Band 7 Patient Engagement Lead

Location: Croydon

Job Type: Temporary 

Duration of booking: Expected to last 6 months with possible extension

Proposed start date: ASAP

Pay Rates: £26.16 PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm 

Sector: Healthcare 

Based: Office / Hospital 

Main duties of the job

Strategic Responsibilities:

• Support the Head of Patient Experience and Engagement in the development of the Patient Engagement Programme of Work/Plan in meeting national policy, compliance sector (CQC) requirements, and best practice across the trust
• Support the Head of Patient Experience and Engagement to promote a culture of patient engagement awareness amongst staff across the trust
• Organise patient engagement campaigns
• Work in collaboration with Patient Experience Lead, CQI Team, and Communication department to raise the profile of patient engagement initiatives in trust quality and governance processes
• Guide and support improvement project plans and progress by providing expertise on engagement approaches.
• Support the Head of Patient Experience and Engagement in the development and delivery of trust-wide Patient Engagement training and development programme which provides staff with the techniques, skills, and knowledge to engage with people who use our services, their families, and carers support a co-designed approach to healthcare experience
• Represent the trust to external audiences and stakeholders whilst influencing wider national, regional, and local NHS policies, initiatives, and developments.
• Establish links and excellent working relationships with external agencies, partners, organisations, and groups that aid the patient engagement agenda.

Operational Responsibilities:

• Management and implementation of the Patient Engagement Programme of Work/Plan with day to day management of patient engagement activities. 
• Ensure that Patient Engagement Team strategies, policies and processes are reviewed and updated on a regular basis to ensure they reflect changes and improvements in the national patient engagement agenda, relevant legislation and guidance
• Act as a role model for working with people who use our services, their families, carers and others as well as staff to create an atmosphere of transparency, openness and candour, leading and chairing relevant groups/meetings as required.
• Responsible for undertaking immediate action, on behalf of the Trust to address patient engagement concerns. This may involve being disturbed from other work on a regular basis. It may also involve exposure to staff, their line managers and services who may be concerned about feedback
• Represent the Trust and liaise as necessary with other NHS bodies, local authorities and government departments on matters relating to patient engagement
• Escalate concerns regarding patient engagement, safety and quality of care, and outcomes from feedback surveys/Friends & Family Test, which identify potential issues for professional competencies and/or conduct.
• Use highly developed analytic skills for both qualitative and quantitative data received to deliver accurate monthly, quarterly and annual reports of Patient Engagement for the Trust’s Board, Sub Committee or Group
• Ensure that the Trust Board, Governors, senior managers and clinical directors and service managers engage with services users about the quality and safety of their service, including interpretation of National and Local data sets, the numbers and types of incidents and the recommendations for learning as a result of investigation, including developing ad-hoc reports as required.

Feedback Mechanisms

• Ensure there are effective day to day systems and processes for the management of engagement mechanisms such as Your Care Matters to ensure they are regularly monitored and responded to within a timely manner.
• Support the Head of Patient Experience and Engagement to ensure the effective collection of data through the Friends and Family Test (FFT), ensuring proper ownership of outcomes by the clinical directorates as well as facilitation of the trust FFT software programme Civica including analysing data held and reporting out on concerning trends and areas for improvement via reports and escalation
• Ensuring the timely completion and closure of action plans including the submission of evidence where required as a result of outcomes from engagement mechanisms.

Learning, Quality and Continuous Improvement: 

• Work with directorate teams and leads to implement action plans and improvements.
• To project manage and deliver key projects as identified by the Head of Patient Experience and Engagement and co-ordinate rolling programmes of quality, patient engagement and review of information based on local directorate and trust priorities.
• Ensure that lessons identified from engagement mechanisms are shared within the organisation to ensure that agreed actions can be followed up and implemented
• Undertake audit activity to ensure that quality standards relating to patient engagement are maintained and enhanced.