Head of Patient Experience

Only through bold innovation can we hope to address rising health needs within limited resource. To meet this challenge, we need to ensure tomorrow’s clinical leaders are pragmatic innovators and are skilled in understanding how to deliver an equitable service within limited resources integrating public and patient involvement. This exciting role provides a unique opportunity to join the Chelsea & Westminster Hospital NHS Foundation Trust (CWHFT) corporate and improvement team.

Working with divisional nursing, medical and operational leads and with close links to the executives, the post holder will lead the development of improvements for patient experience that support the organisation’s clinical strategy alongside driving the established ward accreditation programme.

Post Description

This will be achieved by leading the development of service improvement changes driving the organisation’s forward programme which is aligned to wider NHS values and the Long-Term Plan.[1]

The Patient Experience Manager will show measurable improvements in the quality of care, the efficiency of clinical teams and, where possible correlate this to improved outcomes related directly to the overall patient experience strategy. Through leading this strategy you will facilitate change implementation and management across organisational boundaries within a local health economy.

We provide services from two main hospitals, Chelsea and Westminster Hospital and West Middlesex University Hospital, and a number of clinics across London and the South-East.

We have over 6,000 members of staff that are PROUD to Care for nearly one million people. Both hospitals provide full clinical services, including full maternity, emergency and children’s, in addition to a range of community-based services across London, such as award-winning sexual health and HIV clinics.

We’re one of the safest and best performing Trusts in the country. We’re also one of the top trusts to work for - our staff say they’re engaged, motivated, and would recommend us as a place to work and receive treatment.

In 2020 the Trust was rated by the Care Quality Commission as Outstanding in the well-led and use of resources domains and Good in the safe, effective, caring, and responsive domains. The Trust as a whole was Good, but the Chelsea site was Outstanding.

Our facilities are some of the best in the country. We have been investing around £10 million a year in our estate. We are currently spending £25 million on expanding our adult and neonatal critical care facilities at Chelsea and Westminster and redevelopment of our children’s unit at West Middlesex - in partnership with our charity, CW+ and generous donors.

Roles and responsibilities

The post holder will be expected to undertake the following duties:

- Facilitate, lead and deliver on Public and Patient Involvement ensuring that the Trust remain compliant with external performance requirements, Trust policy and other relevant factors in order to promote further improvement including promoting and continually developing the service to uphold the Trusts reputation and values.
- Attend all relevant project meetings.
- Learn to manage and deliver projects within a quality improvement framework.
- Facilitate continued staff engagement within the Trust.
- Commensurate with experience, provide clinical and quality improvement leadership for agreed projects.
- Provide timely and effective clinical advice and leadership.
- Provide written reports and verbal updates on progress, including risks and issues.
- Line manage the Trust Patient Experience Team.
- Support the Chief Nurse, Director of Nursing and Head of Improvement with the development of the Trust’s Patient Experience Strategy.
- Provide quarterly reports and assurance to the Trust Board and Quality committee.
- Develop, implement and maintain high quality Patient Experience Service for patients, carers and members of the public. Collecting and acting on feedback as appropriate.
- Maintaining collaborative and integrative relations with stakeholders and external organisation.
- Maintaining visible organisational presence and being accessible to staff and the public.
- Leading patient participation events where appropriate.
- Develop and implement policies in line with statutory and national guidance.
- Liaise with safety, governance and claims to support the Duty of Candour whilst identifying potential incidents and claims related to patient experience.
- Accountable for key performance targets and highlighting anomalies where applicable.
- Produce patient experience reports to fully inform the board, local clinical governance, service leads and stakeholders to ensure feedback, themes and concerns are captured accurately.
- Assist with preparation of agendas and reports for patient experience meetings, sharing with group relevant members.
- Plan annual work plan for a wide range of patient experience activities, including survey program