Head of Patient Experience

HJE; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading private healthcare provider in Greater London is seeking an experienced Head of Patient Experience. This role is crucial for ensuring high-quality responsive services and driving service improvements based on patient feedback. The candidate will also work closely with various departments to manage complaints and enhance patient involvement. Ideal applicants will have professional nursing registration, strong communication skills, and a commitment to patient care excellence. Competitive benefits and opportunities for career progression are included.

Benefits

Private healthcare scheme worth up to £20,000 per year

27 days annual leave

Cycle to work scheme

Career progression and increments

Qualifications

• Minimum of 5 years experience in a similar role.
• Strong commitment to improving patient care and outcomes.
• Proven ability to analyze and present data effectively.

Responsibilities

• Work with Heads of Departments to analyze patient satisfaction survey results.
• Develop and implement new ways to gain patient feedback.
• Respond to formal complaints in line with hospital policy.
• Establish a patient involvement group for feedback and involvement.

Skills

Professional Registration in Nursing

Management / Leadership training

Experience of management of complaints and gaining patient feedback

Good communication skills

Ability to influence and motivate others

Proficient IT skills

Education

BSc / MSc in Healthcare

Job description

We are looking for an experienced and flexible Head of Patient Experience to support our Director of Patient Safety & Quality Improvement. 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.

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.

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

Qualifications

• 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

Benefits

• Private healthcare scheme worth up to 20000 per year
• 27 days annual leave
• Blue Light Card discounts
• Interest-free season ticket loans
• Cycle to work scheme
• Free eye check-up vouchers with contribution towards lenses
• Free newspaper and media subscriptions
• Local Business discounts
• Discount in our Hospice Charity shop
• Refer a Friend scheme
• Free Cinema Society Membership offering discounted tickets
• Personal development and training courses
• Annual events and recognition awards
• Career progression and increments
• For employees joining us from the NHS we can provide continuation of your NHS pension

Why apply for this role

At our organisation we are passionate about providing our employees with a supportive and engaging environment. As well as ongoing development and training we offer our employees a wide range of benefits;

If you are ready for a new challenge and relish the chance to become part of a successful forward thinking organisation then we would love to hear from you.

Employment Type: Full-Time

Experience: years

Vacancy: 1