Head of Patient Experience

2 weeks ago

Southall, United Kingdom Wales Medicines Strategy Group Full time

West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.

We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.

Job overview

The Head of Patient Experience will manage and continuously develop the Trust’s ability to respond to and learn from compliments, feedback and complaints. The person will manage and continuously develop the Trust’s responsiveness to patient/carer compliments, feedback and complaints. In addition, the person will:

  1. Provide expert advice and leadership on issues relating to feedback and complaints received in relation to Local Services.
  2. Act as the main point of contact for all PHSO, MP and ICB enquiries made on behalf of patients or carers.
  3. Work closely with relevant stakeholder and user groups to ensure that the patient and carer voice is heard.
  4. Take a pro-active role in supporting clinical service lines to deliver and meet expected complaint response targets and to ensure learning is identified and shared.
  5. Contribute to the triangulation of information across the Trust, in relation to feedback and complaints, and continually support learning.
Main duties of the job
  1. Support and assist with the handling of formal complaints received, in accordance with the Trust’s Complaints and Feedback policy and ensure compliance with national targets.
  2. Ensure that the Trust PALS is fit for purpose, responsive and performing at an optimum level.
  3. Develop internal mechanisms for auditing and monitoring patient experience.
  4. Take an active part in investigating formal complaints, analysing letters of complaint and the main points of issues, assessing the adequacy of investigation and potential learning points.
  5. In line with the Trust Learning Framework, ensure learning from all Local Services complaints is incorporated into an iterative process to ensure learning is assimilated across the Trust.
  6. Lead on the development of a Trust patient experience scorecard and appropriate data metrics, in order to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust’s performance review, service-line reports etc.
Working for our organisation

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

The Trust is rated as ‘Good’ overall by the Care Quality Commission. Forensic services are rated as ‘Outstanding’.

Detailed job description and main responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required.

Person specificationQualifications and Training
  • Relevant professional knowledge and experience of patient experience processes and regulation.
  • Evidence of on-going relevant professional development.
  • Formal Qualification in a directly related field.
  • Report writing training.
Experience
  • Demonstrable experience relating to patient experience in a large NHS (or similar) organisation.
  • Experience of preparing and leading meetings for the review of complex complaints and their outcomes.
  • Experience of working collaboratively across professional boundaries and with external agencies.
  • Experience of implementing change in practices and procedures.
  • Sound understanding of the health and social care landscape, and the place of patient/carer experience within this.
Knowledge/skills
  • Proven ability to use knowledge and experience to analyse complex issues/data through audit.
  • Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
  • Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
  • Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
  • Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
  • Proven ability to develop effective relationships with key stakeholders, both internal and external.
  • Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
  • Proven ability to collate information from various sources and to summarise such information concisely.
  • Proven computer literacy skills in database use such as case management systems, excel.
Personal Qualities
  • Excellent communication and listening skills.
  • A strong desire to continually strive for improvement, both personally and organisationally.
  • Self-motivated and able to prioritise and work well under pressure.
  • Ability to effectively manage sensitive situations.
  • Commitment to personal development.

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

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