Patient Experience Project Manager

As operational lead, the Patient Experience Manager (PEM) will support the Patient Involvement and Insight Lead (PIIL) in delivering the Patient Experience action plan. The post holder will develop and implement systems for data collection and analysis of patient views and ensuring that front line services receive support and encouragement to best use this information ensuring appropriate dissemination.
The post holder will enable the patients, relatives and carers’ voices to play an integral role in the way the Trust plans, develops and provides services and in how our people learn from Patient Experience. They will also engage with staff locally to raise Patient Experience awareness, develop and facilitate education and training to support action to improve Patient Experience.
The post holder will direct and manage the Patient Experience function. They will develop and oversee the implementation of patient strategies across the organisation ensuring that senior managers develop and implement appropriate strategies for own area. They will be responsible for effective line management of team members and volunteers within the function. The post holder is responsible for ensuring the effective management of the Patient Experience Analyst.
To support the PIIL in the development and implementation of the SWB Patient Experience plan.
Will work independently, using their own initiative, to undertake an active role in the planning, development and implementation and monitoring of all aspects of the Trusts’ Patient Experience agenda.
Develop and manage systems that enable understanding and use of patient feedback at all levels of the organisation and across modalities of care.
Ensure timely production and delivery of reports to meet the Trust’s needs.
Support maximisation of available resource available to Patient Experience improvement programs within the Trust.
Provide advice and support to frontline staff and group management in developing local Patient Experience feedback collection, setting improvement objectives/action plans based on insights gained.
On the basis on insight gained, recommend priorities for action and ensure these are brought to the attention of the PIIL, highlighting specific hot spots/areas/wards/ departments.
Ensure that issues raised are dealt with locally or directed to the appropriate person or team.
Ensure appropriate escalation of feedback where appropriate in a timely manner.
Dealing with on-the-spot issues which arise, which may be high-level and complex. Draw on extensive experience in managing or providing advice on the management of these issues.
Communicates service-related information with patient involvement forums on contentious issues.
Sandwell and West Birmingham NHS Trust (SWBT) is an integrated care organisation with a budget of approximately £600 million and over 7,000 staff. Diversity and social care is at the core of what we do as the Trust provides Community and Acute Services to over half a million people in an urban centre that demands massive regeneration and has substantial premature mortality.
Our new acute hospital, the Midland Metropolitan University Hospital (MMUH), opens in 2024 and will provide care to our local population from first class, purpose-built premises. As a result, the base of this role may change to MMUH from 2024 (or beyond). If this is applicable to your role, you will be informed during the recruitment process and continuing your application with this understanding. The development of the new hospital will play an important role in the regeneration of the wider area and in improving the lives of local people and reducing health inequalities.
We have three newly emerging strategic objectives:
Our People – to cultivate and sustain happy, productive and engaged staff
Our Patients – to be good or outstanding in everything we do
Our Population – to work seamlessly with our partners to improve live
For further information about this role please see the attached job description and person specification.