Deputy Head of Patient Experience

1 month ago

Liverpool, United Kingdom Liverpool Women's NHS Foundation Trust Full time

Direct and manage the Patient Experience Service which includes the Complaints and PALs Team. Develop and oversee the implementation of the Women, Babies and Families Strategy across the organisation and develop, implement and oversee the managing Concerns and Complaints Policy ensuring that senior managers develop and implement appropriate strategies for their own area.

The post holder will be responsible for Budget review and agreement for items required for the operation and development of the Patient Experience Team.

To lead on the formal complaints and concerns received by the Trust in accordance with NHS Complaint Regulations and Trust Complaints Handling Policy and Procedure. In line with the Trust’s Patient Experience Services, to produce activity reports which, amongst other things, will assist the Trust to learn from complaints and concerns in order to implement any changes to practice designed to improve service delivery. The post holder will liaise with Complainants, Directors, Senior Managers, outside agencies such as the Independent Complaints Advocacy Service (ICAS) and the Parliamentary and Health Service Ombudsman’s Office

Provide effective leadership to team members within the Patient Experience Team.

Provide ‘in-house’ training on all aspects of complaint handling and complaint investigation training.

To be the Trust SME (Subject Matter Expert) for all complaints and PALS queries, providing guidance and advice to senior manager and Directors.

To oversee the PALS and PALS + services to ensure they are handled in line with the Managing concerns and complaints policy.

Direct and manage the Patient Experience Service which includes the Complaints and PALs Team. Develop and oversee the implementation of the Women, Babies and Families Strategy across the organisation

Liverpool Women’s NHS Foundation Trust delivers the highest standards of care for women, babies and families. Each year we deliver over 7,500 babies, carry out over 49,000 gynaecological inpatient and outpatient procedures, care for over 1,000 poorly & preterm new-borns, perform around 1,000 IVF cycles and have over 4,000 genetic appointments taking place. We believe that this along with a strong dedication to research & innovation makes us the specialist health provider of choice in Europe for women, babies and families.

We have some of the leading experts in their field, which has been showcased on national TV and news, making our teams famous across the world for professionalism, skill & compassion.

The Trust is constantly innovating and evolving its services to provide the most cutting edge and modern care possible. As well as developing services on our current site we have long-term aspirations for the future. We have recently launched a number of new strategies which provide a detailed long-term plan for our services.

Check out why Liverpool Women’s NHS Foundation Trust is a great place to work using the links below:
Please see attached job description for full details.

Complaints, PALS+ and PALS

To ensure that the management of complaints and PALS activity continue to be fully compliant with The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 and the Trust’s Managing Concerns and Complaints Policy.

To develop and implement the Trust-wide policy and procedures for the management of complaints and concerns in line with the standards designated by external review bodies such as the Care Quality Commission, the National Health Service Litigation Authority (NHSLA) and the Parliamentary and Health Service Ombudsman’s ‘Principles of Good Complaint Handling’.

To provide advice on all matters relating to complaint & PALS activity, and to exercise responsibility for ensuring that the Trust complies with its statutory and regulatory obligations.

To line manage a team of staff in relation to the provision of a personal, effective and efficient service to patients, service users, relatives, carers and Trust staff.

Ensure that investigations undertaken and written complaints responses provided are appropriate, thorough and compliant with both Trust and national policies.

Patient Experience

To support the Head of Patient Involvement & Experience in introducing, monitoring and evaluating innovative involvement approaches to obtain and share patient feedback which will include systematic collection of feedback from patients on a real time basis, ad-hoc, formal and informal basis across all Trust services.

To update, maintain, organise, gather and analyse information to predict/meet future organisational and team needs by identifying best professional practice.

To incorporate innovative approaches to ensure that engagement activity is accessible to a wide audience, and to actively seek to involve the participation of hard to reach groups.

To be responsible for providing detailed analysis of patient and carer feedback, identifying any emerging themes or

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