Job requirements
Requirements from the employer’s person specification. These describe the role, not your personal match.
Essential
13 listedRequirements the employer expects applicants to meet.
- Knowledge
Proven ability to use knowledge and experience to analyse complex issues/data through audit
- Knowledge
Familiarity with the use and management of online FFT data capture platforms (Civica / iqvia etc)
- Knowledge
Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
- Knowledge
Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
- Knowledge
Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
- Knowledge
Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management
- Knowledge
Proven ability to develop effective relationships with key stakeholders, both internal and external.
- Experience
Demonstrable experience relating to patient experience in a large NHS (or similar) organisation
- Experience
Experience of preparing and leading meetings for the review of complex complaints and their outcomes
- Experience
Experience of working collaboratively across professional boundaries and with external agencies
- Experience
Experience of managing a team of patient experience advisors and complaints managers
- Qualifications and Training
Relevant professional knowledge and experience of patient experience processes and regulation.
- Qualifications and Training
Evidence of on-going relevant professional development
Desirable
8 listedAdditional qualities the employer would prefer.
- Knowledge
Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
- Knowledge
Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts.
- Knowledge
Proven computer literacy skills in database use such as case management systems, excel.
- Experience
Experience of implementing change in practices and procedures
- Experience
Sound understanding of the health and social care landscape, and the place of patient/carer experience within this
- Qualifications and Training
Formal Qualification in a directly related field
- Qualifications and Training
Report writing training
- Qualifications and Training
Clinical qualification
Job overview
The Interim Head of Patient Feedback (fixed-term) 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 feedback mailboxes and other entry points for patient feedback are managed optimally and effectively, using a robust clearly understood process and system
Ensure that the Trust PALS is fit for purpose, responsive and performing at an optimum level.
Lead on the development and improvement of the Trust patient experience FFT platform (hosted by Civica), scorecard and appropriate metrics, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust’s performance review, service-line reports etc.
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, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust’s performance review, service-line reports etc.
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.
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Applying for this NHS job
This advert is for Head of Patient Feedback with West London NHS Trust in Southall, England. It is listed as a Band 8 Head of service role. The advertised salary is £72,719 - £83,505 per annum inclusive. The contract type is Fixed term: 12 months (Covering Sickness). The application deadline is 15 Sep 2026.
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