Nurse Manager Patient Experience

Queensland Government; Sunshine Coast Regional; Vor Ort; AUD 141.000 - 153.000; Vollzeit

Zusammenfassung

Sunshine Coast Health is seeking a Nurse Manager Patient Experience to lead the patient experience program across the health service, ensuring NSQHS standards are embedded and responses to ombudsman and ministerial matters are managed effectively.

The role leads a small team, develops training for staff on empathetic communication and complaint handling, and drives a culture of safety and improvement to enhance patient experiences and outcomes.

Qualifikationen

• Experience leading patient experience and consumer feedback programs.
• Knowledge of NSQHS standards and related quality/service improvement systems.
• Ability to manage sensitive complaints and escalate appropriately.

Aufgaben

• Lead and oversee the Patient Experience and Consumer Feedback program across the health service.
• Manage notifications to the Office of the Health Ombudsman and other responses.
• Develop and deliver training for SCHHS staff in empathetic communication and complaint handling.
• Promote a just culture and collaboration to improve patient experience.
• Monitor outcomes and metrics to identify improvements in patient experience.

Jobbeschreibung

We're excited to welcome a Nurse Manager Patient Experience (NMPE) to the Safety, Quality and Improvement Unit.Sunshine Coast Health is a values-based organisation. We are committed to the maintenance of a culture in which we treat our colleagues with respect as we do our patients, consumers and the community. We respect, protect and promote human rights in our decision-making and actions.The NMPE will measurably and continuously improve the health care experience for patients and their families/caregivers throughout the health service and is responsible for the development, implementation and coordination of best practice systems and processes for patient experience throughout the health service.The Safety, Quality and Improvement Unit (SQIU) provides a comprehensive service which supports clinical areas to maximise patient safety outcomes, improve patients care and experience by measuring outcomes and evaluating service improvement and planning across the health service. A key function of the SQIU is to ensure that Sunshine Coast Health is compliant with legislative, regulatory and policy retirements of governing bodies such as the Australian Commission on Safety and Quality in Health Care (ACSQHC), Queensland Health and other legislation. The Nurse Manager Patient Experience leads a team of four (4) full-time equivalent staff, and reports to the Nursing Director Safety, Quality and Improvement.Key Responsibilities include:Provide expert technical knowledge and skills to lead and oversight the Patient Experience and Consumer Feedback program across the Health Service, including the management of Office of the Health Ombudsman (OHO) notifications, ministerial, coronial and other relevant responses.Develop and deliver a fit-for-purpose training program for Sunshine Coast Hospital and Health Service (SCHHS) staff which builds capacity and supports staff to develop skills in effective empathetic communication, including de-escalation and the management of patient complaints at the point of care/service.Lead and support a culture of safety by encompassing a just culture, being accountable and encouraging collaboration across directorates/facilities and disciplines to support the patient experience.Demonstrate high level knowledge, experience and clinical skills in relation to the application of the National Safety and Quality Health Service (NSQHS) Standards and associated quality activity /service improvement system processes.Objectively assess and monitor outcomes in relation to the patient experience and consumer feedback and other relevant metrics to identify improvements aimed at improving the patient experience.Remuneration value up to $174 208 p.a., comprising salary between $140 632 - $152 685 p.a., employer contribution to superannuation (12.75%) and annual leave loading (17.5%) (NG7). Applications will remain current for 12 months. Please note: only applications from candidates will be accepted (applications that may result in an agency fee will not be considered).Why work for us?We offer rewarding career opportunities across a wide range of clinical and non-clinical areas across our health service and pride ourselves on providing a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance. As a Queensland Health employee, you will benefit from a higher than standard employer contribution to Superannuation of up to 12.75%, access to salary packaging, flexible working arrangements and competitive salary rates with annual incremental increases. We are committed to providing a diverse and inclusive workplace for our people and our community. We encourage people of all genders, races, ages and abilities to apply for roles within our Health Service. You can find out more about why it's so great to work at Sunshine Coast here: https://www.health.qld.gov.au/sunshinecoast/careersAs a Sunshine Coast Health employee, you will receive competitive remuneration and have access to:A wellness program;Generous superannuation;Flexible work arrangements;Career training and development; andSalary packaging.Check out the latest updates here:https://www.sunshinecoast.health.qld.gov.au/This work is licensed under a Creative Commons Attribution 3.0 Australia License.