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Patient Experience and Quality Improvement Manager


Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services.Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital.Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. The Duchess of Cambridge became the Patron of Evelina London in 2018.Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities and a National Institute for Health Research (NIHR) Biomedical Research Centre.Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’.The commitment of our 22,000 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients.We have one of the most ambitious capital investment programmes anywhere in the NHS. PATIENT EXPERIENCE AND QUALITY IMPROVEMENT MANAGERAn exciting opportunity has arisen for a patient-focused manager to join the Clinical Governance Team for the Surgery Directorate. As Patient Experience and Quality Improvement Manager, you will work closely with the multi-disciplinary teams within the Plastic Surgery, Orthopaedic Surgery and Trauma services at both Guy’s and St Thomas’ Hospitals and play a fundamental role in ensuring that the people who use our services, their families, carers and visitors receive a positive experience.The Directorate provides planned and urgent treatments to patients across South East London and you will be responsible for analysing and identifying trends from patient feedback and clinical outcomes data from local and national sources, sharing learning and best practice and presenting information to Directorate teams to identify areas for service improvement. You will work in partnership with key stakeholders to support delivery of a programme of quality improvement projects to deliver the Trust’s quality strategy. You will be responsible for providing leadership and expertise for the day to day delivery of patient experience, such as the management of complaints, concerns and feedback from people who use our services. The successful candidate will have excellent interpersonal skills in order to liaise with different stakeholders, including daily contact with patients and service users, GPs and clinical teams within the organisation and other NHS Trusts. This will at times result in the handling of sensitive information and dealing with stressful situations, which will require the utmost professionalism and compassion.This role will be ideal for someone who has experience of working in healthcare, with excellent attention to detail and an analytical mind, who is passionate about ensuring high quality care is delivered across South East London. If you would like an information discussion about the role, please contact: Sara Wood, Clinical Governance Manager: [email protected] Reiff-Zall, Head of Nursing: [email protected] Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy.As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends.Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis.Please apply for this post by clicking "Apply Online Now." Applicant requirements
Applications from job seekers who require sponsorship to work in the United Kingdom (UK) are welcome and will be considered alongside all other applications. Please note that from January 2021, to work in the UK all candidates who are not UK or Republic of Ireland (RoI) nationals require sponsorship unless you have permission to work via another route. Non UK / RoI candidates wishing to apply can self-assess the likelihood of obtaining a Certificate of Sponsorship hereWork in the UK. It is vital that you provide full and accurate details of your current immigration status on the application form.

Overseas applicants applying for entry clearance into the UK must present a criminal record certificate from each country they have resided in continuously or cumulatively for 12 months or more in the past 10 years. Guidance can be found hereCriminal records checks for overseas applicants.

Not everyone needs a ‘Skilled Worker’ visa. If you are applying for a vacancy in health or adult social care, check if you’re eligible to apply for the Health and Care Worker visa instead. It’s cheaper to apply for and you do not need to pay the annual immigration health surcharge
The postholder will have access to vulnerable people in the course of their normal duties and as such 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 to check for any previous criminal convictions. Further details / informal visits contact NameSara WoodJob titleClinical Governance ManagerEmail [email protected] number07879117143 If you have problems applying, contact Address

Corporate Recruitment Team

200 Great Dover Street


SE1 4YB Main areaSurgeryGradeNHS AfC: Band 6ContractPermanentHoursFull time: 37.5 hours per week (37.5 hours per week)Job ref196-COF6344 EmployerGuy's and St Thomas' NHS Foundation TrustEmployer typeNHSSiteGuy's & St Thomas'TownLondonSalary£37,638 - £44,780 p.a inc HCAClosing22/02/2021 23:59Interview date02/03/2021

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London, England, London, SE11, United Kingdom

  • Ad ID:  19219271
  • Ad Type:  Offered
  • Posted on:  15/02/2021, 02:49

Guy's and St Thomas' NHS Foundation Trust

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