Head of Experience

Job overview

This is an exciting new role at Alder Hey demonstrating the Trust's commitment to ensuring our children, young people and families have the very best experience possible.  The Head of Experience will have strategic and management responsibility for the ongoing development and implementation of the Trust’s Vision 2030 strategy in relation to the experience of children, young people and families.

Main duties of the job

The postholder will be responsible for the implementation of, and oversee the efficient running of, the new Family Hub, a service which aims to provide a timely resolution to any issues experienced by families, working directly with the Charity and charitable partners.  They will have overall managerial responsibility for the Patient Experience team, the Spiritual Care Team, the Play Team, and Arts for Health.  The post holder will ensure wide and meaningful engagement and involvement of children, young people and their families in collaboration with the Youth Engagement Leads, Forums, and Patient Safety Partners.

Detailed job description and main responsibilities

The Head of Experience will:

Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience.

Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments.

• Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement. Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service. Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider

Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards.

Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance.  Accountable for related Trust board report,  improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals

Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman.

Ensure the provision and availability of high quality efficient interpreting and translation services.  Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.