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Patient Experience and Feedback Manager

Job Description

We are working with an NHS organisation in London to appoint a Clinical Governance: Patient Experience and Feedback Manager with flexible/remote working from home and some on-site.

This is an interim role for 3 months initially with a potential extension, working on an hourly rate between £31.52 - £39.78, working inside IR35 (through an umbrella solution company).

The post holder will manage, oversee, develop, and improve Patient Experience and Feedback processes to include complaints, concerns, PALS, Patient Experience, FFT etc.

Key responsibilities will include:

  • Lead in development and implementation of the Patient Experience Strategy, lead on the review of the Management of Complaints, Concerns, Comments & Compliments policy;

  • Draft regular reports to the Clinical Governance Group and the Quality Committee reporting on performance, effectiveness, and improvement projects;

  • Effectively manage a team of staff, developing strong collaborative relationships with the Clinical Governance team colleagues and clinical service lines;

  • Delivering the strategies supporting patient experience priorities to continuously improve our services;

  • Lead on improving FFT response rates and quality of feedback in guidance with the CQC survey;

  • Develop strong working relationships with Healthwatch, Carers Group and other local stakeholders, sit on the Trust Service User and Carer Experience Sub-committee and other relevant forums and groups;

  • Ensure Trust policies are followed and specifically all policies relating to Patient

  • Experience, contributing to any changes in policy.

The ideal candidate will have:

  • Specialist knowledge and experience of the Patient Experience agenda in the NHS

  • Experience working in the NHS – preferably mental health

  • Ability to work effectively with a wide range of people / organisations / groups; and skilled in-service change and improvement.

If you are interested in the role, please contact Ria Healy on 0161 241 9672 and send a copy of your updated CV to ria.healy@finegreen.co.uk along with your availability and rate.