Patient Experience Lead

at  Spire Healthcare

PATIENT EXPERIENCE LEAD | SOUTHEND | BAND 5 EQUIVALENT | FULL TIME |

Spire Wellesley Hospital has an exciting opportunity for a Patient Experience Lead. This is a full-time role working 37.5 hours per week, Monday – Friday, possibly an occasional Saturday.
Spire Wellesley offers comprehensive private hospital services in a comfortable and relaxed environment to patients from across Essex. We believe it’s our people that really set us apart, from the very best medical professionals, to our attentive and highly experienced support staff.
The Wellesley has 3 Theatres (2 laminar flow) and an endoscopy unit, a 33 bedded Surgical Ward covering a wide variety of specialties including Orthopaedics, Bariatrics, General Surgery, Vascular, Plastics, Gynae, Ophthalmology, Spinal, Urology and ENT. We have had a recent Theatre refurbishment to further upgrade our theatre environment and bringing cutting edge technology to our hospital.

• To lead and drive improvements to the patient experience utilising all information available within Spire. Monitor any changes made and ensure initiatives are trailed, reviewed, and embedded.
• The post holder must demonstrate excellent communication and interpersonal skills with ability to influence change. Must also be able to interrogate data and turn into meaningful actions to deliver positive change.
• The post holder needs to be proactive in dealing with issues without instruction as appropriate, be a self- starter and be able to chair and inspire the patient experience committee.
• Hospital’s complaints coordinator - coordinate complaints in conjunction with the Hospital Director and Director of Clinical Services providing high quality responses that answer all aspects of a complaint and ensure that opportunities to learn and improve from complaints are delivered and embedded into the organisation. Use Datix to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire corporate policy. Record keeping via tools available e.g. Datix action tracking system.
• As part of the role the post holder will be expected to lead the complaints process when being interviewed by the CQC or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy.
• Be familiar with CQC regulations and understand and develop plans to be Outstanding.
• Be familiar with and adhere to ISCAS Code of Practice in Complaints Management.
• Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc..
• Ensure that results from patient satisfaction surveys are discussed at the Clinical Governance Committee to ensure triangulation with clinical effectiveness information.
• To ensure lessons and trends from patient complaints are reviewed, discussed, analysed and acted upon.
• Positive patient feedback to be visible throughout the hospital and social media and comments to be shared with staff and consultants when mentioned.
• Act upon opportunities to enhance and improve patient pathways throughout the whole hospital. Use tools such as process mapping software to support learning and staff inductions.
• Collaborative working with HoDs to ensure actions agreed through complaints, patient satisfaction survey and any relevant committees are delivered within required timescales.
• Working with the Governance Manager to ensure Safety and Flash Alerts are distributed to the appropriate groups and ensuring returns are sent to Head Office as applicable.
• Attendance at daily safety huddle reviewing and discussing relevant matters
• Attend and contribute to Clinical Audit & Effectiveness Committee and Clinical Governance Committee
• Triangulate incidents, complaints and risk and work collaboratively with the Governance Manager to monitor outcomes and examine opportunities to make improvements.
• Point of contact for group surveys and the Insights team.
• Local survey controller with oversight of all local surveys and results, ensuring that patients are not over surveyed.
• Working with the Governance Manager - Tracker management of all PSIRs and actions.
• Contribute to the quarterly governance report coordinated with Governance Manager and IP Lead.
• Collate monthly clinical dashboard with Governance Manager and disseminate
• Carry out any duties, delegated by the Hospital Director or Director of Clinical Services which reasonably fall within the general nature and level of the responsibilities of the post.