Patient Safety and Experience Partner

NHS; Tees Valley; On-site; GBP 38,000 - 47,000; Full time

Job summary

A National Health Service Organization is seeking a Patient Safety and Experience Partner in Tees Valley. This role emphasizes managing patient complaints, advocating for patient safety initiatives, and working collaboratively with various stakeholders. Ideal candidates will demonstrate lived experience in health services and possess strong communication and leadership skills. The position offers a salary range of £38,682 to £46,580 per annum.

Qualifications

• Lived experience in health services as a service user, family member, or carer.
• Proven leadership skills with a critical perspective.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Manage patient complaints and incidents effectively.
• Support the development of patient safety initiatives.
• Challenge and improve current practices in patient safety.

Skills

Patient advocacy

Effective communication

Leadership

Quality improvement

Analytical skills

Education

Degree level education or equivalent skills

Job description

Patient Safety and Experience Partner

The closing date is 07 January 2026

InJune 2021, the new Framework for Involving Patients in Patient Safety waspublished by NHS England. This framework sets out approaches and standards thathelp to make a positive difference to how patient safety is viewed and managedin the NHS. All NHS Trusts have a responsibility to make sure that patients,families, and carers are full and equal participants in strengthening patientsafety governance and management processes.

PatientSafety Partners (PSPs) are patients, carers and family members who arerecruited to work in partnership with staff to influence and improve governanceand leadership in the provision of health care. As an advocate of patientsafety and experience, Patient Safety Partners must have the confidence tocommunicate effectively with senior leaders over strategic issues, to leadchange within patient safety and have the confidence to challenge existingpractices and structures, and provide a patient, carer or lay perspective. ThePatient Safety and Experience Partner will also liaise with patients, carers,and families in the pursuit of improving and embedding safe standards of careand service delivery.

Main duties of the job

Thepost holder will be responsible, for managing for ensuring the patient voice isconsistent within the complaint and incident management and review process andproviding advice and support for identified issues.. The post holder will beresponsible for the effective management of patient complaints and incidents,within the required timescale.

The post holder willsupport the Organisation a designated Care Group in ensuring the patient safetyand experience is central to their core business and that learning fromconcerns, complaints and patient safety incidents is a priority.

Tosupport the patient safety and experience managers who advise on an effectivepatient safety and experience focus and involvement culture within and acrossCDDFT. To support with theimplementation of systems to ensure lessons are learned and shared fromcomplaint findings and risk management issues and incidents.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager.

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks.

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented.

Full Job Descriptions can be found in the adverts supporting documents.

Over reliance onAI-generated content is discouraged and may diminish the applicant's chances ofsuccess.

For the most up-to-date information on visa requirements and eligibility, please check online to determine whether you can apply.

Job responsibilities

Tosupport the development of the pro-active identification of patient safetyrisks and ongoing risk assessments and risk registers atdepartmental/directorate level by supporting, advising and facilitating wardmanagers, matrons, heads of departments, service and general managers in thiswork.

Actively participate inkey conversations and meetings within the Trust that address patient safety andexperience by being the lived experience voice/representative of all serviceusers and carers across the partnership.

Challenge us and the waythat we work be a critical friend; provide a questioning approach to theinformation shared at committee meetings; represent the patient / carer /family voice, to ensure our staff are walking in the patients shoes

Lead on the co-design ofpatient safety and experience initiatives and ensure compliance with relevantpolicies and maintain confidentiality.

To support patientinvolvement strategies at corporate and Care Group level, ensuring evidence isavailable to assure the Board that the Trust is compliant with CQC outcomes,PHSO standards and clinical strategy.

To support the sharing oflearning from patient feedback and patient safety incidents, across thedesignated Care GroupTrust and within Patient forums.

To support the analysisand interpretation of patient feedback and incidents for reporting trendsrelating to patient experience.

Take the lead in specificareas of work as designated.

To support the developmentof patient feedback mechanisms and ensuring survey results and actions takenare publicised.

Liaise with wards anddepartments on training needs relating to patient safety and experience.

Co-ordinateWork with thepatient safety and experience team to ensure training programmes relating topatient safety and experience consistently include a patient perspective.

To keep updated as tocurrent local and national policy and strategy as appropriate.

Participate in the annualtraining needs analysis.

Supporting the patientsafety and experience managers in the analysis of incidents and complaints,identifying trends whilst providing reports for both internal and externalstakeholders.

Support and develop juniormember of staff as required.

Participate in annualappraisal and clinical supervision programmes.

Attend training andeducation programmes as required to support role.

Ensure confidentiality ofinformation is respected at all times following Information Governancestandards.

Share good practice at allopportunities both internally across all areas of the trust and externally tothe organisation.

Represent the Trust in apositive manner at all times.

Any other dutiescommensurate with banding.

Ensure that incidents arereviewed in a timely manner.

Contribute to the day today line management of admin staff including appraisals, sickness absencemonitoring, performance reviews, disciplinary and resolution processes,assessing training requirements and annual leave requests in the absence of thePatient Safety and Experience Managers.

Deputise for the PatientSafety and Experience Manager in their absence.

To ensure effectivesystems for processing, investigating and responding to complaints and concernsmeet the needs and expectations of patients and their families.

To work as an effectivemember of the patient safety and experience team to ensure the patientexperience is used to inform quality improvement.

Support and contribute tothe improvement of communication and relationship building with communitygroups, patients, carers and members of the public.

Support the development ofhigh-quality, patient and carer non-clinical information specific to patientexperience.

Participate in relevantteaching and presentations as required. To support the development of ELearning packages in relation to patient safety and experience.

Toliaise with potential volunteers and Care Group representatives to support theintroduction of volunteers to the organisation.develop, embed and chair theCDDFT patient

Person Specification

Special Skills & Knowledge

• Shares the Trusts Values and model this in their attitude and behaviour.
• Ensure they are demonstrated by
• self and others every day and that any matters of concern are addressed in a timely way, either directly; or raised with the relevant Line Manager; or
• through the relevant processes within the Trust as appropriate.
• Credibility and enthusiasm for
• patient safety and experience
• Values diversity and difference;
• operate with integrity and openness
• Exhibits and promotes respect for
• service users, families and carers, individual staff and teams.
• Expresses and articulates ideas
• in a manner that is appropriate,
• accurate and understood.
• Seeks to ensure the provision of
• a high-quality and safe service to
• service users, families and carers.
• Ensures coproduction of patient
• safety initiatives with service
• users, families and their carers

Special Requirements

• Ability to travel/work across all Trust sites to meet the requirements of the post

Experience

• Lived experience of health services, either as a service user, family member or
• carer of a service user.
• Proven leadership skills
• Recognition of how lived experience can influence and drive patient safety and experience
• Ability to understand and critically evaluate a range of information and evidence.
• Confidence to communicate effectively with senior leaders about strategic issues, as an advocate for patient safety and experience.
• Ability to provide a patient, carer,
• or lay perspective and to put forward views on behalf of the wider community / groups of patients (not own opinion only).
• Experience of teaching and training or facilitating groupwork
• Experience of championing health improvements; able to be a critical friend.
• Ability to interact with multiple
• stakeholders at senior management level.
• Sound judgement and an ability
• to be objective.
• Understanding of the issues and
• concerns of individuals with health concerns and of their carers/families.
• Ability to take part in activities for
• improving quality.
• Ability to manage own workload,
• prioritise and seek creative solutions.
• Understanding of the importance
• of equality and diversity.
• (verbal and written)
• Excellent interpersonal skills.
• Excellent presentation skill
• Personal integrity and commitment to openness, inclusiveness and
• high standards.
• Involvement in service redesign and
• development.
• Experience of policy Development
• Experience of relationship building
• and partnership working
• Experience of working in partnership with healthcare
• organisations or programmes

Qualifications

• Degree level education or able to demonstrate equivalent skills & experience
• Evidence of Continuous Professional Development

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.

County Durham & Darlington NHS Foundation Trust

£38,682 to £46,580 a yearper annum/pro rata