Mae Trac yn falch o bweru recriwtio ar gyfer
Norfolk and Norwich University Hospitals NHS Foundation Trust

Gwybodaeth
The Norfolk and Norwich University Hospitals NHS Foundation Trust provides a full range of acute clinical services for a catchment area of up over 1 million people. Our vision is “to provide every patient with the care we want for those we love the most”, reflecting the utmost importance that we attach to the quality of care and experience that each and every one of our patients receives.
We provide specialist services in radiotherapy, neonatalogy, paediatrics, orthopaedics, plastic surgery, ophthalmology, rheumatology, medicine and surgery. Every year our 7,000 staff treat people from Norfolk, neighbouring counties and further afield. Our patients are referred to us by around 100 local GP surgeries and other acute hospitals and primary care Trusts around the country. We are involved in the teaching and training of a wide range of health professionals, in partnership with the University of East Anglia and other local education providers.
Cysylltu
- Address
- 20 Rouen road
- Norwich
- Norfolk
- NR1 1QQ
- Contact Number
- 01603 286286
Head of Patient Experience
Closed for applications on: 22-Hyd-2024 00:05
Statws y swydd wag: Closed
Closed for applications on: 22-Hyd-2024 00:05
Manylion allweddol
Lleoliad
- Gwefan
- Norfolk and Norwich University Hospital
- Tref
- Norwich
- Cod post
- NR4 7UY
- Major / Minor Region
- Norfolk
Math o gontract a phatrwm gwaith
- Contract
- Parhaol
- Oriau
- Llawnamser
- Gweithio hyblyg
Cyflog
- Cyflog
- £53,755 - £60,504 per annum
- Cyfnod cyflog
- Yn flynyddol
- Gradd
- (NHS AfC: Band 8a)
Arbenigedd
- Prif leoliad
- Patient Engagement & Experience incl PALS/Complaints
- Dyddiad y cyfweliad
- 31/10/2024
At NNUH it is our privilege to provide healthcare to over one million people across Norfolk and surrounding areas. Our vision is to ‘provide the best care for every patient’, and if this inspires you and you share our values, we really want you to join our team.
NNUH is currently the busiest Trauma Unit in the East of England caring for almost 850 trauma patients annually many with complex care needs. We are enhancing our urgent and emergency care specialist services for patients with significant injuries as a result of trauma and have an ambition to become a Major Trauma Centre.
Our values support our vision and guide the behaviour of everything we do, these are:
People-focused
We look after the needs of our patients, carers and colleagues, to provide a safe and caring experience for all.
Respect
We act with care, compassion and kindness and value others’ diverse needs.
Integrity
We take an honest, open and ethical approach to everything we do.
Dedication
We work as one team and support each other to maintain the highest professional standards.
Excellence
We continuously learn and improve to achieve the best outcomes for our patients and our hospital.
Wish you were here? So do we.
We want all our staff to achieve a balance between work and personal life and understand how important flexible working can be. We welcome applications on a full or part time basis, various shift patterns and hybrid working, where roles allow.
At the Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH), we know the benefits diversity can bring to our organisation such as creativity, innovation and compassion. All of which have a direct impact towards our staff and patient experience. We are committed to being a Hospital for All – being equitable and inclusive, and a place where all feel a sense of belonging. We therefore particularly encourage and welcome applications from candidates who are underrepresented in NNUH’s workforce. These include people from Black, Asian, and Minority Ethnic backgrounds, people with diverse abilities and people within the LGBT+ community.
Trosolwg o'r swydd
Working closely with the Associate Director for Patient Engagement & Experience this post will:
- Provide senior leadership for PALS & Complaints, Patient Feedback processes and Engagement for Experiences of Care and Health Inequalities.
- You will bring outstanding, senior, people and operational leadership to turn strategy into practical reality; you will be an experienced senior manager with a curious, compassionate and inclusive management style.
- Detailed knowledge and understanding of the national agenda for patient engagement and of the NHS complaint procedure + PHSO processes and latest Framework essential.
This opportunity is pivotal to ensuring we are truly listening to/using all forms of feedback and working with patients, Carers and colleagues to improve experiences of care at NNUH.
The role is multi-faceted; the work varied and fast paced. In return for your commitment and passion for the role you will have access to support, development and opportunities to grow and expand your experience.
We are a diverse, inclusive and nurturing team who will value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to all the communities we serve.
Advert
To assume senior leadership for key Patient Experience and Engagement functions - Patient Advice and Liaison Service (PALS) and Complaints, Patient Engagement & Experience/Equalities. Outstanding people management and leadership skill and experience are essential and will support the teams to further embed and grow – ensuring continued development of responsive and engaged ‘working in partnership’ culture for all NNUH services.
Support the implementation of a Trust-wide Patient Engagement & Experience Strategy – this role is pivotal to embedding a culture of responsiveness, turning listening into action and supporting a range of quality improvement initiatives in partnership with patients, Carers and staff across NNUH and reaching out across the communities of Norfolk and Waveney to ensure Equity and Inclusion. You will support staff across NNUH to be responsive and listen to the voices of ALL patients, Carers and communities.
You will bring experience and expertise working with complaints/feedback, different stakeholders and communities to enable voices to be amplified and improvements made.
To be responsible for driving significant improvements in service as a result of the patient and carer experience and ensure that the Trust has in place a robust monitoring system to collect evidence in support of the achievement of CQC outcomes and other relevant standards for patients.
Gweithio i'n sefydliad
Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!
The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.
We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity
We can offer you the full range of NHS benefits/discounts and in addition:
- Flexible working hours
- Fast Track Staff Physiotherapy Service
- Multi Faith prayer room
- Discounted gym memberships
- Excellent pension scheme and annual leave entitlement
- Wagestream - access up to 40% of your pay as you earn it
- Free Park & Ride service direct to NNUH site
- Free 24-hours confidential counselling support
- On-site Nursery
- On-site cafes offering staff discounts
- Support in career development
- Flexible staff bank
- Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics
Swydd-ddisgrifiad a phrif gyfrifoldebau manwl
• As part of the patient experience and engagement team, support the Associate Director to lead the Patient Engagement and Experience function in driving forward the trust patient experience and engagement agenda to improve the way patients experience care at NNUH.
• Support the implementation of a Trust-wide Patient Engagement & Experience Strategy.
• To assume responsibility for the internal Trust functions of the formal Complaints and Patient Advice and Liaison Service (PALS) and will support the directorates to assume full responsibility for the management of complaints and concerns at a local level.
• To assume responsibility for the Patient Engagement & Equalities Team.
• To be responsible for ensuring collation of data, reporting and liaison with the Parliamentary and Health Service Ombudsman Office.
• To be responsible for ensuring the collation of FFT and other feedback data and reporting.
The Job Description, which includes a Person Specification, provides a full outline of responsibilities and requirements for this role. Please use your supporting statement to demonstrate how you meet the person specification.
Visa and Immigration
If you are wishing to apply for this role and would require sponsorship (this includes if you are already in a sponsored post and looking to change employer), you can determine the likelihood of obtaining a Certificate of Sponsorship for this post by assessing your circumstances against criteria specified on the gov.uk website https://www.gov.uk/skilled-worker-visa/your-job.
Travelling to work
Staff parking is available onsite; however, this is limited during core working hours. We have more capacity in the evening and at weekends and can usually provide spaces during those hours.
We look to allocate these spaces fairly. Our Travel Office have a set of criteria that staff must meet in order to qualify. If you qualify for a space, you may be placed on a waiting list if we are at full capacity.
The NNUH is served by a number of public buses, and we offer generously discounted monthly passes with First Bus & Konect.
The Costessey Park and Ride runs regularly each day from 06:30 (from P&R) to 20:45 (from NNUH) and this service is free for NHS staff. There is a regular Thickthorn P&R service as well which is free. Applications to the Travel Office are required for this service. We also have a discounted service from the airport P&R if you purchase a bundle. Please see Konect website for further details.
The NNUH host multiple bicycle racks and a salary sacrifice scheme. We also benefit from a Beryl station onsite.
If you work at another Trust site, please discuss travel and parking arrangements at interview.
DBS
If this post involves working with children or adults the application form will ask for information regarding previous convictions as you will be required to undertake a Criminal Record and Barring Check known as a DBS check.
If you are a new employee or registering with the Staff Bank you will need to meet the cost of this unless your salary is less than point 9 of Afc
NHS Service
Should you be appointed to the post we will need to establish any previous NHS service via the ESR IAT and we will accept the submission of your application as your agreement to this.
UK Registration
You will need to have current UK professional registration where this is a requirement of the role.
Application
Following candidate feedback and to reduce our dependency on paper, all our communication with you regarding your application will be by email so could you please check your e-mails (and Spam) regularly.
We value equality in our team and recruit from all sections of the community. We recognise there is a wealth of talent among people who have a disability and if you meet the minimum criteria detailed in the person specification and have a disability, you may wish to be considered under the Guaranteed Interview Scheme by indicating this in the relevant section on your application.
We look forward to receiving your application and if you do not hear within the next four weeks this will usually mean that you have not been short-listed. However, if you wish to confirm this please contact the person indicated on the advert.
Flexibility
Whilst every effort will be made to recruit to the post as it is advertised, there may be occasions where we consider alternative working patterns, such as part time working, or contract types, such as secondments, depending on circumstances. Should you wish to work in a different working pattern to that stated in our advertisement, please indicate this in the supporting statement to your application.
Useful Information
Make sure to follow us on Facebook and Twitter for regular updates about the exciting career opportunities available at NNUH - @NNUHjobs
Norfolk and Norwich University Hospitals NHS Foundation Trust Website
Gofynion yr ymgeisydd
Manyleb y person
Qualifications
Meini prawf hanfodol
- Educated to degree level with relevant post graduate professional qualifications
- Recognised management or leadership training and/or equivalent experience at band 7 or above or equivalent.
Experience
Meini prawf hanfodol
- Experience of leading and managing departments and staff including budget management and HR duties
- Senior leadership/management experience in a complex acute healthcare organisation
- Experience of working with patient leaders and groups to co-design service improvements
Skills
Meini prawf hanfodol
- Good I.T. Skills, Experience in use of databases, Ability to use all Microsoft Packages
Attitude, aptitude
Meini prawf hanfodol
- Effective role model, demonstrating NNUH’s PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
- Demonstrates understanding and commitment to Equality, Diversity and Inclusion
Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol
- Enw
- Sarah Higson
- Teitl y swydd
- Head of Patient Experience
- Cyfeiriad ebost
- [email protected]
- Rhif ffôn
- 01603 647482
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