Resident Experience Support Manager in Aberdeen at Four Seasons Careers

Date Posted: 4/29/2018

Job Snapshot

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Job Description

Job Reference ID:

Home Name: Laurels Lodge
Location: ABERDEEN, Aberdeen City, UK

Weekly Hours: 40
Salary: Up to £48,000 per annum + benefits


Job Title: Resident Experience Support Manager

Department: Operations

Reports to: Resident Experience Regional Manager

Key Relationships: Regional Manager,Home Manager and Home Teams

Location: The post holder will be expected to work flexibly across the Four Seasons Health Care portfolio. This will include the relevant region and on occasions across the United Kingdom to both regional hubs and care homes.

The Role:

This role is designed to support a cultural change. Identifying problems and solutions in homes is not always managed and implemented by the same people. This often leads to significant gaps when engaging on change activities. The priority now is to find quick and effective solutions that can be managed and delivered through the same team of people, working within operations.
This role is responsible for leading on various operational challenges; this could be interim management of a home to designing staffing models for a home. It is a true generalist role whereby responsibility for clinical, operational, quality and training projects can be undertaken seamlessly.

This post will sit alongside other Resident Experience Support Managers, and will be the senior post in the structure. It is expected that all Resident Experience Support Managers work collaboratively to deliver service improvement and key strategic priorities.

Key Performance Areas

1. Clinical and Professional, Team Building & Culture
- Promote a culture of dignity and respect for residents, relatives and staff
- Provide independent support for recruitment activity
- Support nurses with training to meet the requirements of re-validation as directed by Resident Experience Regional Manager, support Home Managers with experience focused learning.
- Act as a mentor in the Resident Experience team for other Resident Experience Support Managers

2. Risk Management and Issue Resolution
- Support the activity needed to fix issues impacting residents experience, helping to resolve issues in Homes
- Provide interim leadership and management for homes without a Home Manager
- Support colleagues to share and develop best practice using available tools including the intranet, SOAR and QoL
- Provide Effective support to homes with compliance / safeguarding issues and to extend support until there is confidence that the home has recovered.
- To perform audits as directed by the Resident Experience Regional Manager

3. Analytical & Project Management Support
- To act on quality metrics and incident reports to deliver improvement actions within homes
- Promote good practice and positive clinical / quality outcomes and share findings to improve resident experience and support contract reviews
- Take responsibility for delivering projects. Examples might be designing a new pathway of care, creating a policy or leading improvement projects.
- Support continual improvement of the QoL system, including TRaCA development, survey design and effective usage
- Coach Home Managers and their teams to identify and resolve service risks, working with the teams to find and fix issues.
- To support homes in recovery to embed improvements and practices
- To work with Nurses and other specialist care deliverers to minimise risk, resolve issues and ensure high levels of competence

4. Staff Training, Consultancy and Support
- To ensure in-house development programmes including CHAPs, Care Certificate and Preceptorships are maintained professionally and deliver the intended outcomes
- Facilitate / provide the services of a “call a friend” accessible by local care deliverers / Home Managers
- To operate an agreed schedule of home visits to maintain consistently very good care everywhere
- Provide support and arrange formal training across the region and where necessary nationally
- To serve as a role model for in-home teams, demonstrating the FSHC values
- To act as a beacon for areas of expertise such as Dementia, Activities, Medication, Rostering etc.
- To occasionally work shifts in homes to model best practice
- To support the induction of new colleagues

5. Management Services
- To provide temporary Residence Experience Management support top regions where the Resident Experience Regional Manager is absent.

6. Business Growth
- To participate in regional commercial and contract reviews and to support sales activity, providing evidence to support quality payments and bids


Job Requirements

Our resident experience team will work collaboratively with operational staff across the region to deliver service improvement and key strategic priorities. The roles are designed to support a cultural shift to ensure engagement in change activities and will be supporting specific projects. The team will be developing our arrangements to identify problems and solutions in homes.

You should be familiar with the requirements of health and social care regulators and with quality improvement processes. Note that communication with a variety of stakeholders is an essential part of the role. Candidates will be expected to have good competence with modern business IT, be able to develop reports, and understand performance management. Knowledge of incident reporting and investigation systems would also be useful.

Company Benefits

Four Seasons Health Care provides a variety of competitive benefits,

Holiday allowance - 6 weeks (not including public holidays)

Company car

Fuel Card




Employee discount scheme.

If you have the skills to succeed in this role and are committed to the provision of quality care please click on Apply now.