Head of Patient Experience

We approved a new 3 year Patient & Carer Experience Strategy in June 2023 and have delivered well within the first (nearly) 12 months since that time. We have a vibrant level of engagement across the Trust, which we are continuously seeking to enhance,. This includes the fabulous team of patient and carer partners who work with us and our wider network of neatly 500 volunteers.

This is a key leadership post to turn the vision into reality, with strong strategic and engagement skills across a large and complex acute trust an absolute necessity., The post holder is responsible for strategic and operational management for a portfolio reporting to the Director of Quality Governance, as follows;

Patient and Carer experience

Public Involvement including Healthwatch.

Insights into patient access and inclusion

Patient Experience Team (concerns and complaints)

Voluntary services

Spiritual, Pastoral and Religious Care Arts Programme

Translation and Interpreting Services

Expert advice and delivery support for the NBT/UHBW Single Managed Services Programme (Comms & Engagement Workstream)

Key components across this portfolio include:

Developing and implementing robust strategies and procedures to establish and maintain quality standards in all aspects of patient experience.

Leading the development of the Patient & Carer Experience Strategy and the associated delivery plan to ensure that the views of patients, carers, members of the public, and external stakeholders inform future service delivery.

Establishing effective relationships and networks with external stakeholders to support collaborative working and to create a shared understanding of the organisation's quality agenda, in relation to patient experience, ensuring these requirements are understood by both Divisional and corporate teams.

Working closely with the Communications Team to promote dissemination of learning from service user and stakeholder feedback both internally and externally.

We have a positive, proactive and innovative approach to the work we undertake across all of the Patient & Carer Experience teams.

This reflects our passion to support clinical teams across the trust in their understanding and insight into patient and carer experience and to help address challenges when they arise, as well as the continuously positive feedback that we receive across various channels.

Our ambition is high and this is a fundamental leadership role that needs to drive this agenda forward in line with those values and with the ability to network effectively with UHBW Foundation Trust as we develop the new acute Group model across Bristol & Weston as well as the wider ICB.