Patient Experience Manager

Job summary

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

About us

Chelsea and Westminster Hospital NHS Foundation Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites--Chelsea and Westminster Hospital and West Middlesex University Hospital--along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children's services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us 'Good' in safety, effectiveness, care, and responsiveness, and 'Outstanding' in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex.

We are committed to equal opportunities and believe that diversity drives innovation and excellence. As part of our dedication to equity, we actively welcome applications from individuals from the global majority, veterans and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are committed to creating an environment where all voices are heard, respected, and empowered to succeed."

If you haven't heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period.

Some roles may require weekend shifts at multiple sites.