Complaints & Patient Experience Manager

The post holder will be responsible for supporting the day to day running of the complaints service for the organisation. The post holder will ensure that the complaints service meets the needs of our patients, working to rapidly resolve complaints and concerns in a manner which ensures that learning is utilised to improve patient experience. The post holder will work with divisional teams to ensure that complaints and concerns are handled and responded to in a manner which meets the needs and expectations of our patients.Will deputise for the Head of Patient Experience.Will provide day-to-day supervision and leadership for staff working within the service.The post holder will support the delivery of a service which is compliant with mandatory and statutory requirements and is efficient and sustainable. They will support the continuous development and improvement of the service. The post holder will work with divisions to ensure that appropriate data is available to them to drive performance and improvement work.Will ensure compliance with PHSO guidance for complaint handling.Will identify opportunities for improvement and efficiency and will advocate for fiscal responsibility within the service.Will work collaboratively with staff in the divisions to ensure that complaints are handled professionally and responded to in a timely manner.Will support the smooth running of the unit by ensuring that complaints and concerns tracking is timely and accurate and that this information is shared appropriately.Will act as a professional role model and ambassador for the organisation:leading by example in regard to behaviour, attitudes, conduct and appearance.Will provide advice as required on all aspects of complaints in accordance with policy.Strategy and PlanningTo support the development, dissemination and implementation of Trust policy and procedures in relation to patient experience.Management of complaintsTo support with development, coordination and monitoring of effectivepolicies/procedures to handle complaints received by the Trust, in line with national guidance. To ensure that all formal complaints are acknowledged and forwarded to the appropriate team for investigation, and that each is dealt with appropriately in accordance with the national complaints process, having sought the appropriate consent where necessary, and within the agreed target times.The Hillingdon Hospitals NHS Foundation Trust is the only acute Hospital in the London Borough of Hillingdon and offers a wide range of services including accident and emergency, inpatient care, day surgery, outpatient clinics and maternity services. The Trust’s services at Mount Vernon Hospital include routine day surgery, delivered at a modern treatment centre, a minor injuries unit and outpatient clinics.The safety and well-being of our patients and of our staff is paramount and we are making urgent improvements to address this – particularly in infection prevention and control. We are making progress and going forward by working in partnership with local GPs, charities,community services, academic partners, our local authority, neighbouring hospitals and the wider North West London Integrated care system, and ensuring that we listen and work in partnership with our local population. We are absolutely focused on ensuring that our hospitalsprovide high quality, safe and compassionate care, while drive forward the building of the new Hillingdon Hospital.We have over 3,500 members of staff that are proud to care for nearly half a million people, with a vision to be an outstanding provider of healthcare through leading health and academic partnerships, transforming services, to provide the best care where needed.For further details / informal visits contact: Name: Ms Lileath James Job title: Head of Patient Experience Email address: lileath.james1@nhs.net