Patient Experience Manager

Job Description

Deliver specialised patient experience knowledge and skills to support the Royal Brisbane and Women’s Hospital. Deliver specialised patient experience knowledge and skills to support the Royal Brisbane and Women's Hospital (RBWH) patient experience and consumer feedback system by managing complex complaints; critical to ensuring that the provision of healthcare is responsive to the preferences, needs and values of each patient. Provide high-level advice and strategic direction to the Safety and Quality Leadership team for the prioritisation of facility-wide service improvement and research initiatives to achieve excellence in patient feedback management. About you Our ideal candidate will be someone who can carry out the following key accountabilities in accordance with the Metro North Health's values: Regularly consult with consumers, conduct rounds in patient areas, and use independent judgment to provide specialised patient experience services; engage early with patients, families, and interdisciplinary teams to assess and address emerging concerns, facilitate customer-focused care across teams, and apply insights from feedback to codesign and implement service improvements. Monitor and report patient feedback data/key performance indicators, identify exemplar practice, and evaluate the consumer feedback system to identify opportunities for improvement. Support RBWH staff and consumers in improving the feedback management system by leading, contributing to, and engaging stakeholders in data-driven service improvement and research initiatives, identifying research gaps/opportunities and technological solutions, and applying expertise in change leadership, facilitation, project management, and clinical analysis. Health Equity It is expected that all Metro North Health staff, including the incumbent of this role as a valuable member of the Metro North workforce, contribute to the health equity agenda and meet the intent of supporting the defined six actions that specifically meet the needs of Aboriginal and Torres Strait Islander people within the National Safety and Quality Health Service Standards (NSQHS). Benefits when working for Metro North Allied Health Flexible working arrangements and competitive salary rates with annual incremental increases. Benefit from a higher than standard employer contribution to Superannuation of 12.75% and access to generous salary packaging. Additional entitlements for employees (casual employees excluded) may include sick leave, carer's leave, long service leave, paid parental leave, leave without pay to travel, professional development allowance and leave. 5% annual leave loading with up to 27.5% for shift workers. Rewarding career and development opportunities across a wide range of clinical and non-clinical areas. Value driven organisation which provides a work environment that is safe, satisfying, flexible, and promotes a healthy work-life balance. Be part of a world-class, dynamic and growing health service that embraces technology and innovation, excellence in healthcare, quality teaching and cutting edge research. Metro North Health is committed to providing a diverse and inclusive workplace for all employees. We offer unique and rewarding professional development opportunities in a safe and flexible work environment with a focus on putting our people first. You can find out more about why it's so great to work at Metro North here: Find out about the role in more detail and how to apply in the attached Role Description. APPLICATIONS RECEIVED VIA THIRD PARTIES (RECRUITMENT AGENCIES ETC.) WILL NOT BE ACCEPTED Further information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity. #J-18808-Ljbffr