Chief Patient Experience & Complaints Leader

Gloucestershire Hospitals NHS Foundation Trust

Gloucester

On-site

GBP 60,000 - 86,000

Full time

3 days ago

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Job summary

Gloucestershire Hospitals NHS Foundation Trust is seeking an experienced leader to head Complaints and PALS within the integrated Patient Experience and Voice team. You will hold delegated accountability for the Trust's Complaints and PALS services and serve as senior adviser on NHS complaints handling.

The role focuses on compassionate, fair, timely resolution and learning, translating feedback into safer, more inclusive care, with oversight of complex cases and ensuring compliance with NHS

Qualifications

Substantial senior management experience leading Complaints and PALS services in an acute NHS provider Trust.
Expert knowledge of NHS complaints legislation, regulation and PHSO NHS Complaint Standards.
Assured communicator with strong analytical, negotiation, mediation and conflict-resolution skills.

Responsibilities

Provide visible operational leadership for safe, compassionate, accessible and effective Complaints and PALS services.
Act as senior specialist adviser on NHS complaints handling and ensure compliance with legislation, guidance and standards.
Oversee complex, high-risk or unresolved cases involving patient safety, safeguarding, legal proceedings or Ombudsman review.
Lead a visible and responsive PALS service for early resolution of urgent concerns.
Identify themes and risks from feedback to support governance and learning.

Job description

The role focuses on compassionate, fair, timely resolution and learning, translating feedback into safer, more inclusive care, with oversight of complex cases and ensuring compliance with NHS

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