Job vacancy: Head of Patient Experience, West London NHS Trust, Southall

Job summary

Main area: Trust HQ
Grade: Band 8b
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 222-CORP-898-A

Employer: West London NHS Trust
Employer type: NHS
Site: Trust HQ
Town: Southall
Salary: £67,950 - £78,028 per annum inclusive
Salary period: Yearly
Closing: 08/12/2024 23:59
Interview date: 16/12/2024

Head of Patient Experience

Band 8b

West London NHS Trust provides a full range of mental health, community and physical healthcare services for children, adults and older people living in the London boroughs of Ealing, Hammersmith & Fulham and Hounslow.

We also provide some specialist services that are commissioned regionally, such as our medium secure services; and nationally, such as the Cassel Hospital for people with complex and severe personality disorder and our high secure services at Broadmoor Hospital.

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

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person specification

Qualifications and Training

Essential criteria

Relevant professional knowledge and experience of patient experience processes and regulation.
Evidence of on-going relevant professional development

Desirable criteria

Formal Qualification in a directly related field.
Report writing training.
Clinical qualification

Experience

Essential criteria

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 criteria

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 criteria

Proven ability to use knowledge and experience to analyse complex issues/data through audit
Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management.
Proven ability to develop effective relationships with key stakeholders, both internal and external.

Desirable criteria

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 using SPC Charts.
Proven computer literacy skills in database use such as case management systems, excel.

Personal Qualities

Essential criteria

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. Commitment to personal development.
Ability to take measured and considered actions, whilst supporting the needs of the team, service and Trust

As an employee of West London NHS Trust, you have a responsibility to maintain a sound understanding of, and a commitment to uphold the National Health Service values and principles set out in the NHS Constitution.

We reserve the right to close adverts prior to the closing date stated should we receive a high volume of applications.

By applying for this post you are agreeing to West London NHS Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, you will be required to undergo a pre-employment checks which can take between 4-8 weeks . After which your information will also be transferred into the national NHS Electronic Staff Records system (ESR ).

Please ensure you include email addresses for your referees which MUST be at supervisory or managerial capacity covering the last 3 years of employment to date to avoid delay in the recruitment process.

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

West London NHS Trust is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.