About this role
Job summary
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.
About us
West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.
Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.
The Trust is rated as 'Good' overallby the Care Quality Commission. Forensic services are rated as 'Outstanding'.
The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.
Job description Job 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.
Person Specification
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
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
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.
Knowledge/skills Essential
Proven ability to use knowledge and experience to analyse complex issues/data Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale. Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management. Proven ability to develop effective relationships with key stakeholders. Proven ability to deliver on plans and meet expectations
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 Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts. Proven ability to deliver training requirements coherently and accurately Familiarity with Datix reporting system
Personal Qualities Essential
Excellent communication and listening skills A strong desire to continually strive for improvement, both personally and organisationally Self-motivated and able to prioritise and work well under pressure. Be able to effectively manage sensitive situations.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name West London NHS Trust
Address Trust HQ
Southall
UB2 4SA
United Kingdom
Employer's website https://www.westlondon.nhs.uk (Opens in a new tab)