Patient Experience Lead - #145557

Job Description

Patient Experience Lead | Private Healthcare Governance | Havant, Hampshire | Full Time | Permanent | Band 5 Equivalent salary -dependent on experience

Spire Portsmouth Hospital has an unmissable opportunity for a Patient Experience Lead. The successful candidate will lead and drive improvement to the patient experience utilising all information and resources available. This a varied role where you will be working across all clinical areas of the hospital and working collaboratively with numerous internal and group-level stakeholders. This is an opportunity to progress your career within the healthcare environment.

Spire Portsmouth Hospital offers world-class care within beautiful surroundings and is part of one of the UK’s most respected private hospital groups. With a full multidisciplinary medical team, you can get fast access to expert healthcare, from consultations and diagnosis to personalised treatments and as much aftercare as you clinically need.

Duties And Responsibilities

• Lead and drive improvements to the patient experience utilising all information available within Spire. Monitor any changes made and ensure initiatives are trialled, reviewed and embedded
• Demonstrate excellent communication and interpersonal skills with ability to influence change. Must also be able to interrogate data and turn into meaningful actions to deliver positive change
• Ensure that there is a focus on the delivery of person centre approach to the resolution of complaints, concerns and enquiries from patients and carers, promoting patient involvement and using all patient and carer/ family feedback to improve practice, processes and experience
• Be proactive in dealing with issues without instruction as appropriate, be a self-starter and be able to chair and inspire the patient experience committee
• Hospital’s complaints coordinator - coordinate complaints in conjunction with the Head of Governance, Quality and Risk, Hospital Director and Director of Clinical Services providing high quality responses that answer all aspects of a complaint and ensure that opportunities to learn and improve from complaints are delivered and embedded into the organisation. Use Datix to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire corporate policy. Record keeping via tools available e.g. Datix action tracking system
• Lead the complaints process when being interviewed by the CQC or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy
• Be familiar with CQC regulations, to work with the governance team to maintain good outcomes for CQC inspections and develop plans to be Outstanding
• Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc.
  
  

Who We're Looking For

• Self-starter with experience of dealing with patients and other stakeholders
• Demonstrable experience in healthcare
• Knowledge of healthcare processes
• Keen interest in Hospital development and service improvement
• Ability to build relationships with Stakeholders
• Ability to manage conflict and negotiate outcomes
• IT literate and a competent user of MS Office suite
  
  

Benefits

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Employer and employee contributory pension with flexible retirement options
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Private medical insurance
• Life assurance
• Health Assessment
• Employee Assistance Programme
• Sharesave
• Free DBS
• Free Car park
  
  

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

• Driving clinical excellence
• Doing the right thing
• Caring is our passion
• Keeping it simple
• Delivering on our promises
• Succeeding and celebrating together
  
  

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

We commit to our employee’s well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

For us, it's more than just treating patients; it's about looking after people.

Closing date: If we have received sufficient applications, this date may be brought forward so please submit your application as soon as possible.