Head of Patient Experience & Engagement

Job summary

This post forms part of the departmental senior leadership team responsible for the delivery of the Trust's Quality Strategy and vision to ensure 'Excellent Care for all' through the delivery of safe, effective and high quality services, that ensure the people who use our services, their families, carers and visitors receive a positive experience.

The post holder will be responsible for providing leadership and expertise for the management of patient experience, including the investigation and resolution of enquiries (PALs), complaints and ombudsman cases, managing the collection of feedback to identifying areas for quality improvement, and building a stong network of community ties to support engagement work in Experience and Quality Improvement.

Main duties of the job

Senior Patient Experience Manager - 8B

The post holder will be responsible for;

• Promoting a proactive, positive, evidenced-based and Trust wide approach to gathering and acting upon patient experience information. Ensuring that staff, people who use our services, their families, carers and others receive a response to feedback, which is efficient, effective and insightful of the impact across all aspects of trust business.
• Facilitating a culture that improves quality through leading and managing all aspects of the Trust's Patient Experience Procedures including complaints, concerns, comments, compliments and surveys in line with current Government Legislation, Regulations, Policy Guidance and good practice.
• Informing and advising the Chief Executive, Trust Board, Governors and partners on all aspects relating to patient experience, including responsiveness to complaints and recommended action for practice development.
• Ensuring that the Trust learns from complaints and other service experience information to positively stimulate service improvement.
• Building strong engagement links with the local community to support engagement work in the reduction of health inequalities.

About us

Croydon Health Services NHS Trust provide hospital and community services from a number of community and specialist clinics throughout Croydon.

These include:o Croydon University Hospitalo Purley Hospitalo The Sickle Cell and Thalassaemia Centre in Thornton Heatho Community bases at Purley, Sanderstead, New Addington, Broad Green, Woodsideo A minor injuries unit in New AddingtonThe Trust was formed on 1st August 2010 through the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust. Around 3,500 staff provide services for a population of over 360,000 people who are relatively young with a high level of ethnic diversity.Our Vision:"Excellent integrated care for you and your family, when and where you need it"Our 5 key 'Here for you' promises to the people of Croydon are:o You feel cared for by helpful and welcoming staffo You feel in safe hands with highly professional staffo You feel confident in your treatment from skilled teams of compassionate clinicianso You feel we value your time with convenient appointments, minimal waiting and care closer to homeo You feel it's getting better all the time as we continue to improve our services

We are one of 17 Trusts in the country who have been accepted as national pioneers on staff engagement and empowerment, through the adoption of "Listening into Action" as a new way of working. The approach we are taking to "Listening into Action" is new and different.