NHS 111 Patient Experience Facilitator Lead

Purpose of the Role The NHS 111 Patient Experience Facilitator Lead will be responsible for the line management of the Patient Experience Team. The Patient Experience Lead will oversee the completion of audits and investigations arising from complaints, incidents and Health Care Professional Feedback (HCPF) relating to the DHU 111 service and link with clinical governance team to ensure audit and investigation is completed in a timely and accurate manner. This role plays an important part in the delivery of a safe, effective and high-quality service, through timely audit and feedback, training and development of managers in using the Datix system and promotes best practice and shares learning from themes and trends identified. A commitment to quality service and excellence in all that DHU Health Care undertakes are integral to the role and the development of the service. The post holder will participate in promoting and advancing DHU Health Care. Values, behaviors and principles The post
holder is expected to lead by example in terms of role modelling the behaviors associated with our values. We are always: Compassionate we show kindness, consideration and understanding in everything we do and demonstrate our caring nature to our patient, people and communities Accomplished we are available day and night a response, adaptable, professional NHS partner, providing the best advice, care and treatment for every individual Respectful we recognise the value that individual and team difference bring welcoming views, listening, being honest, and learning from others experiences Encouraging we believe everyone matters, so we inspire confidence in other promoting speaking up, fostering career-long learning and development, and supporting improvement ideas Key Areas of Responsibility & Accountability Line management responsibility of the Patient Experience Team, ensuring that one to one meetings and appraisals are completed in a timely manner. Participate in the development of own
and teams personal development plans. Work effectively with the Head of Clinical Development & Quality to establish, maintain and improve Continuous Quality Improvements To be the first contact for disciplinary and grievance issues raised within the Patient Experience Facilitator team. Responsible for the maintenance of the Datix Manual to support the NHS 111 management teams with the Datix process. Deliver Datix training for NHS 111 teams when required, promoting call audit as a supportive intervention that focuses on learning, development, and improvement in individual and organisational practice. Demonstrate expert knowledge of the NHS Pathways call audit toolkits and ensure competencies are applied to all calls via the detailed competency document or quick guide. Demonstrate a comprehensive knowledge of the DHU processes and procedures as set out in the NHS 111 Call Centre Operating Manual Oversight of audits raised through the clinical governance framework through the
correct process and within the required timescales. Participate in the clinical governance and quality improvement requirements of the DHU 111 Service Responsible for consistency of clear and concise documentation in call audit tools and call summary documentation for the team Identify and escalate performance themes from audit that assist with the development of targeted training to aid improvement of the quality of triage and advisor efficiency and productivity. Escalate audit concerns relating to patient safety to a Head of Clinical Development & Quality in a pro-active and timely manner. Organise and prioritise effectively own work schedule to ensure operational excellence with minimum supervision. In liaison with the CQI Team promote excellence in audit by participating in regular levelling sessions to ensure own on-going expertise and ability to apply a fair and equitable audit process. Ensure a pro-active, professional, timely communication link is
maintained with the clinical governance team and NHS 111 Management team. Maintain own expert call taking practice contributing weekly to the delivery of safe, accurate and efficient calls. Escalate any identified risks and opportunities to the service via organisational policy and appropriate channels. Maintain strict confidentiality in relation to all issues concerned within the service and adhere to DHU policy ensuring staff are aware of their obligations under the Freedom of Information Act, Information Governance and the Data Protection Act. Any other reasonable duties as required from time to time.