Clinical Quality and Safety Manager
1 month ago
West London NHS Trust is seeking a highly skilled Patient Experience Lead to manage and develop the Trust's ability to respond to and learn from compliments, feedback, and complaints. The successful candidate will provide expert advice and leadership on issues relating to feedback and complaints received in relation to Local Services.
The Patient Experience Lead will take a proactive role in supporting clinical service lines to deliver and meet expected complaint response targets and to ensure learning is identified and shared. This includes developing internal mechanisms for auditing and monitoring patient experience, investigating formal complaints, and analysing letters of complaint and the main points of issues.
The ideal candidate will have experience of preparing and leading meetings for the review of complex complaints and their outcomes. They will also have a proven ability to use knowledge and experience to analyse complex issues/data through audit and produce high-quality concise reports and narratives.
The Patient Experience Lead will work closely with the Trust's Learning Framework to ensure learning from all Local Services complaints is incorporated into an iterative process to ensure learning is assimilated across the Trust. They will also 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.
Qualifications and Training:
- Evidence of on-going relevant professional development.
Personal Qualities:
- Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
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