Patient Experience Lead
Job summary
Cambridge University Hospital Foundation Trust (CUH) isseekinga highly skilled and compassionate individual to join the new NHS Children and Young People's Gender Service (East of England) in the role ofa Patient Experience Lead.
Basedat Westbrooke House, Newmarket, within Children's services at CUH, the successful candidate will have experience of providing a PALS service patients,familiesand staff.The post holder willmanage a caseload of PALS enquiries, provide advice and support to patients and carers and act as a source of patient experience to the wider team.
The Cass Review into gender services for children and young people has recommended that staff should maintain a broad clinical perspective by working across related NHS servicesin order toembed the care of children and young people with gender-related distress within a broader child and adolescent health context.In order tofacilitatethis, we encourage part-time applications from staff already working in other NHS or related services. We can also work with successful candidates applying for full-time roles to agree a job plan that includes a mix of gender service activity and activity in another clinical area.
The serviceoperatesMonday-Friday. Full or part-time (minimum 3 days per week) considered.
Main duties of the job
The post holder is responsible for leading and coordinating activity that supports high-quality patient experience across the organisation, with a particular focus on both patient feedback data and the management of PALS cases within the Children and Young Peoples Gender Service. This includes the collection, analysis and reporting of patient experience information--such as feedback, concerns and complaints--to ensure data accuracy, identify key performance trends, and drive service improvement.
Alongside this analytical function, the role also manages a caseload of PALS enquiries, concerns and requests for advice, providing an accessible, responsive and compassionate service to patients, families, the public and staff. PALS cases vary in complexity, and the post holder works to achieve timely resolution, identify lessons learned, and support actions that improve the overall quality of patient care and experience. The role is crucial in supporting organisational and service learning, shaping improvement projects and ensuring that both individual cases and wider data insights contribute to strengthened patient engagement and enhanced care outcomes.
About us
Our Trust Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke's Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people - patients, staff and partners. Recognised as providing 'outstanding' care to our patients and rated 'Good' overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH's values - Together - Safe, Kind, Excellent - are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people's age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Job description
Job responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 2nd August.Interviews are due to be held on 13th August.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:- applied for a Graduate visa- or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
Benefits to you At Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only caf, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person Specification
Qualifications
- oEducated to degree level or equivalent in terms of experience
- oEvidence of further professional development in IT, or equivalent experience.
- oEvidence of ongoing professional development
- oCustomer service qualification
- oQualification or equivalent experience demonstrating proficiency in MS Office Applications and / or working knowledge of data analysis software.
Experience
- oDemonstrable experience of data analysis and report writing.
- oExperience of working in a healthcare setting with multi-professional teams
- oCustomer care management experience in healthcare or equivalent
- oExperience of resolving or assisting with concerns
- oExperience of working with QSIS and Datix to produce data driven reports
- oEvidence of analytical and problem-solving skills.
- oAbility to communicate and present complex information to the recipient's level of understanding
- oExperience of developing documents and policies.
- oPrevious PALS experience
- oCase/project management experience
- oExperience of managing challenging behaviour/conflict resolution
- oAdvocacy experience
- oNHS management experience
Knowledge
- oKnowledge of statistical and data analytical techniques.
- oKnowledge of computer based report writing and data analysis of complex and / or sensitive data.
- oKnowledge of Microsoft Office applications particularly Excel, Word and Access and the ability to produce high quality, reliable reports, graphs and statistics.
- oKnowledge of Children and Young Peoples Gender Service/Cass Review
- oKnowledge of the Trust's management of complaints and concerns policy and procedure
- oKnowledge of patient services/pathways
- oKnowledge of QSiS (Datix) database
- oKnowledge of Epic
Skills
- oKnowledge of ICT (including Word, PowerPoint and Excel) and data analysis. . Understanding of confidentiality and data protection.
- oKnowledge of Trust information systems including QSIS, Datix.
- oAwareness of NHS targets and Trust priorities.
- oAwareness of anti-discriminatory issues.
- oKnowledge of the Trust including awareness of priorities.
- oSound knowledge of office procedures.
- oGood working knowledge of Microsoft Office packages.
- oKnowledge of computer based report writing and data analysis of complex and / or sensitive data.
- oKnowledge / application of all elements of MS Office software.
- oIn depth knowledge database management.
- oKnowledge of medical terminology
Additional Requirements
- oStrong interpersonal, communication, negotiating and influence skills
- oExcellent IT skills including the use of Microsoft Office and of databases
- oDemonstrate ability to work to deadlines and achieve agreed objectives
- oAbility to present ideas effectively
- oAbility to work effectively and credibly within multi-professional forum
- oAbility to organise and prioritise workload around competing demands
- oInformation management skills
- oExcellent skills of facilitation
- oAbility to challenge senior staff as part of the investigative process
- oData Entry
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.
Employer details
Employer name
Cambridge University Hospital NHS Foundation Trust
Address
Westbrooke House
Newmarket
CB2 0QQ
United Kingdom
Employer's website
https://www.cuh.nhs.uk