Patient Experience Manager

Our Patient Experience Manager will manage the Patient Experience Team and take responsibility for the management of complex complaints and will liaise with the Parliamentary and Health Service Ombudsman (PHSO) and the Local Government and Social Care Ombudsman (LGSCO). They will be an experienced manager and a source of expert practical and theoretical knowledge on complaints regulations and procedure for our Trust, working closely with our Care Group leadership teams to identify and disseminate learning from complaints.

Provide effective leadership to support the development of our Patient Experience Team Be the lead source of expertise on complaints regulations and handling for our Trust, ensuring that new regulations or processes are effectively communicated and embedded Liaise with Care Group leadership teams to ensure the complaints process is managed effectively, improving and maintaining compliance with response targets Review written complaint responses to ensure questions are answered, letters are produced to a high standard, are timely, complete and show sensitivity to the complainant Provide quality assurance for action plans produced by the Care Groups to learn from complaints and improve patient experience Ensure that lessons are learned from complaints and communicated across the Trust Develop and deliver a training programme for our Trust on the management of complaints to ensure the Complaints Standard Framework 2023 is being adhered to and early resolution is encouraged Develop and maintain positive and collaborative working relationships with external partners, for example Healthwatch Provide leadership for Patient Safety Team Ensure processes and procedures are in place to assist service users, relatives and members of the public to express their views easily and accurately about services provided by our Trust, and to access the formal complaints processWhy Work With UsThe Patient Experience Team are a dedicated, caring and friendly team, offering advice and support to patients/clients/service users, their families/carers and the general public.

Patient Experience is part of our Trust’s Corporate Services department. Our Patient Experience manager will link with other Corporate Services, e. g. Patient Safety; Litigation to provide assurance for our Trust Board. For further details / informal visits contact: Name: Faye Sutton Job title: Patient Safety Specialist Email address: faye. sutton@nhs. net Telephone number: 07798745891