Deputy Experience Manager

This role deputises for the Experience Manager, providing line management to two staff members and support and guidance to the whole team. This role ensures the Trust is compliant with its nationally mandated targets such as the Friends and Family Test and local Key Performance Indicators. The role also identifies and supports people with a lived experience to share their stories at the monthly Board meetings. The ability to support complainants who may be distressed or angry is essential. Day to day support for the operational procedures involved in ensuring survey data is uploaded to the software platform and that the complaints function is responding in a timely way.,

• Supporting operational services in making best use of Having Your Say and Friends and Family Test questionnaires plus ad hoc experience surveys
• Support delivery of accessible PALS to assist service users, carers and staff and the public.
• Support the delivery of responsive complaints service. Assisting and guiding staff as well as supporting service users and carers.
• Working closely with PALS and complaints to enable learning from complaints and compliments received.
• Work with the Experience Manager to plan the annual CQC National Community Mental Health survey, liaising with external providers and reporting results.
• Developing other systems for learning from service users and carers in co-operation with all stakeholders and commissioners
• Ensuring the Trust is compliant with the Friends and Family Test and reporting monthly outcomes to NHS England and the Performance Team
• Contributing to the improvement of services Trust-wide in response to service user and carer feedback
• Ensuring that systems are in place to learn from all Trust service users, including seldom heard groups
• Ensuring Trust systems for learning from service users and carers continue to reflect their priorities
• Engaging effectively with frontline staff and their managers to make the best possible use of information gathered
• Support the team in advising staff on best practice with ad hoc surveys, creating surveys on the online survey database and assisting with reporting results.
• Working alongside practice governance staff and others to ensure the Trust continues to develop its ways of measuring and improving quality
• Providing line management/supervision to the Experience Administrator, Experience Co-ordinator and PALS and Complaints Co-ordinators.
• Source and support service users and carers who are willing to share their stories at monthly Board meetings, including annual evaluation of the programme and reporting outcomes to the Board.
• Working in partnership with other individuals and organisations to keep abreast of advancements in approaches to service experience intelligence
• Supporting the day to day operation of the electronic survey system procured by the Trust for service experience data reporting.
• Leading and supporting teams with CQI projects relating to improving feedback and improving the experience for service users and carers., The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
  
  The successful candidate will have excellent administrative skills and have empathy for people with mental health challenges. The role deputises for the Experience Manager and currently provides line management to two members of the Experience Team.
The Experience Team support services to gather feedback from service users and carers about their experience of care. This feedback is used to understand what works well and what needs to change and informs future improvement work. The team is responsible for the PALS and Complaints function of the organisation and this role helps to ensure that concerns are dealt with in a timely way and responses are of a good quality., Training staff in all aspects of the experience processes is part of the role and the successful candidate must be confident to deliver this to large groups. Proficient in the use of Excel to extract data and produce reports. Skilled in using the Trust's systems such as Datix, Paris and IQVIA. Good written English skills are essential to this role to ensure a high quality of complaint response letters.,
• Specialist knowledge of subject area acquired through degree level or equivalent experience
• Significant experience and knowledge in supporting people and their carers to give feedback about their care.
Desirable criteria
• Quality Improvement training., Demonstrate an understanding of patient experience (including complaints) and national guidelines.
• Line management experience
Desirable criteria
• Project management, Excellent writing skills, accuracy and eye for detail including experience of proof reading.
• The ability to produce written reports, documentation and other materials for a range of audiences.
• Ability to deal with challenging situations and difficult conversations
• Ability to develop and adapt to new ways of working.
Desirable criteria
• The ability to present information to large groups, e.g. staff, service user/carer forums and external stakeholders., Ability to analyse large amounts of data in an accurate and timely way.
• The ability to review and develop patient surveys, questionnaires and reports drawing upon statistical and analytical skills.
Desirable criteria
• Ability to interpret national processes and trends and develop responses., You must have appropriate UK professional registration.
  
  Hertfordshire Partnership University NHS Foundation Trust are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from the Care Quality Commission.
Our family of over 4,000 members of staff provide health and social care for people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, Essex and Norfolk, delivering these services within the community and several inpatient settings. Everything is underpinned by choice, independence and equality, with our Trust values embedded throughout, Hertfordshire Partnership University NHS Foundation Trust (HPFT) is rated by the Care Quality Commission as an Outstanding provider of mental health and learning disability services. In 2021, we won the prestigious Health Service Journal award for Mental Health Trust of the Year, with the judges saying they were "blown away" by our people's achievements and that everything they saw "sings and hums". This year, our staff rated us the 4^th best mental health and learning disability trust to work for out of all 52 trusts in the country. Our staff tell us that they are proud to be part of the HPFT team, proud of the standard of care we provide and proud that service users are our top priority. Our people tell us they feel supported though a great development, wellbeing and work-life balance offer and a highly compassionate, values-driven culture. We are equally proud of our staff, who live our values of being welcoming, kind, positive, respectful and professional