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Assistant Director Patient Experience

Band 8b

Main area
Band 8b
Full time 37.5 per week
Job ref
Royal Blackburn Hospital
Royal Blackburn Hospital (Cross Site)
£52,306 to £60,983 pa
24/09/2019 23:59

At East Lancashire Hospitals NHS Trust our vision is to be widely recognised for providing safe, personal and effective care.  We currently provide high quality services and treat over 600,000 people across East Lancashire and the surrounding area. We employ over 8,000 staff, many of whom are internationally renowned and have won awards for their work.

We are looking to recruit an Assistant Director of Patient Experience to lead on the implementation of key patient and carer initiatives in line with our Patient, Carer and Family Experience Strategy. This role will oversee both the soft intelligence and customer relations functions within the Quality and Safety Unit – based at the Royal Blackburn Hospital site but covering all bases and divisions across ELHT.

We are passionate about our services at ELHT and care deeply about the quality of care that our patients, carers and their families receive from us. Our Patient, Carer and Family Experience Strategy aims to develop a culture across ELHT which places patient experience at the heart of all we do, where ‘seeing the person in the patient’ is the norm. We are widely recognised for providing safe, personal and effective care and work closely with other partners (including Healthwatch and Carers Link Lancashire) to continually review, develop and improve services and the patient journey.

We have recently established a Public participation panel (PPP) to further enable us to learn from and be led by the experiences of those using our services. The further implementation of this model is central to this role.

You will join an existing friendly, supportive and dynamic team of and will be committed to demonstrating strong leadership within the Quality and Safety Team and as a senior leader within ELHT, supporting them to deliver consistently high standards focusing on enhancing patient safety, patient experience and clinical effectiveness.

As a senior leader within ELHT, you will work with the Assistant Directors for Patient Safety and Risk, and Clinical Effectiveness; together leading the trusts approach to Quality Governance with the Associate Director for Quality and Safety. You will provide effective leadership, co-ordination and management of patient experience and involvement strategy and outcomes, providing both expert advice, strategic direction and a robust assurance-seeking, quality improvement focus across the Trust.

You will be expected to build meaningful involvement with people who use our services, their families and carers, as well as service user led organisations on a range of issues from staff recruitment to Trust governance to care pathway redesign etc. And to establish, develop and promote effective working relationships with identified senior Managers within Divisions so as to ensure learning from complaints are utilised as a service improvement tool.

It is essential that you are a Clinician with a current professional registration, educated to Degree level or possess equivalent knowledge, skills & experience of which 3 years should be at a senior level, and have a relevant Clinical or managerial qualification with specialist Quality Governance and Patient Experience knowledge.


Dear Potential Applicant,

It is important you are made aware of the changes which East Lancashire Hospitals NHS Trust has implemented with regard to charging for the cost of undertaking Disclosure and Barring Scheme (DBS) Checks (previously known as Criminal Records Bureau or CRB) and how this may impact upon you.

As this position is exempted from the Rehabilitation of Offenders Act 1974 and involves work that is identified as a regulated activity as defined in the Safeguarding Vulnerable Groups Act (2006), any offer of employment is provisional upon a satisfactory DBS check being obtained.

The cost of an Enhanced Disclosure will be £48.00, which includes a small handling fee.

In line with other NHS organisations in the North West Region, the Trust is now passing the charge for undertaking a DBS check on to candidates in the event they are successfully appointed into the post for which they have applied.  Candidates can choose whether to pay this over 1-3 months as a deduction from the monthly salary.  By applying for this vacancy you are agreeing to this undertaking in the event you are successfully appointed.

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Applicant requirements

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

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Further details / informal visits contact

Alison Brown, Associate Director of Quality and Safety on Alison.Brown@elht.nhs.u or 01254 735018