Patient Experience Manager 24 / 109

Patient Experience Manager

Are you experienced in Patient Experience and looking for a new opportunity?

Do you have experience of handling patient feedback complaints in a healthcare environment?

Are you passionate about providing people with access to information, care and advice?

Who We Are

As NHS Scotland's unique provider of a national tele-health and tele-care service, we are responsible for the delivery of health advice and information by telephone and online services to the population of Scotland 24 hours a day, 365 days a year. NHS 24 is a patient-focused service providing the people of Scotland with triage, advice, guidance, referral and information on health and healthcare services.

Our Regional Centres are located at Hillington, Cardonald, Clydebank, South Queensferry, Dundee and Aberdeen. This post will be based in our Lumina Regional Centre. NHS 24 also supports Hybrid Working for this role.

The Role

Acting as the first point of contact for the management of patient and service user complaints and feedback, the successful candidate will work collaboratively and in partnership with a wide range of stakeholders within NHS 24 and across all NHS Scotland Health boards to ensure all feedback is managed, in accordance with the guidance set out in the NHS Model Complaints Handling Procedure produced in conjunction with the Scottish Government and the Scottish Public Services Ombudsman.

The post holder is responsible to achieve and evidence organisational compliance held within the Feedback Directions provided within the Patient Rights (Scotland) Act 2011, including the Can I Help You guidance and the NHS Model Complaints Handling Procedure.  Therefore, the requirement to implement and administer an agreed NHS 24 Complaints Handling Procedure, is vital to evidence that all patient feedback is being managed within the approved quality standards.

Key Responsibilities

• Be the organisational expert on the NHS Model Complaints Handling Procedure, the Patient Rights (Scotland) Act 2011, including the guidance on Handling and Learning from Feedback, and the Can I help you guidance and is responsible to ensure all NHS 24 services always remain compliant
• Continually review and develop feedback mechanisms to reflect changes to support the implementation of new channels of communication e.g.) digital channels
• Lead on community engagement initiatives e.g., the NHS 24 Annual Review, identifying patients to meet privately with the Cabinet Secretary, supporting patients as they are given the opportunity to share their experiences (positive/negative)
• Develop and deliver training, to a wide range of clinical and non-clinical staff in relation to patient feedback, customer care, as appropriate. Including ongoing development of e-learning modules
• High level decision making, both in level and complexity, is required of the post holder in deciding the lead responder to complaints which span more than one Health Board or organisation, this can involve utilising negotiating and influencing skills

Successful Applicant will:

• Be educated to degree level or demonstrate equivalent experience
• Possess a sound understanding of relevant national and local policy in relation to the management of complaints and feedback
• Demonstrate line management experience within the NHS or an equivalent organisation and of successfully leading, motivating and managing staff
• Possess a sound understanding of relevant national and local policy in relation to the management of complaints and feedback

Benefits

NHS 24 offers a complete benefits package, with a permanent contract on Band 7 £48,788 - £56,747 Per Annum (pro rata if applicable). Placement on salary scale is dependent on confirmation of previous relevant NHS service.

We also offer you many supportive policies to enhance your employee journey and have a comprehensive Employee Assistance Programme Provider, Cycle to Work Scheme, bursary scheme and a range of learning and development. As an NHS Scotland employee you will be entitled to:

• 35 days annual leave (rising to 41) pro-rata
• Development opportunities including study bursaries, e-learning and classroom-based courses
• Enhanced pay for working public holidays
• Enrolment into the Scottish Public Pensions Agency (SPPA) pension scheme
• NHS discounts on goods and services
• HELP, employee support and assistance

This is an excellent opportunity for a motivated and experienced individual who is looking for a challenging and rewarding role that will contribute to the success of a public organisation.

Interested?

For any informal chats, please contact Kerry Foley Senior Nurse Quality Assurance and Standards on  kerry.foley@nhs24.scot.nhs.uk

Please download the Digital Job Pack and Person Specification for full details of NHS 24 this opportunity as well as the Digital Candidate Application Guide which will support you in your application.  

We recommend that prior to application candidates read all the information provided in the Job Pack as it contains much of the information about NHS 24 and this vacancy to support a successful application.

NHS 24 is an equal opportunities employer committed to advancing equality and particularly welcomes applications from groups of people currently underrepresented within the workforce.  We are a committed participant in the Disability Confident Leader Scheme and guarantee to interview all disabled applicants who meet the minimum essential criteria for our vacancies.