Job summary
We are looking for an experienced and flexible Head of Patient Experience to support our Director of Patient Safety & Quality Improvement.
Main duties of the job
The post holder will be responsible for ensuring systems are in place to provide meaningful feedback from patients and the public about the quality of all Hospital and Hospice services with effective reporting, analysing of data and shared learning. Ultimately driving service and quality improvements, resulting in excellent patient experience. This is a key post to ensure the provision of high quality, responsive services with the needs of the patient placed at the centre of care delivery.
About us
Located in leafy St Johns Wood on the Jubilee line, minutes from Central London, our luxury private Hospital has an international reputation for providing the highest quality of care to patients and is unique in that all profits fund our onsite Hospice, St Johns.
Job description
Job responsibilities
- To work in partnership with Heads of Departments to analyse and share key findings of patient satisfaction survey results with teams and across the wider organisational agenda, assessing these against service standards
- To consider new innovative ways to continue to gain feedback from patient experience, working closely with Director of Patient Safety, Chief Nursing Officer, Heads of Departments, Marketing and Survey Providers.
- To respond to all formal complaints according the quality standards set out in the Hospital complaints policy and ISCAS, across the three stages of complaints management.
- Establish a patient involvement group to provide involvement and feedback into key projects
Job description
Job responsibilities
- To work in partnership with Heads of Departments to analyse and share key findings of patient satisfaction survey results with teams and across the wider organisational agenda, assessing these against service standards
- To consider new innovative ways to continue to gain feedback from patient experience, working closely with Director of Patient Safety, Chief Nursing Officer, Heads of Departments, Marketing and Survey Providers.
- To respond to all formal complaints according the quality standards set out in the Hospital complaints policy and ISCAS, across the three stages of complaints management.
- Establish a patient involvement group to provide involvement and feedback into key projects
Person Specification
Job Criteria
Desirable
- Professional Registration in Nursing
- Management / Leadership training
- Experience of management of complaints and gaining patient feedback
- Positive and assertive manner
- Enthusiasm and commitment to excellent patient care and continuous improvement
- Good communication skills
- Ability to influence and motivate others.
- Proficient IT skills
- BSc/MSc in Healthcare
Person Specification
Job Criteria
Desirable
- Professional Registration in Nursing
- Management / Leadership training
- Experience of management of complaints and gaining patient feedback
- Positive and assertive manner
- Enthusiasm and commitment to excellent patient care and continuous improvement
- Good communication skills
- Ability to influence and motivate others.
- Proficient IT skills
- BSc/MSc in Healthcare
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
