Senior Patient Experience Manager

Are you constantly thinking of ways in which we can keep the patient's experience at the heart of everything we do in a challenging, dynamic environment? If so, we would love to hear from you.
Our successful candidate will drive learning, change and innovation in response to complaints. They will develop systems and processes that effectively enable staff to understand the experience of people who come into contact with our services, either as users of services, carers of those who use services or potential users of services, and to develop and support the involvement of service users across the breadth of Trust activity, ensuring they are equal partners in the design and delivery of care.
This role will be accountable to the Head of Quality Assurance, Compliance and Patient Experience, and will work closely with them to support the Trust in understanding and improving the experience of people who use our services, their carers and families.
Closing date: 12th May
Interview date: TBC

Main duties of the job
Bradford District Care NHS Foundation Trust's (BDCFT's) Patient Advice and Complaints team and Patient and Carer Experience and Involvement team are both elements of the Trust's overall patient safety, compliance and risk team.
Their joint purpose is threefold; to manage and lead the response to complaints, ensuring that learning is identified and shared as part of the wider patient safety strategy; to put in place systems and processes that effectively enable staff to understand the experience of people who come into contact with our services, either as users of services, carers of those who use services or potential users of services, and to develop and support the involvement of service users across the breadth of Trust activity, ensuring they are equal partners in the design and delivery of care

Working for our organisation
Everything we do is underpinned by our core values: -
We Care - We act with respect and empathy, and always value difference
We Listen - We understand people's views and respond to their individual needs
We Deliver - We develop and provide excellent services and support our partners
We will consider a variety of flexible working arrangements to enable staff to balance their work and home lives and support staff by offering a fantastic range of benefits including :
A wide range of health and wellbeing support packages
A range of internal and external development and learning opportunities
Plus many more.
We are also proud to pledge our support to the Armed Forces and hold a Bronze Award in the Defence Employer Recognition Scheme.
BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities., The post holder will have responsibility for two teams - the Patient Advice and Complaints Team and the Patient and Carer Experience and Involvement Team, and will need to be able to demonstrate good level of knowledge relating to both areas, as well as having demonstrable people management experience and skills. The successful candidate will share our vision for embedding the voice of experience throughout our organisation and will have the skills and experience to support their teams to continually develop their ability to engage effectively with people who use our services.
Whilst professional registration is not an essential requirement for this role, the post holder will need relevant experience of working alongside clinical staff to understand and influence clinical practice. In assessing the impact of processes on individual's mental and physical health, they will need to be able to make necessary adaptations to ensure accessibility whilst keeping service users, staff and the organisation safe.
As part of a wider leadership team, the post holder will work closely with the Senior Patient Safety Manager, the Senior Risk and Clinical Audit Manager and colleagues from across the Directorate of Patient Safety, Quality and Experience to support the Trust in delivering its ambition to be a learning organisation with a focus on continuous quality improvement.

Bradford District Care Trust is an award-winning Trust that provides a range of innovative services that have been recognised as best practice nationally. As a provider of care for people of all ages who have mental and/or community health needs we are dedicated to providing a high-quality service, close to where people live and as much as possible tailored to an individual's needs.
As a provider of care for people of all ages who have mental and/or community health needs we are dedicated to providing a high-quality service, close to where people live and as much as possible tailored to an individual's needs., Bradford District Care Trust is an award-winning Trust that provides a range of innovative services that have been recognised as best practice nationally. As a provider of care for people of all ages who have mental and/or community health needs we are dedicated to providing a high-quality service, close to where people live and as much as possible tailored to an individual's needs.
The Trust's purpose is to create connected communities and help people to feel as healthy as they can be at every point in their lives and our vision is to connect people to the best quality care, when and where they need it and be a national role model as an employer and provide our staff with the best place to work.
Bradford has been awarded the coveted status of UK City of Culture 2025. The year is set to deliver more than 1000 new performances and events including 365 artist commissions, a series of major arts festivals as well as exciting national and international collaborations. Its themes will be rooted in the unique heritage and character of Bradford and will reveal the magic of the district that is held in its people, its ambition, and above all, its potential.
We would welcome applicants with lived experience of providing unpaid care and/or support to a family member or friend with a disability, health condition, frailty, mental health problem, addiction or other health and care needs.
We welcome people from all backgrounds and in particular Bradford District Care Trust is keen to reflect the population we serve, we are currently underrepresented in terms of black and minority ethnic staff. Applications are encouraged from these groups, but it must be stressed that selection will be solely on merit and in accordance with the Trust recruitment policy.
BDCFT is dedicated to environmental and social sustainability by delivering on the commitments within our Green Plan. All staff are actively encouraged and supported to participate in training and to identify and implement sustainable quality improvement across all service areas and activities.