Patient Experience Manager

Job overview

Are you an excellent communicator with good listening and people skills?  Can you work on your own initiative and be tenacious yet tactful in solving problems?  Are you comfortable talking to people who are emotionally distressed or angry?

An exciting opportunity has arisen for an enthusiastic and hardworking individual to provide leadership and management to the Patient Experience team.  The successful candidate will manage a Divisional PALS and complaints portfolio and also lead on the patient experience function  for their Division.  They would closely with colleagues in the organisation and externally, for example the Parliamentary and Health Service Ombudsman, developing good and effective working relationships.

Main duties of the job

The role requires the person to have good organisational and time management skills, people management skills and the ability to manage competing priorities against tight deadlines.

The role will require the provision of high quality and expert guidance and support to Divisions on resolving and responding to complaints and PALS concerns and to draft responses.  They will also be required to support the provision of data to facilitate the performance management of complaints.  Previous experience of handling complaints and knowledge of the NHS Complaints Regulations, legislation and guidelines is essential.

The provision of reports triangulating data from PALS, Complaints and other forms of feedback and presenting these to the Division is an essential  aspect of the role.  This will enable to the Division to focus on areas for improvement of the patient experience.

To provide line management experience to members of the team

Detailed job description and main responsibilities

The successful applicant will possess excellent listening and interpersonal skills including the ability to demonstrate empathy, impartiality and tact when dealing with contact from patients.  The successful applicant must also be able to recognise the sensitive needs of patients and their carers and be able to communicate complex and sensitive or contentious information with tact, diplomacy and understanding.