Senior Officer - Quality - Patient Experience

at  NHS Devon Integrated Care Board

The post holder will be part of a team who manage informal and formal complaints received by NHS Devon. They will line manage and develop a small team, providing guidance and support. Throughout the role the post holder will need to be confident at speaking with and writing to patients, families and/or their advocates to provide guidance, support and assurance relating to various NHS subject areas. The role will also include report writing and understanding learning from concerns and complaints both within NHS Devon and the wider local NHS system. There will be times where patients, families and/or their advocates will wish to meet in person, the post holder must be confident in organising and holding a resolution meeting.

• Managing informal concerns and formal complaints over the telephone, by email, in writing or in person.
• Follow NHS Devon informal concerns and formal complaints policy and in line with the local authority social service and national health service complaints (England) regulations 2009.
• Build relationships with internal colleagues, local NHS providers and system providers to resolve informal concerns and formal complaints.
• Working with the clients to understand their needs and agreeing a plan for resolution.
• Create a platform for learning from complaints and ensuring actions plans are put in place.
• Line management within the team to include following HR policies, holding regular one2one’s and development discussion.
• Be involved in Patient Experience projects and where required lead with these, creating plans, deadlines and delivering a successful outcome.
• Maintain policies, procedures and standard operating procedures.
• Maintain internal training documents and material, to include delivering small training sessions.
• Be a point of contact for both internal and external colleagues relating to patient experience subjects.
• Attending internal and system meetings, which will include both informal and formal meetings.
• Develop, create and maintain various patient experience reporting.

NHS Devon Integrated Care System
As an Integrated Care System (ICS), we recognise now more than ever that we can only provide the care that people really need by working together. Together for Devon therefore represents a partnership where health and care services work together with local communities to improve peoples health, wellbeing and care. It aims to transform health and care services so they are clinically, socially and financially sustainable.
Our vision is simple: equal chances for everyone in Devon to lead long, happy and healthy lives. To achieve this, we have set out six ambitions for the next five years that will help us transform services including: Effective and efficient care, embedding the Integrated Care Model, the Devon deal (a citizen-led approach to health and care), Children and young people, Digital Devon and ensuring Equality.
About NHS Devon
As part of the Devon ICS, NHS Devon Integrated Care Board is responsible for the majority of county’s NHS budget, and develops a plan to improve peoples health, deliver high-quality care and better value for money. The organisation is led by a diverse board, with an aim to improve peoples lives in Devon wherever they live, to reduce health inequalities and make sure we can deliver these services for the long term.
For more information, visit our ICS website www.icsdevon.co.uk and our NHS Devon website www.devon.icb.nhs.uk.
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The Chief Nursing Officer’s directorate will deliver expertise in clinical optimisation, transformation and improvement to improve the quality of care in Devon. Through a multidisciplinary approach, the directorate will offer clinical leadership, competence and experience in healthcare, professional practice and statutory compliance.
This post sits under the Quality function and will report to the Senior Specialist – Patient Experience & Complaints.

The post holder will support the Patient Experience function and the wider team to ensure work is planned and managed effectively, taking a lead in assisting in the successful delivery of the directorate workplans and supporting the patient experience agenda.

• Provide high quality project, service, initiative and administrative support including information and analysis.
• Will undertake reporting and analysis of information to support delivery.
• Will be a key member of the team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve, inform and support a portfolio of projects, services, and initiatives.
• There will be a requirement to work in a matrix and flexible way across multiple areas/teams to support business needs. The objectives of the role will be regularly reviewed to align to organisational priorities.

Where the post is a temporary position there may be a possibility of the post becoming permanent.
All posts can be considered as development opportunities if applicants do not meet the essential criteria at the time of appointment but would be able to meet this in a reasonable time frame.
Vacancies may close early if a high volume of applications are received.
Please refer to the attached job description and person specification for full details of the role requirements.
Please note that the job description is subject to consultation and job evaluation as part of our ongoing organisational change process and therefore some of the details may change

• Managing informal concerns and formal complaints over the telephone, by email, in writing or in person.
• Follow NHS Devon informal concerns and formal complaints policy and in line with the local authority social service and national health service complaints (England) regulations 2009.
• Build relationships with internal colleagues, local NHS providers and system providers to resolve informal concerns and formal complaints.
• Working with the clients to understand their needs and agreeing a plan for resolution.
• Create a platform for learning from complaints and ensuring actions plans are put in place.
• Line management within the team to include following HR policies, holding regular one2one’s and development discussion.
• Be involved in Patient Experience projects and where required lead with these, creating plans, deadlines and delivering a successful outcome.
• Maintain policies, procedures and standard operating procedures.
• Maintain internal training documents and material, to include delivering small training sessions.
• Be a point of contact for both internal and external colleagues relating to patient experience subjects.
• Attending internal and system meetings, which will include both informal and formal meetings.
• Develop, create and maintain various patient experience reporting