Patient Experience Co-ordinator

**We have an exciting opportunity for a Patient Experience Co-ordinator (Band 6) to join our Healthcare Governance team at The London Clinic. This role is a based in our Head Office in Central London (NW1 4LJ), and we are offering a competitive salary of £41,310 - £50,481 per annum plus a fantastic array of benefits.**

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with state-of-the-art facilities located around Harley Street. We have approx. 1350 employees across 8 sites, where we cover a broad range of specialisms, including complex medical and surgical procedures and a comprehensive range of cancer and outpatient services.

**Job Profile**

Reporting into the Head of Patient Experience and Engagement, the Patient Experience Co-ordinator is a key role within our newly integrated healthcare governance function and will be responsible for the day to day handling of complaints, concerns, patient satisfaction surveys and supporting teams to provide local resolution.
- Job Type: This is a full-time, permanent position working 37.5 hours per week; Monday to Friday.
- Salary: £41,310 - £50,481 per annum, depending on skills & experience.
- Location: Head Office - 1 Park Square West, London, NW1 4LJ (close to Baker Street & Regents Park stations)
- Benefits package: Contributory pension scheme (total annual contribution up to 20%). Private Medical Healthcare. 33 day’s annual leave (Inclusive of bank holidays). Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more. We also offer excellent career development; with clear career pathways and access to further education.

**Key Duties**
- Provide an exemplary complaints service for our patients, managing the administration of all complaints, feedback and comments across The London Clinic, ensuring all enquiries are acknowledged and responded to within the required timeframes and in-line with Independent Sector Complaints Adjudication Service (ISCAS) code of best practice.
- Responsible for the delivery of projects aimed at understanding and improving the patient experience within the organisation, as well as developing and training colleagues to support local resolution of complaints and concerns, as they arise.
- Work closely with the Head of Patient Experience and Engagement to plan and execute patient and public engagement and experience initiatives, as well as support to deliver the Patient Experience Strategy.
- Supporting the Head of Patient Experience and Engagement and the Patient Relationship Manager with; meeting support, administration and reporting for the Patient Forum, as well as co-ordinate the complaints investigation process, and support the annual patient-led assessment reviews across the Clinic.

**Skills & Experience**
- Experience working in patient experience, complaints or customer service role.
- Proven experience in a customer facing environment - healthcare or hospitality preferred.
- Experience of collaborative working (e.g. with clinicians in health care settings), and working in accordance with the Data Protection Act, GDPR and Caldicott principles.
- Good knowledge of Quality Assurance with excellent communication and organisational skills with experience of negotiating and influencing others and presentations and report writing.
- Enthusiastic, with a positive approach and empathetic manner, coupled with proven commitment to quality and continuous improvement, and dedication to providing a high level of customer service.

The London Clinic has a supportive and warm working culture and we are an organisation that has charitable status which helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes.

**Job Types**: Full-time, Permanent

**Salary**: £41,310.00-£50,481.00 per year

**Benefits**:

- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Gym membership
- Life insurance
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Wellness programme

Schedule:

- Monday to Friday