Group Head of Patient Experience and Volunteer Services
We recognise that outstanding care can only be delivered through our people. We want to attract people who can help us deliver our vision. We want in return to help people achieve what they wish in their careers in the NHS at ULTH.
We are always keen to welcome highly skilled, committed and compassionate individuals to our hospitals – people who put patients at the heart of everything they do and are ready to help us achieve our vision.
Our values guide everything we do. They are:
- Patient-centred – Putting patients at the heart of everything we do, listening and responding to their needs and wishes.
- Safety – Following ULTH and professional guidelines. Speaking up to make sure patients and staff are safe from harm.
- Excellence – Striving to be the best that we can be. Innovating and learning from others.
- Compassion – Caring for patients and their loved ones in ways we would want for our friends and family.
- Respect – Behaving and using language that demonstrates respect and courtesy to others. Zero tolerance to bullying, inequality, prejudice and discrimination.
If you believe in them too, then you are ready to join the ULTH team.
We’ve taken great pride in building working environments where staff always feel valued, cared for and part of a team. Without doubt this is a challenging yet very rewarding job that is at the centre of health and care in Lincolnshire - making a positive difference to our patients.
Our Trust is situated in the beautiful county of Lincolnshire and is one of the biggest acute hospital trusts in England, serving a population of more than 700,000 people. We provide acute and specialist services to people in Lincolnshire and neighbouring counties.We have an annual income of £710 million (22/23) and we employ nearly 8,600 people.
Our Board have recently agreed a new vision statement – “Outstanding Care Personally Delivered” – stating their ambition for our Trust to be among the best.
We also have a five year Integrated Improvement Plan setting out how we will achieve our strategic objectives, for patients, services, people and partners, the last recognising that our future success depends on our ability to ensure the Lincolnshire healthcare system is successful in achieving its ambition to help people live healthier lives and provide care closer to where people live.
Our latest CQC report increased our ratings for being effective and well-led from ‘Requires Improvement’ to ‘Good’. Our rating for caring remained as ‘Good’.
This is in recognition of the huge amount of work that our amazing staff have done to improve the quality of care for our patients in recent years.
We are committed to helping our staff balance their work and home lives and ensure they feel supported, valued and appreciated.
So, what is in it for you?- Flexible working: Depending on the needs of your role, we will consider requests for flexible and/or part-time working for whatever reason you should need it. We recognise flexible working will not look the same for everyone, because it depends on the nature of the role and the needs of the individual.
Types of flexibility could include:
- Part-time - less than 37.5 hours per week.
- Off-site/remote working - working from home or other sites for part or all the week.
- Compressed hours – usually full-time hours but over fewer days or shifts.
- Staggered hours – having different start and finish times.
- Set shift patterns – to allow for predictability
- NHS Pension: A generous and flexible pension scheme with contributions from us as your employer fully protected against inflation and guaranteed by the government
- Annual Leave: Starting at 27 days a year, rising to 33 days after 10 years plus eight bank holidays (for staff covered by Agenda for Change) For Medical Workforce positions (Consultant and Specialty Doctor), the full-time entitlement commences from 32 days per annum. For all other Medical Workforce positions, the full-time entitlement commences from 27 days per annum.
- Bank working: The chance to work extra hours at enhanced rates and we will pay you weekly too, ideal if your income needs a quick boost.
- Family & Childcare: Including on-site nurseries at Lincoln County Hospital and Pilgrim Hospital Boston, maternity, paternity, adoption & shared parental leave following a set period of employment.
- Health & Wellbeing: including counselling, mental health first aid, physiotherapy, eye tests.
- Learning & Development including Lincolnshire Talent Academy, leadership training, medical education, clinical education, Lincolnshire clinical research
- Financial support and benefits including Cycle2Work, car lease scheme, home electronics. Free on-site parking and free tea and coffee and the ability to save and borrow through your salary.
- Rewards & Recognition including staff awards, long service awards, retirement awards, examples of excellence and staff lottery.
Discover a range of rewarding health and social care careers in a county that’s friendly, fascinating, affordable and brimming with everything you need to live a happy life. Visit beinlincolnshire.com to find out more.
Job overview
THS POST WILL NOT COMMENCE UNTIL MAY 2025
Lincolnshire Community and Hospitals Group are looking to appoint to this key post which will lead and manage the Patient Experience and Voluntary Services Team across ULTH and LCHS .
Ideally the post holder should have extensive experience at working in a similar field with a clear insight and commitment to improving the experience of our patients
The post holder will be responsible for the development and delivery of Group wide strategies related to experience of care; Be Strategic lead for leading from experience ensuring that experience data is used to make tangible improvements in service delivery and quality of care, identifying new and innovative approaches to analysing patient, carer, and operational data and information.Lead in achieving key performance targets in line with national and local agreements (e.g. FFT and patient surveys)
Lead and further develop our volunteer services
Main duties of the job
To lead and manage the Patient experience and Voluntary services team
Responsible for the development and delivery of group-wide strategies related to the experience of care and services.
Strategic lead for learning from experience; ensuring that experience data is used to make tangible improvements in service delivery and quality of care, identifying new and innovative approaches to analysing patient, carer, and operational data and information.Lead in achieving key performance targets in line with national and local agreements (e.g. FFT and patient surveys)
Provide highly visible clinical leadership that facilitates operational services to understand their own quality and develop skills to recognise and respond to quality issues.
Lead upon the improving carer experience, including developing a group-wide strategy and work plan to deliver improvements to support unpaid carers to access care and services
Source of expert advice and policy development to ensure that patient involvement is understood and delivered consistently throughout the organisation, including championing best practice in co-production, involvement, and participation.
Develop a group wide Voluntary Service strategy ensuring that Volunteers are given the opportunity to support group wide services to improve the delivery of patient can and improve patient experience
Working for our organisation
Lincoln Hospital is a thriving university city and with the opening of the medical school, it provides all major specialties and a 24-hour major accident and emergency service.
United Lincolnshire Hospitals NHS Trust has been granted teaching hospital status, after demonstrating evidence to significant teaching commitment. From now on it will be known as United Lincolnshire Teaching Hospitals NHS Trust.
Pilgrim Hospital is situated in beautiful countryside and serves the communities in the South Lincolnshire area. It provides all major specialties and a 24-hour major accident and emergency service.
Grantham and District Hospital serves the communities of Grantham and the local area. It provides ambulatory paediatric and accident and emergency services.
Lincolnshire Community Health Services NHS Trust (LCHS) and United Lincolnshire Hospitals NHS Trust (ULHT) have come together in a Group arrangement, with the goal of improving the care provided to patients across the county.
This will not constitute a formal merger of the two organisations, but will bring the Trusts together under a single Board and Executive Leadership Team, with the goal of improving the care that is provided to patients both in the community and in hospitals across Lincolnshire.Both Trusts will retain their separate statutory names and legal obligations.
The Group will be known as Lincolnshire Community and Hospitals NHS Group (LCHG).
Detailed job description and main responsibilities
Lead and manage the Patient experience and Voluntary services team
Responsible for the development and delivery of group-wide strategies related to the experience of care and services.
Strategic lead for learning from experience; ensuring that experience data is used to make tangible improvements in service delivery and quality of care, identifying new and innovative approaches to analysing patient, carer, and operational data and information.Lead in achieving key performance targets in line with national and local agreements (e.g. FFT and patient surveys)
Provide highly visible clinical leadership that facilitates operational services to understand their own quality and develop skills to recognise and respond to quality issues.
Lead upon the improving carer experience, including developing a group-wide strategy and work plan to deliver improvements to support unpaid carers to access care and services
Source of expert advice and policy development to ensure that patient involvement is understood and delivered consistently throughout the organisation, including championing best practice in co-production, involvement, and participation.
Develop a group wide Voluntary Service strategy ensuring that Volunteers are given the opportunity to support group wide services to improve the delivery of patient can and improve patient experience
Person specification
Qualifications
Essential criteria- Educated to Postgraduate (Masters) or significant equivalent experience.
- Current RN, registration with NMC and any other relevant post registration qualifications.
- Evidence of continuing professional development.
- Teaching qualification /experience and mentorship course.
Previous Experience
Essential criteria- Proven experience at senior nurse/midwifery level (Band 8a or above) in an acute setting with highly developed and detailed knowledge and experience of the current quality agenda
- Current health policy and its impact on the management and development of acute and community health services
- Experience of working within a patient experience field
- Experience of managing a large team of staff
- Extensive senior management experience within the NHS
- Proven successful track record in supporting and sustaining transformational change within a complex organisation,
- Translating business strategy into operational delivery
- managing operating budgets and delivering financial surplus
- Leading performance managing teams and individuals
Evidence of Particular Knowledge, skills and Aptitudes
Essential criteria- Knowledge and understanding of the Patient Experience agenda across the NHS and NHS patient agenda
- Ability to quickly establish effective working relationships and develop strong team working.
- Well-developed interpersonal and facilitation skills, with ability to gain and maintain credibility with senior clinicians.
- Highly effective presentation skills and the ability to present well-reasoned and structured argument orally and in writing.
- Highly developed analytical skills. Proficiency in the use of ICT applications to support efficient work activity, including the analysis, interpretation and presentation of complex data.
- Ability to manage priorities to meet specific deadlines.
- Ability to hold direct and non-direct reports to account.
- Able to interpret local or national guidance/policies.
- Ability to evidence/demonstrate key values and behaviours in line with the Trust framework:
- Detailed knowledge of Clinical Quality and Safety methodologies.
- Detailed knowledge of Clinical and Corporate Governance frameworks, legislation and best practice.
- Highly developed leadership skills.
- Detailed knowledge and understanding of clinical and corporate governance and risk management systems and processes.
Specific Requirements
Essential criteria- Tenacity: demonstrates high levels of self-belief, drive, enthusiasm and stamina to achieve goals and see things through.
- Ability to motivate, inspire and provide innovative solutions
- Ability to achieve consistently good results in an inclusive and collaborative manner.
- Ability to work effectively in a complex and changing environment.
- Ability to work under pressure to demanding timetables.
- Understands the need to deliver short-term priorities and achieve long term goals (sense of balance).
- High degree of political awareness.
- Displays innovative and lateral thinking.
- Prepared to work flexibly.
- High degree of self-awareness.
- Ability to maintain confidence, at all times.
- High levels of personal integrity and loyalty.
- Intellectual flexibility that enables the reasoned assessment of a situation and the ability to draw pragmatic conclusions.
We will continue to promote equality and challenge discrimination in all service provision, recognising and meeting the needs of the diverse communities we serve. We will strive to provide an environment in which people want to work and to be a model employer leading in good employment practice.
We are a People Promise exemplar site, for more information on the NHS People Promise - NHS England » Our NHS People Promise
As a responsible employer ULTH would encourage staff wishing to join the Trust to take up the COVID vaccination as this continues to remain the best line of defence against COVID19
Please note that we do not accept CVs.
Due to the high volume of applications we receive, ULTH reserves the right to close this advert prior to the closing date.
No DBS fees to pay: Successful candidates will have DBS applications applied for & paid by ULTH where applicable. There is no requirement to reimburse ULTH for this cost.
We welcome applications from the UK Armed Forces Community. On the application form please tick “Member of the Armed Forces Community” if the below applies to you.
You are:
- A Service Leaver
- A Veteran
- A Military Reserve
- A Cadet Force Adult Volunteer
- Partner/Spouse of those Serving NB: partners/spouses are only eligible whilst their partner is serving in the Armed Forces