Matron -Patient Experience and Engagement

NHS; Nottingham; On-site; GBP 53,000 - 61,000; Full time

Job summary

Join a forward-thinking team dedicated to enhancing patient experience and engagement within a leading NHS Trust. As a Senior Clinical Leader, you will play a pivotal role in shaping strategic priorities, ensuring compliance with regulatory standards, and fostering collaboration across various healthcare sectors. This position offers a unique opportunity to lead a passionate team, drive meaningful change, and contribute to the continuous improvement of patient care. With a commitment to diversity and personal development, this role is ideal for those looking to make a significant impact in healthcare.

Qualifications

• Registered healthcare professional with a master's degree in a health-related subject.
• Extensive knowledge of NHS standards and patient experience.

Responsibilities

• Support strategic vision for patient experience and engagement.
• Manage the Patient Experience and Engagement Function and team development.

Skills

Leadership

Patient Experience Management

Strategic Planning

Stakeholder Engagement

Clinical Governance

Communication Skills

Education

Master's Degree in Health Related Subject

Registered Healthcare Professional

Job description

Job summary

You will be part of the leadership team who leads our amazing Patient and Engagement Team and the functions which sit within this team, including survey management, PALS & Complaints, Patient Experience. We are a forward looking team, always striving to improve who would welcome someone with the same outlook.

You will be a Senior Clinical Leader demonstrating a proven track record of managing and developing teams; translating Strategy into action; and have extensive experience working in the NHS.

As one of two Matrons, this role will deputise for the Head of Patient Experience and Engagement in the delivery of the Patient Experience and Engagement Statutory responsibilities, regulatory responsibilities and Strategic Priorities.

Main duties of the job

Professional Requirements

o Registered Healthcare professional, supported by a master's degree in health related subject

o Corporate responsibility in the development and delivery of Patient Experience and Engagement Strategic Priorities, including a focus on PALS and Complaints

o To support the provision of high quality care through supporting the delivery of the Patient Experience and Engagement Priorities within the NUH Quality Strategy; achieving compliance of Care Quality Commission (CQC) regulations and achieving our legal duty under the Health and Social Care Act 2012.

o The post holder is responsible for supporting the corporate nursing contribution to patient experience and patient public involvement function with the aim of maintaining and developing the quality of the delivery of patient experience and patient public involvement functions.

The post holder will work at all sites across Nottingham University Hospitals, NHS Trust.

About us

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at NUH we will endeavour to turn your job into a career!

We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.

Date posted

29 April 2025

Pay scheme

Agenda for change

Band

Band 8a

Salary

£53,755 to £60,504 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

164-7124912

Job locations

City Hospital

Hucknall Road

Nottingham

NG5 1PB

Job description Job responsibilities

o Support the Head of Patient Experience and Engagement in planning for the long term strategic vision and leadership in the field of patient experience and patient Experience.

o To deputise for and support the Head of Patient Experience in representing patient experience and engagement at strategic level, representing the Trust and working collaboratively with Integrated Care Boards (ICBs), NHS England, Healthwatch and other stakeholders locally, nationally and internationally.

o To work in a matrix management style and to foster close working relations with other managers within the Trust and wider NHS, Social Care and voluntary organisations.

o To provide leadership in working with and through divisional and corporate directorate teams and patient public involvement and experience leads delivering the Trusts patient experience and engagement strategic priorities to meet local, regional, national and international requirements.

o To be responsible for managing the Patient Experience and Engagement Function; including the management of disciplinary procedures as required, recruitment as necessary and use appraisal and development policy and procedure at ensure that appraisals are undertaken regularly.

o To lead Patient Experience and Engagement Team development and training and the development of a Patient Experience and Engagement training strategy for the Trust.

o To assume responsibility of the Complaint and PALS function, ensuring oversight and monitoring of complaint KPI performance; supporting Divisions to meet performance and quality standards relating to complaints.

o Liaise and provide leadership, advice and support to Divisions, Corporate departments and teams to design, deliver, and monitor their patient public involvement and experience strategies and improvement plans across the Trust and local health care system.

o To assume responsibility for the collation of Patient Experience and engagement data, including Friend and Family Test (FFT); National and Local surveys; and patient experience intelligence and lead on the development of Board level reports,

o To lead on robust monitoring systems to ensure qualitative and quantitative evidence is collected to demonstrate achievement of Patient Experience Standards, including CQC; Parliamentary Health Service Ombudsman (PHSO); Patient Experience Strategic Priorities; and adherence to Patient Experience and Engagement Policies.

o Support development, management and updating of policies and procedures, ensuring the adoption of best practice methodology. Disseminating these methodologies to staff within the Divisions and throughout the organisation and externally.

o To support the conversion of Patient Experience Intelligence into meaningful service and quality improvement.

o Provide leadership within the Trust in anticipating key issues and priorities around regulatory requirements for patient experience and patient public involvement and subsequently acting as a facilitator in managing change and improvement.

o To lead on the Governance Agenda for the Patient Experience and Engagement Function, including risk management.

o Provide expert support and advice to all disciplines of healthcare staff, acting as a role model and demonstrating advanced patient experience and patient public involvement clinical skills and knowledge.

o Act as an expert resource when speaking with patients and relatives, giving advice and support particularly when discussing difficult, distressing and emotional circumstances.

o Lead on a broad range of patient public involvement and experience improvement initiatives, monitoring their implementation and effectiveness.

o Support the analysis and interpretation of national policy and guidance for implementation at Trust level.

o Developing mechanisms to promote patient-centred care.

o Ensure and develop new relationships with patients, public, community groups and stakeholders, promoting an integrated approach. This will include developing partnerships and mechanisms that ensure patients and public views are integral to the development, delivery and monitoring of services and new models of working.

o Support the development and maintenance of patient experience and engagement policies and guidelines in order to improve staff practice and safe patient care.

o Contribute to the evidence base body of knowledge that exists regarding excellence in patient experience and engagement.

Support patient experience and engagement budget setting in order to deliver an appropriate service and have financial accountability for ensuring budgets within patient experience and engagement are maintained within the financial envelope

Job description Job responsibilities

o Support the Head of Patient Experience and Engagement in planning for the long term strategic vision and leadership in the field of patient experience and patient Experience.

o To deputise for and support the Head of Patient Experience in representing patient experience and engagement at strategic level, representing the Trust and working collaboratively with Integrated Care Boards (ICBs), NHS England, Healthwatch and other stakeholders locally, nationally and internationally.

o To work in a matrix management style and to foster close working relations with other managers within the Trust and wider NHS, Social Care and voluntary organisations.

o To provide leadership in working with and through divisional and corporate directorate teams and patient public involvement and experience leads delivering the Trusts patient experience and engagement strategic priorities to meet local, regional, national and international requirements.

o To be responsible for managing the Patient Experience and Engagement Function; including the management of disciplinary procedures as required, recruitment as necessary and use appraisal and development policy and procedure at ensure that appraisals are undertaken regularly.

o To lead Patient Experience and Engagement Team development and training and the development of a Patient Experience and Engagement training strategy for the Trust.

o To assume responsibility of the Complaint and PALS function, ensuring oversight and monitoring of complaint KPI performance; supporting Divisions to meet performance and quality standards relating to complaints.

o Liaise and provide leadership, advice and support to Divisions, Corporate departments and teams to design, deliver, and monitor their patient public involvement and experience strategies and improvement plans across the Trust and local health care system.

o To assume responsibility for the collation of Patient Experience and engagement data, including Friend and Family Test (FFT); National and Local surveys; and patient experience intelligence and lead on the development of Board level reports,

o To lead on robust monitoring systems to ensure qualitative and quantitative evidence is collected to demonstrate achievement of Patient Experience Standards, including CQC; Parliamentary Health Service Ombudsman (PHSO); Patient Experience Strategic Priorities; and adherence to Patient Experience and Engagement Policies.

o Support development, management and updating of policies and procedures, ensuring the adoption of best practice methodology. Disseminating these methodologies to staff within the Divisions and throughout the organisation and externally.

o To support the conversion of Patient Experience Intelligence into meaningful service and quality improvement.

o Provide leadership within the Trust in anticipating key issues and priorities around regulatory requirements for patient experience and patient public involvement and subsequently acting as a facilitator in managing change and improvement.

o To lead on the Governance Agenda for the Patient Experience and Engagement Function, including risk management.

o Provide expert support and advice to all disciplines of healthcare staff, acting as a role model and demonstrating advanced patient experience and patient public involvement clinical skills and knowledge.

o Act as an expert resource when speaking with patients and relatives, giving advice and support particularly when discussing difficult, distressing and emotional circumstances.

o Lead on a broad range of patient public involvement and experience improvement initiatives, monitoring their implementation and effectiveness.

o Support the analysis and interpretation of national policy and guidance for implementation at Trust level.

o Developing mechanisms to promote patient-centred care.

o Ensure and develop new relationships with patients, public, community groups and stakeholders, promoting an integrated approach. This will include developing partnerships and mechanisms that ensure patients and public views are integral to the development, delivery and monitoring of services and new models of working.

o Support the development and maintenance of patient experience and engagement policies and guidelines in order to improve staff practice and safe patient care.

o Contribute to the evidence base body of knowledge that exists regarding excellence in patient experience and engagement.

Support patient experience and engagement budget setting in order to deliver an appropriate service and have financial accountability for ensuring budgets within patient experience and engagement are maintained within the financial envelope

Person Specification Qualifications Essential

• Qualified Clinical Practitioner /Registered with NMC
• Masters degree - Leadership/Healthcare related

Desirable

• Experience 8A or above in Patient Experience / Engagement

Experience Essential

• Extensive knowledge of the NHS and current standards within patient experience
• Significant experience at clinical /corporate management level including strategy development, budgetary control and clinical leadership
• Experience of leading and delivering programmes of change within an acute NHS setting including role redesign
• Experience of line management of groups of clinical areas

Desirable

• Experience Leading and delivering Strategy

Communication Skills Essential

• Excellent communication skills, written and oral (Board Level report Writing)
• Ability to build successful teams
• Able to work collaboratively with partner organisations / track record of collaborative stakeholder engagement
• Ability to influence and motivate staff to deliver challenging targets

Person Specification Qualifications Essential

• Qualified Clinical Practitioner /Registered with NMC
• Masters degree - Leadership/Healthcare related

Desirable

• Experience 8A or above in Patient Experience / Engagement

Experience Essential

• Extensive knowledge of the NHS and current standards within patient experience
• Significant experience at clinical /corporate management level including strategy development, budgetary control and clinical leadership
• Experience of leading and delivering programmes of change within an acute NHS setting including role redesign
• Experience of line management of groups of clinical areas

Desirable

• Experience Leading and delivering Strategy

Communication Skills Essential

• Excellent communication skills, written and oral (Board Level report Writing)
• Ability to build successful teams
• Able to work collaboratively with partner organisations / track record of collaborative stakeholder engagement
• Ability to influence and motivate staff to deliver challenging targets

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 (Opens in a new tab).

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 (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information 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 (Opens in a new tab).

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 (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details Employer name

Nottingham University Hospitals NHS Trusts

Address

City Hospital

Hucknall Road

Nottingham

NG5 1PB

Employer's website

https://www.nuh.nhs.uk/ (Opens in a new tab)

Employer details Employer name

Nottingham University Hospitals NHS Trusts

Address

City Hospital

Hucknall Road

Nottingham

NG5 1PB

Employer's website

https://www.nuh.nhs.uk/ (Opens in a new tab)