Head of Patient Experience inSouthall inSouthall PUBLISHED 3 DEC 2024
West London NHS Trust rlatDXN
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SYNOPSIS •
Opportunity to make a significant impact on patient care and experience by managing feedback and complaints effectively.
Lead the development of a Trust-wide patient experience strategy that promotes learning and continuous improvement.
Collaborate with diverse stakeholder and user groups, ensuring that the voices of patients and carers are prioritized and heard.
Play a crucial role in maintaining high standards of care within one of the UK's most diverse and respected healthcare providers.
The Head of Patient Experience at West London NHS Trust in Southall will oversee the management and enhancement of the Trust's systems for handling patient and carer compliments, feedback, and complaints.
Key responsibilities include providing leadership and expert advice on related issues, serving as the primary contact for external inquiries, collaborating with stakeholder groups to amplify patient voices, supporting clinical services in meeting complaint response targets, and ensuring compliance with national standards.
The role also involves auditing patient experience, investigating formal complaints, developing a patient experience scorecard, and contributing to the Trust's overall responsiveness and learning from patient feedback.
West London NHS Trust is a diverse healthcare provider known for both mental and physical health services, including high secure care at Broadmoor Hospital.
SYNOPSIS •
Opportunity to make a significant impact on patient care and experience by managing feedback and complaints effectively.
Lead the development of a Trust-wide patient experience strategy that promotes learning and continuous improvement.
Collaborate with diverse stakeholder and user groups, ensuring that the voices of patients and carers are prioritized and heard.
Play a crucial role in maintaining high standards of care within one of the UK's most diverse and respected healthcare providers.
Work in a supportive and progressive environment where the importance of patient experience is recognized and valued.
Engagement with a wide range of clinical services, enhancing professional knowledge and expertise in various healthcare domains.
Contribute to the Trust's high performance ratings, including the ‘Good’ overall rating by the Care Quality Commission and ‘Outstanding’ ratings for forensic services.
SYNOPSIS • FULL DESCRIPTION
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.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.
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.
For further details / informal visits contact: Name: Gordon Turner Job title: Associate Director of Clinical Governance Email address:
SYNOPSIS • FULL DESCRIPTION
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.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.
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.
For further details / informal visits contact: Name: Gordon Turner Job title: Associate Director of Clinical Governance Email address:
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