Job vacancy: Head of Experience, Alder Hey Children's NHS Foundation Trust, Liverpool

Job summary

Main area: Experience
Grade: NHS AfC: Band 8b
Contract: Permanent
Hours: Full time
Job ref: 411-COR-24-6838909

Employer: Alder Hey Children's NHS Foundation Trust
Employer type: NHS
Site: Alder Hey Children's Hospital
Town: Liverpool
Salary: £62,215 - £72,293 not applicable
Salary period: Yearly
Closing: 10/01/2025 23:59

Head of Experience

NHS AfC: Band 8b

Alder Hey Children’s NHS Foundation Trust is a provider of specialist health care and has a presence in community outreach sites and, in collaboration with other providers, our clinicians help deliver care closer to patients’ homes by holding local clinics at locations from Cumbria to Shropshire, in Wales and the Isle of Man. The Trust also provides inpatient care for children with complex mental health needs at our Sunflower House building newly relocated, and opened on the hospital site.

We currently have more than 4,000 staff working across our community and hospital sites. We’re also a teaching and training hospital providing education and training to around 540 medical and over 500 nursing and allied health professional students each year.

As black and minority ethnic (BME) employees are currently under-represented in this area, we particularly welcome applications from members of our BME communities. All appointments will be made on merit.

You can expect a warm welcome at Alder Hey Childrens NHS Foundation Trust, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At Alder Hey we appreciate our staff and reward them with an outstanding benefits package including:

Great flexible working opportunities
Lease car scheme and Home Electronics Scheme
Generous annual leave and pension scheme
Extensive staff health and well-being programmes

Detailed job description and main responsibilities

The Head of Experience will:

Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience.

Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments.

Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement.

Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service.

Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider

Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards.

Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance. Accountable for related Trust board report, improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals

Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman.

Ensure the provision and availability of high quality efficient interpreting and translation services. Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.

Person specification

Education, Experience, Knowledge, Skills, Attributes

Essential criteria

Relevant Masters qualification or equivalent experience
Evidence of continuous professional and management development showing a combination of short courses, structured self study or formal management courses
Proven expertise to lead, plan, manage, interact with colleagues and service users and deliver projects successfully in a spirit of engagement and collaboration
Significant experience of leading and delivering complex change and strategy development project / programmes in a politically sensitive and complex environment
Previously responsible for a budget, involved in budget setting and working knowledge of financial processes
Experience of working with partners and stakeholders in delivering changes to services.
Significant experience of successfully operating in and delivering priorities in a partnership environment
Successfully resolving issues and conflict in a timely and effective manner and translating learning into practice
Demonstrates a broad understanding of the key determinants of health and healthcare
Theoretical and practical knowledge of a wide range of approaches to the delivery of a positive experience.
Extensive knowledge and experience in leadership, experience and engagement
Ability to identify risks, anticipate issues and create solutions and to resolve problems in relation to project or service delivery.
Demonstrably involves children, young people, families and the public in their work
Analytical and technical skill to produce coherent, comprehensive and concise reports that achieve their purpose first time

Desirable criteria

Teaching qualification
Professional publications
PRINCE or other Project / Programme management qualification
Leadership course/ qualification
De-escalating conflict / highly difficult situations
Advocacy

We reserve the right to close vacancies without notice when we have received a sufficient number of applications from which to make a shortlist. Please ensure you apply without delay if you wish to be considered for this role.

Please ensure you check the email account from which you apply regularly as we will contact you using this regarding your application. All candidates will be notified via email whether or not they have been shortlisted.

Alder Hey Children’s NHS Foundation Trust is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. We are committed to creating a well-managed, flexible working environment that supports staff and promotes their welfare and development. We actively promote equality and diversity and operate a Zero Tolerance policy to aggression, violence, bullying and harassment.

Please declare within the supporting information if artificial intelligence (AI) has been used in your application.

Defence Employer Recognition Scheme (ERS) - Silver

Mindful employer. Being positive about mental health.

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Documents to download

Head of Experience Job Description Band 8B (PDF, 248.7KB)

Apply online now

Further details / informal visits contact

Name: Pauline Brown
Job title: Director of Nursing
Email address: [email protected]
Telephone number: 0151 228 4811

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