West London NHS Trust
Head of Patient Feedback
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Interim Head of Patient Feedback (fixed-term)
The Interim Head of Patient Feedback (fixed-term) will manage and continuously develop the Trust’s ability to respond to and learn from compliments, feedback, and complaints. The person will:
- Provide expert advice and leadership on issues relating to feedback and complaints received in relation to Local Services
- Act as the main point of contact for all PHSO, MP, and ICB enquiries made on behalf of patients or carers
- Work closely with relevant stakeholder and user groups to ensure that the patient and carer voice is heard
- Take a proactive role in supporting clinical service lines to deliver and meet expected complaint response targets and to ensure learning is identified and shared
The role will contribute to the triangulation of information across the Trust, in relation to feedback and complaints, and continually support learning.
Responsibilities
- 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.
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About West London NHS Trust
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.
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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’ overall by 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.
Contact Information
For further details / informal visits contact:
- Name: Gordon Turner
- Job title: Associate Director of Clinical Governance
- Email address: gordon.turner7@nhs.net
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