Head of Experience

This is an exciting new role at Alder Hey demonstrating the Trust's commitment to ensuring our children, young people and families have the very best experience possible. The Head of Experience will have strategic and management responsibility for the ongoing development and implementation of the Trust's Vision 2030 strategy in relation to the experience of children, young people and families., The postholder will be responsible for the implementation of, and oversee the efficient running of, the new Family Hub, a service which aims to provide a timely resolution to any issues experienced by families, working directly with the Charity and charitable partners. They will have overall managerial responsibility for the Patient Experience team, the Spiritual Care Team, the Play Team, and Arts for Health. The post holder will ensure wide and meaningful engagement and involvement of children, young people and their families in collaboration with the Youth Engagement Leads, Forums, and Patient Safety Partners., Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience.
Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments.
Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement.
Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service.
Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider
Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards.
Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance. Accountable for related Trust board report, improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals
Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman.
Ensure the provision and availability of high quality efficient interpreting and translation services. Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.
We reserve the right to close vacancies without notice when we have received a sufficient number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.
Please ensure you check the email account from which you apply regularly as we will contact you using this regarding your application. All candidates will be notified via email whether or not they have been shortlisted.
Alder Hey Children's NHS Foundation Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. We are committed to creating a well-managed, flexible working environment that supports staff and promotes their welfare and development. We actively promote equality and diversity and operate a Zero Tolerance policy to aggression, violence, bullying and harassment.
Please declare within the supporting information if artificial intelligence (AI) has been used in your application.

Alder Hey Children's NHS Foundation Trust is a provider of specialist health care and has a presence in community outreach sites and, in collaboration with other providers, our clinicians help deliver care closer to patients' homes by holding local clinics at locations from Cumbria to Shropshire, in Wales and the Isle of Man. The Trust also provides inpatient care for children with complex mental health needs at our Sunflower House building newly relocated, and opened on the hospital site., As one of Europe's biggest and busiest children's hospitals, at Alder Hey Children's NHS Foundation Trust, we treat everything from common illnesses to highly complex and specialist conditions. In addition to our main hospital site, we offer paediatric services at a number of community sites and hold local clinics across Merseyside, Cumbria, Shropshire, Wales and the Isle of Man. We also provide specialist inpatient care for children with complex mental health needs in our recently relocated and newly opened state of the art facility.
Alder Hey has a thriving research portfolio and leads research into children's medicines, infection, inflammation and oncology. We are becoming recognised as one of the world's leaders in children's healthcare and research. We contribute to public health, lead cutting-edge research and teach the next generation of children's specialists. Alongside this is our Innovation Hub, a dedicated space where clinicians and industries can come together to create new products and technologies.
We know that a children's hospital is different and that our job is more than just treating an illness. To us, every child is an individual. As well as giving them the very best care, we set out to make them feel happy, safe and confident as they play, learn and grow. At Alder Hey we are here to look after a child and their family and that includes mums, dads, brothers and sisters.

We currently have more than 4,000 staff working across our community and hospital sites. We're also a teaching and training hospital providing education and training to around 540 medical and over 500 nursing and allied health professional students each year.
As black and minority ethnic (BME) employees are currently under-represented in this area, we particularly welcome applications from members of our BME communities. All appointments will be made on merit.
You can expect a warm welcome at Alder Hey Childrens NHS Foundation Trust, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At Alder Hey we appreciate our staff and reward them with an outstanding benefits package including:
+ Great flexible working opportunities
+ Lease car scheme and Home Electronics Scheme
+ Generous annual leave and pension scheme
+ Extensive staff health and well-being programmes