Band 8a Patient Relations Quality and Performance Manager

Job summary

An exciting opportunity has arisen for an experienced quality and performance manager to join the UHB Patient Relations Team which delivers Complaints and PALS service across the organisation.

We are looking for organised, enthusiastic individuals who are self-motivated but also enjoy working in a team. In addition to project management skills they will need to be able to deliver change, lead through influence and rethink established practice. The role requires proven experience of managing projects to successful conclusion. With its specialist focus on data quality, this post will play a central role in improving our ability to use feedback data for service improvement.

The post holder will lead the development of the Patient Relations data quality and assurance framework, working with colleagues to ensure well designed, achievable objectives which will be translated into a programme of quality improvement activities. Although previous experience in analytical roles would be beneficial, we are looking for a candidate who is not only data literate, but also has experience in managing projects, and is able to engage stakeholders, translating complex data into clear insight for a wide variety of audiences. The post holder will be required to interpret and present their analyses in a clear, confident and succinct manner. The post holder will have opportunities for personal and professional development.

Main duties, tasks & skills required

• Lead the development of the Patient Relations data quality and assurance framework, ensuring this meets the standards and objectives the Trust is committed to.
• Produce reporting to provide assurance of ongoing Patient Relations data quality and improvement work across operational and project delivery. This involves meeting essential reporting submission deadlines.
• Provide expertise in the approach taken to data quality improvement with the principle aim of using Complaints and PALS feedback to improve.
• Design and deliver data quality improvement activities which support key Trust and service objectives.
• To be responsible for the K041a and other external data and information submissions to meet compliance/regulatory requirements.
• Provide project management skills and knowledge to data quality improvement work.
• Drive the development of a culture of data quality and support the growth of a data led approach in the design and delivery of Patient Relations Services.
• Developing and delivering staff training.
• Developing and implement departmental audits.
• Responsibility for the management of the Patient Relations Administrators and admin operational performance.
• Deputy to the Head of Patient Relations.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;
Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

Job description

*Please Note*: For a detailed job description for this vacancy, please see attached Job Description*

Person specification

Qualifications

Essential

Educated to degree level with good standard of English and Maths.

Educated to Masters level with substantial experience of delivering an excellent Patient Relations service or in a quality and performance role.

Evidence of Continued Professional Development.

Experience

Essential

Significant senior service management experience in an NHS or healthcare environment.

Experience of managing a team.

Experience of working with patients and families in a customer services role, including handling complex issues and behaviours.

Experience of developing and implementing systems/procedures.

Experience of collating, analysing, interpreting and reporting complex qualitative and quantitative data.

Experience of producing and delivering training.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.