Patient Experience Lead

Job overview

The Patient Experience Lead will provide expert support for all matters relating to PALS and FFT, in addition to supporting the management of corporate and Trust-wide (ie: not specific to borough or service lines) complaints and concerns.

The Patient Experience Lead is expected to work in collaboration with the Head of Patient Experience, Quality and Safety Managers, and Complaint Managers to support the successful resolution or conclusion of concerns, complaints or feedback received.

It is expected that the post holder will work closely with the Head of Patient Experience to pro-actively identify and systematically address any gaps in the Trust’s patient experience processes, methods, pathways and performance.

Main duties of the job

To support the Head of Patient Experience to deliver and meet the West London NHS Trust clinical governance strategy, related policies and statutory expectations.

To assume responsibility for the handling, delivery and resolution of the internal Trust functions of corporate (non-borough/service line specific) complaints and concerns, Trust-wide PALS and FFT services.

The post holder will contribute to the triangulation of information from across the Trust, as well as from across the Health and Care sector in order to provide updates in relation to patient experience performance, and support learning across the Trust.

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.