Head of Patient Experience

1 day ago

London, United Kingdom West London NHS Trust Full time

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.

The role will 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.
About us

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.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow, and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

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

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

Job description

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. Please view as attached.

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person Specification
Qualifications and Training
Essential
  • Relevant professional knowledge and experience of patient experience processes and regulation.
  • Evidence of ongoing relevant professional development.
Desirable
  • Formal Qualification in a directly related field.
  • Report writing training.
  • Clinical qualification.
Experience
Essential
  • 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.
Desirable
  • 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
Essential
  • 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.
Desirable
  • 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 using SPC Charts.
  • Proven computer literacy skills in database use such as case management systems, excel.
Personal Qualities
Essential
  • 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.
  • Be able to effectively manage sensitive situations. Commitment to personal development.
  • Ability to take measured and considered actions, whilst supporting the needs of the team, service, and Trust.
Employer details
Employer name
West London NHS Trust
Address
Trust HQ
Southall
UB2 4SA

Any attachments will be accessible after you click to apply.

222-CORP-898-A

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