# Head of Patient Feedback > NHS job listing from Job Clerk for West London NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/head-of-patient-feedback/05b3b3e2-3620-4278-8b65-1b62edc447c7 - **Markdown:** https://www.jobclerk.com/job/head-of-patient-feedback/05b3b3e2-3620-4278-8b65-1b62edc447c7.md ## Summary - **Status:** Live - **Employer:** West London NHS Trust - **Location:** St Bernard's Hospital - **Workplace type:** onsite - **Profession:** Head of service - **Grade:** Band 8 - **Salary:** £72,719 - £83,505 per annum inclusive - **Contract type:** Fixed term: 12 months (Covering Sickness) - **Employment type:** Full time - 37.5 hours per week - **Closing date:** 2026-09-15T22:59:00.000Z - **Posted:** 2026-09-01T01:55:41.796Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/London/Southall/West_London_NHS_Trust/Trust_HQ/Trust_HQ-v8262036 - **Application URL:** https://apps.trac.jobs/job-advert/8262036?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.westlondon.nhs.uk ## Job Content ### 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. ## Person Specification ### Knowledge **Essential** - Proven ability to use knowledge and experience to analyse complex issues/data through audit - Familiarity with the use and management of online FFT data capture platforms (Civica / iqvia etc) - 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** - 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. ### Experience **Essential** - 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 - Experience of managing a team of patient experience advisors and complaints managers **Desirable** - 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 ### Qualifications and Training **Essential** - Relevant professional knowledge and experience of patient experience processes and regulation. - Evidence of on-going relevant professional development **Desirable** - Formal Qualification in a directly related field - Report writing training - Clinical qualification ## Documents - [candidate pack (pdf, 816.3kb)](https://www.healthjobsuk.com/documents?vdoc=10575988) - [oh requirements (pdf, 304.6kb)](https://www.healthjobsuk.com/documents?edoc=3067) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.