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Patient and Service User Experience Manager

Band 6

Main area
Patient and Service User Experience Team
Band 6
Full Time 37.5 hours per week
Job ref
Wrexham Maelor Hospital
£30,401 to £37,267 per annum
25/07/2019 23:59

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB)  North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales . Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.


Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme. We also offer a number of family-friendly benefits, including childcare voucher schemes, work-life balance policies and on-site crèche facilities. Visit our web site today:

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

And … If successful  why not join our temporary staffing Bank where you will have greater flexibility of when you work and we can support you to choose the shifts that fit in with your lifestyle and timetable. We will also introduce you to our smartphone App that allows you to share with us your availability.

For more information, please contact our friendly team on 03000 850 044 press 1, 2 or 3

Applications may be submitted in Welsh.  Applications submitted in Welsh will not be treated less favourably than an application submitted in English.



Mae'r Tîm Profiad Cleifion a Defnyddiwr Gwasanaeth (Dwyrain)yn dymuno penodi rheolwr brwdfrydig a phrofiadol i ymuno â'u tîm. Bydd y rheolwr hwn yn helpu i ddatblygu systemau newydd neu wella rhai presennol sydd yn eu lle i gefnogi amcan strategol BIPBC o 'Wrando a Dysgu o brofiadau unigolion'. Bydd yn cefnogi agwedd Bwrdd Iechyd cyfan a fframwaith cenedlaethol sy'n sicrhau bod bob unigolyn sy'n dod i gysylltiad â'r Bwrdd Iechyd yn cael cyfle i ddweud wrthym am eu profiad. Sicrhau bod adborth defnyddwyr y gwasanaeth yn cael ei ddefnyddio'n rhagweithiol i lywio darpariaeth gwasanaethau a'u gwella.

Bydd y prif rolau yn cynnwys:-
• Gweithio ag Uwch Adrannau i roi'r Strategaeth Gwrando a Dysgu o Brofiadau ar waith
• Dadansoddi adborth cleifion a chynhyrchu adroddiadau'n rheolaidd i'r Uwch Adrannau
• Cymryd rhan yn natblygiad y gwasanaeth Cyngor a Chyswllt i Gleifion (PALS) a rheoli'r swyddog PALS
• Datblygu a rheoli systemau ar gyfer Straeon Cleifion ar draws BIPBC
• Gweithio â gwirfoddolwyr Aelodau Cyhoeddus a'u cefnogi i wneud arolygon cleifion
• Datblygu rhaglenni hyfforddi a'u darparu i gefnogi'r Strategaeth Gwrando a Dysgu o Brofiadau

Bydd deilydd y swydd yn gallu gweithio ar lefel strategol, gan greu cynlluniau hir dymor, rheoli gwaith prosiect, mentrau newydd ac mewn partneriaeth ag asiantaethau eraill a'r cyhoedd.

Bydd yr ymgeisydd llwyddiannus wedi'i addysgu i lefel gradd neu bydd ganddo lefel gyfatebol o brofiad gwaith a gwybodaeth. Bydd yn frwdfrydig a rhagweithiol iawn â sgiliau cyfathrebu llafar ac ysgrifenedig ardderchog a bydd yn gallu datblygu a hyrwyddo perthnasoedd effeithiol â chydweithwyr ac asiantaethau mewnol ac allanol.

Mae’r gallu i siarad Cymraeg yn ddelfrydol ar gyfer y swydd hon; mae croeso i ymgeiswyr sy’n siarad Cymraeg a/neu Saesneg geisio am y swydd hon.

Dyddiad cau: 25 Gorffennaf 2019


Ar gyfer manylion pellach a gwybodaeth, cysylltwch â: 

Carolyn Owen; 01978 726157(1814 6157)

The Patient and Service User Experience Team is seeking to recruit an enthusiastic and experienced manager to join their team. This manager will help to develop new or enhance existing systems that are in place to support BCUHB’s strategic objective of ‘Listening and Learning from the experience of individuals’. They will support a Health Board wide approach and a national framework that ensures that every individual who comes into contact with the Health Board has the opportunity to tell us about their experience. Ensuring that service user feedback is pro-actively used to inform and improve service delivery.

Key roles will include:
• Work with Divisions to implement the Listening and Learning from Experience Strategy
• Analysis of patient feedback and regular production of reports for Divisions
• Participate in the development of the Patient Advice and Liaison Service (PALS) and subsequent management of the PALS Officer.
• Development and management of systems for Patient Stories across BCUHB
• Work with and support Public Member volunteers to undertake patient surveys
• Develop and deliver training programmes to support the Listening and Learning from Experience Strategy

The post-holder will be able to work at a strategic level, creating long term plans, managing project work, new initiatives and will work in partnership with the public and other agencies.

The successful candidate will be educated to degree level or have an equivalent level of work experience and knowledge. They will be highly motivated and proactive with excellent verbal and written communication skills and will have the ability to develop and promote effective relationships with internal & external colleagues and agencies.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Closing Date: 25 July 2019

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Applicant requirements

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.

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Further details / informal visits contact

Carolyn Owen, Head of Patient and Service User Experience Tel: 01978 726157(1814 6157)