Head of Engagement and Insights

Planning & Organising Manage the Patient Experience, Engagement and Insights Team, including developing and managing the teams annual business plan, progress and dashboard reporting and risk and issue management. Manage, undertake and be accountable for the delivery of a number of complex engagement/consultation projects at any one time, within budget and in line with strategies and plans. Work with system design teams to support and advise them to plan and organise a broad range of complex engagement activities, formulating and adjusting plans to reflect changing circumstances. Monitor, interpret and quality assure progress against deliverables, ensuring appropriate processes are in place to flag issues, risks and concerns with the relevant stakeholders. Develop and implement qualitative and quantitative measures to determine performance against the organisational strategy. Report progress against the strategy through personal representation at senior management forums and by written reports. Tailoring delivery to meet the needs of the audience. Create the organisations engagement, experience and Insights strategy and short, medium and long term Engagement and Insights plans for transformation or change projects, and locally implement, clearly identifying links to national, regional and local priorities. Keep patient interests at the centre of all activities and involve patients and public in policy development at all stages of the commissioning cycle developing additional innovative ways to co-design and co-produce local services. Provide comprehensive reports to the relevant ICB committees and boards including patient experience and Insights reports. Ensure that both the ICBs annual reports reflect the public and patient involvement activities of the past year and that they are accountable to the opinions of individuals and local groups. Also ensure appropriate reporting to NHS England and Improvement e.g. Patient and Community Engagement Indicator- NHS Oversight. Service Improvement Develop and implement public and patient involvement and experience systems and processes to ensure insights are properly analysed, evaluated and key themes and robust high impact improvements developed to influence commissioning decisions. Identify opportunities for and ensure that best practice is developed and delivered at organisational and departmental level and is shared. Challenge ways of working and persuade, motivate and influence other senior managers to realign their practice to embed patient involvement into their work to improve processes and the overall decisions made. Develop and embed an approach, methodologies and tools to ensure continuous involvement, which produce robust insights and business intelligence that informs the directorate, organisation and health system. Support other senior managers and teams in analysing and understanding the insights using expert knowledge and continuous improvement methodologies to influence commissioning decisions, contract development and service redesign. Ensure that appropriate engagement service improvement strategies and policies are employed in line with business objectives and that these are fully cascaded and embedded into the working practices of the ICBs. Enable the team to access best practice and current information within their specialism, drawing from experience and expertise in other fields and industries, and ensure the organisation and other stakeholder organisations benefit from relevant innovations. Devise, develop and implement with system partners a customer insights hub sharing both qualitative and quantitative data and Insights. Lead the creation, implementation and maintenance of information systems for collecting, evaluating and interpreting complex insights and data used to inform short, medium and long term about the commissioning of health care services. Analysis & Judgment Undertake key Engagement and consultation projects on behalf of other directorates and design groups involving analysis and interpretation and assessment of themes and high impact actions around service delivery, policy development and implementation. Ensure a thematic analysis and triangulation of emerging themes associated with all commissioned services. Collate complex qualitative and quantitative information and lead in depth analysis and interpretation. Develop innovative, creative solutions to Engagement and consultation being able to analyse highly complex issues. Operate autonomously and use own judgement to resolve complex issues within the directorate. Communication Work with People and Innovation Team members to employ effective communication, negotiation and influencing skills with staff and stakeholders at all levels (including senior management) who may hold differing and contentious views. Support and contribute to formal negotiations with senior level internal and external stakeholders, providing a high level of negotiating expertise to secure the most advantageous arrangements for engagement. Develop and maintain effective relationships with a range of stakeholders within the organisation and wider NHS and other external stakeholders including the councils, providers, voluntary and community sector and Healthwatch organisations. Establish links with managers and members of other initiatives and workstreams to address inter-dependencies and ensure alignment of work undertaken. Operate intelligently in a highly political and sensitive environment. Develop and present reports, summarise the status on issues, appraise outcomes and providing progress reports for senior staff or groups of staff as directed from time to time, tailoring the content to meet the needs of the audience. Responsible for linking people, resource and engagement plans to the organisational strategy. Build relationships and influence across the Directorate, the ICB and with other key stakeholders, both internal and external. Engagement and insights Develop relevant projects within local programmes that ensure appropriate patient, carer, staff and public Engagement and support clinical leads and project managers to develop and implement appropriate plans, encouraging co-production of project whenever feasible and relevant. Create and manage tailored engagement activities to support health service reviews, redesign and transformation projects using a range of techniques to reach communities including outreach, events, focus groups and one-to-one interviews. Responsible for ensuring that sufficient numbers of people are involved at appropriate levels representing the diversity of all those with lived experiences who use the services we commission, including informing, consulting, involving, co-designing and empowering. Responsible for ensuring that we comply with our equality duties involving communities representing people with protected characteristics and ensure that their voice is heard and influences health care commissioning decisions. Responsible for a clear audit trail of Engagement activities supporting decision making processes including how participation has influenced the decisions made and how we have met our legal duties. Ensure good communications about public and patient involvement projects, targets and opportunities between directorates, primary care networks, localities, providers and partners. Responsible for coordinating and implementing formal public consultation in line with our statutory and legal duties including pre-consultation, production of consultation documents and the communications and engagment plan (in close collaboration with the communications team). Responsible for the ongoing development of innovative engagement techniques including the Citizens Panel, establishing it as a mechanism that produces insights that are trusted and representative of the population of Leicester, Leicestershire and Rutland. Ensure that involvement and Insights feed into the governance processes including the Public and Patient Involvement Assurance Group. Promote a culture of you said, we did and be responsible for mechanisms to feedback decisions and updates to the public e.g. newsletters. Work jointly with local Healthwatch organisations to stimulate any joint working opportunities and involvement. Financial Management Hold budgetary responsibility for engagement, experience and insight projects and evaluate value for money of activities. Constantly strive for value for money and greater efficiency in the use of budgets and to ensure that they operate in recurrent financial balance year on year. People Management Manage, motivate, inspire and develop the Team members to enable them to deliver the responsibilities of LLR ICB. Responsible for managing the Team members including undertaking appraisals, enabling team and individual development and continual learning, and where appropriate progress employee relations matters. Build a collaborative working environment and innovative culture. Research & Development Advise on innovative opportunities and support all departments in their strategies and programmes to maximise service benefits. Promote qualitative and quantitative research and development initiatives to secure cost and service improvements from alternative methods of operation or re-engineering existing processes. Policy & Service Development Devise, manage and update engagement policies and procedures, ensuring the adoption of best practice methodology, rules, standards and thresholds. Contribute to the development, implementation and compliance with corporate policy and service development across the organisation. Act as leader for patients and involve patients and public in policy development. Maintain a good knowledge of emerging policies from government departments, to assist in the thinking and definition of strategy discussions