and present high-quality reports on patient experience to Trust boards and committees.
- Provide assurance on patient experience metrics and initiatives.
- Regularly review and refine reporting processes to maintain high standards.
- To act as ambassador for the organisation across the healthcare system
- To develop constructive and productive relationships with key external stakeholders, employing highly effective communication, negotiation and influencing skills, working in an environment of differing and sometimes contentious views.
- To model a collaborative and influencing style of working, negotiating with others to achieve the best outcomes.
- To exercise tact and diplomacy, dealing with senior members of the Trust (including members of the Trust Board and the Council of Governors), patients, members of the public, and line reports – frequently in challenging situations.
- To exercise highly developed communication skills to be able to articulate complex and sensitive information, tailored to the target audience, overcoming any potential barriers to understanding of the concepts and implications to both the organisation and individuals
Quality
- To lead the annual process of determining the Trust’s quality objectives for patient experience, ensuring appropriate consultation with Trust staff, partner organisations, Foundation Trust members and the public.
- Oversee and manage the collection, analysis, and utilisation of patient feedback from various sources (e.g., surveys, complaints, PALS).
- Ensure timely and effective responses to patient concerns and complaints.
- Use patient feedback to drive continuous improvement in service delivery.
- Lead quality improvement projects focused on enhancing patient experience.
- Collaborate with clinical and operational teams to implement best practices in patient care.
- Monitor and evaluate the impact of patient experience initiatives.
PATIENT EXPERIENCE AND INVOLVEMENT:
- To act as a champion for patients and their interests.
- To hold an overall lead responsibility for how the Trust gathers, responds to and learns from patient feedback; the methods the Trust employs to consult with and involve people in important decisions about the provision of services; and the ways in which this information is made available to the Board and to the public.
- To promote and encourage the principles of co-design and co-production within the Trust.
- To line manage, guide and advise the Trust’s Patient Experience and Involvement Manager.
- To ensure that there is active participation and measurable outcomes from the Trust’s Patient Experience Forum
- To represent the Trust at national patient experience forums (e.g. NHSI/E) as required
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