Head of Patient Feedback
West London NHS Trust
Southall, UB2 4SA
Salary
£72,719 to £83,505
Contract
Fixed-Term
Hours
Not specified
Closing date
15 September 2026
12 days left
Job description
The Interim Head of Patient Feedback (fixed-term) will manage and continuously develop the Trust's ability to respond to and learn from compliments, f...
Support and assist with the handling of formal complaints received, in accordance with the Trust's Complaints and Feedback policy and ensure compliance with national targets
Ensure that the Trust feedback mailboxes and other entry points for patient feedback are managed optimally and effectively, using a robust clearly understood process and system
Ensure that the Trust PALS is fit for purpose, responsive and performing at an optimum level.
Lead on the development and improvement of the Trust patient experience FFT platform (hosted by Civica), scorecard and appropriate metrics, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust's performance review, service-line reports etc.
In line with the Trust Learning Framework, ensure learning from all Local Services complaints is incorporated into an iterative process to ensure learning is assimilated across the Trust
Lead on the development of a Trust patient experience scorecard and appropriate data metrics, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust's performance review, service-line reports etc.
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.
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.
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
- Experience of managing a team of patient experience advisors and complaints managers
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
Essential
- Proven ability to use knowledge and experience to analyse complex issues/data through audit
- Familiarity with the use and management of online FFT data capture platforms (Civica / iqvia etc)
- 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
- 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.
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
1 September 2026
Last checked
2 September 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
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