Head of Patient Experience

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West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.

We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.

Job overview

The Head of Patient Experience will manage and continuously develop the Trust's ability to respond to and learn from compliments, feedback and complaints. The person will manage and continuously develop the Trust's responsiveness to patient / carer compliments, feedback and complaints. In addition, the person will: provide expert advice and leadership on issues relating to feedback and complaints received in relation to Local Services; act as the main point of contact for all PHSO, MP and ICB enquiries made on behalf of patients or carers; work closely with relevant stakeholder and user groups to ensure that the patient and carer voice is heard; and take a pro-active role in supporting clinical service lines to deliver and meet expected complaint response targets and to ensure learning is identified and shared. The role will contribute to the triangulation of information across the Trust, in relation to feedback and complaints, and continually support learning.

Main duties of the job

Support and assist with the handling of formal complaints received, in accordance with the Trust's Complaints and Feedback policy and ensure compliance with national targets

Ensure that the Trust PALS is fit for purpose, responsive and performing at an optimum level.

Develop internal mechanisms for auditing and monitoring patient experience.

Take an active part in investigating formal complaints, analysing letters of complaint and the main points of issues, assessing the adequacy of investigation and potential learning points.

In line with the Trust Learning Framework, ensure learning from all Local Services complaints is incorporated into an iterative process to ensure learning is assimilated across the Trust

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 e.g. Trust's performance review, service-line reports etc.

Working for our organisation

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

The Trust is rated as 'Good' overall by the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

Detailed job description and main responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person specification

Qualifications and Training

Essential criteria

• Relevant professional knowledge and experience of patient experience processes and regulation.
• Evidence of on-going relevant professional development

Desirable criteria

• Formal Qualification in a directly related field.
• Report writing training.
• Clinical qualification

Experience

Essential criteria

• Demonstrable experience relating to patient experience in a large NHS (or similar) organisation
• Experience of preparing and leading meetings for the review of complex complaints and their outcomes
• Experience of working collaboratively across professional boundaries and with external agencies

Desirable criteria

• Experience of implementing change in practices and procedures
• Sound understanding of the health and social care landscape, and the place of patient/carer experience within this.

Knowledge/skills

Essential criteria

• Proven ability to use knowledge and experience to analyse complex issues/data through audit
• Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
• Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
• Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
• Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
• Proven ability to develop effective relationships with key stakeholders, both internal and external.

Desirable criteria

• Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
• Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts.
• Proven computer literacy skills in database use such as case management systems, excel.

Personal Qualities

Essential criteria

• Excellent communication and listening skills
• A strong desire to continually strive for improvement, both personally and organisationally
• Self-motivated and able to prioritise and work well under pressure.
• Be able to effectively manage sensitive situations. Commitment to personal development.
• Ability to take measured and considered actions, whilst supporting the needs of the team, service and Trust

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

We reserve the right to close adverts prior to the closing date stated should we receive a high volume of applications.

By applying for this post you are agreeing to West London NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, you will be required to undergo a pre-employment checks which can take between 4-8 weeks . After which your information will also be transferred into the national NHS Electronic Staff Records system (ESR ).

Please ensure you include email addresses for your referees which MUST be at supervisory or managerial capacity covering the last 3 years of employment to date to avoid delay in the recruitment process.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.

Employer certification / accreditation badges

Documents to download

• Candidate Pack (PDF, 800.3KB)