Patient Experience Manager

1 month ago


Norwich, Norfolk, United Kingdom Wales Medicines Strategy Group Full time
Job Overview

We are seeking a highly skilled and experienced Patient Experience Manager to join our team at NHS Norfolk and Waveney Integrated Care Board. As a key member of our Patient Experience team, you will play a vital role in ensuring that patients receive high-quality care and that their concerns are addressed in a timely and effective manner.

The successful candidate will have significant experience of managing complaints in a public sector environment and will be able to demonstrate a good understanding of complaints handling in the public sector and the appropriate legislation and statutory guidance around this.

You will be responsible for managing and addressing all complaints, patient enquiries, and MP queries/complaints on behalf of patients to the organisation in a timely and appropriate manner. You will also be responsible for developing and overseeing the implementation of patient strategies across the organisation, ensuring senior managers develop and implement appropriate strategies for patient liaison.

This is an exciting opportunity to join a dynamic team and make a real difference to the lives of patients in Norfolk and Waveney. If you are a motivated and experienced individual who is passionate about delivering high-quality patient experience, we would love to hear from you.

Key Responsibilities
  • Manage and address all complaints, patient enquiries, and MP queries/complaints on behalf of patients to the organisation in a timely and appropriate manner.
  • Develop and oversee the implementation of patient strategies across the organisation, ensuring senior managers develop and implement appropriate strategies for patient liaison.
  • Take a lead in the coordination of training, development, and recruitment activity across the Team.
  • Manage Band 5 and 6 Patient Experience staff, undertaking appraisals, recruitment, including progressing any disciplinary or capability issues as necessary.
Person Specification

We are looking for a highly skilled and experienced individual who has:

  • Significant experience of managing complaints in a public sector environment.
  • Demonstrated experience of co-ordinating projects in complex and challenging environments.
Hybrid Working

The ICB operates a flexible approach to working. It is expected that the majority of our staff will work from a combination of home and office (where possible). For staff designated in a hybrid role, they should have a safe and suitable place to work with Broadband access and space for a desk, chair, and monitors.

To ensure diverse representation at all levels across the workforce and to understand the differing needs of our stakeholders, Norfolk and Waveney ICB is committed to equality, diversity, and inclusion and to addressing any imbalance of opportunity or disadvantage that an individual with a protected characteristic could face.

Applicants with a disability need only meet the essential criteria to be invited to interview.



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