Head of Patient Experience.

The Hospital of St John & St Elizabeth; Greater London; On-site; GBP 150,000 - 200,000; Full time

Job summary

A private luxury hospital in Greater London seeks a Head of Patient Experience to enhance service quality and patient feedback systems. This pivotal role involves collaborating with department heads to analyze satisfaction surveys and overseeing the management of formal complaints. The ideal candidate will have nursing registration, management training, and experience in patient care excellence. The role promises growth in a supportive environment, coupled with rich benefits including private healthcare and generous leave allowances.

Benefits

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

27 days annual leave

Blue Light Card discounts

Interest-free season ticket loans

Cycle to work scheme

Free eye check-up vouchers

Free newspaper and media subscriptions

Local Business discounts

Discount in our Hospice Charity shop

Refer a Friend scheme

Responsibilities

• Work with Heads of Departments to share findings from patient satisfaction surveys.
• Innovate ways to gather patient feedback with various stakeholders.
• Respond to formal complaints according to hospital policies.
• Establish a patient involvement group for feedback on projects.

Skills

Professional Registration in Nursing

Management / Leadership training

Experience of management of complaints

Positive and assertive manner

Enthusiasm and commitment to patient care

Good communication skills

Ability to influence and motivate others

Proficient IT skills

BSc / MSc in Healthcare

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 John’s 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 John’s.

What are the Responsibilities of this Head of Patient Experience role?

• 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

Am I the right person for this role?

• 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

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;

When you become part of the HJE Family, these are some of the benefits you will receive:

• Private healthcare scheme worth up to £20,000 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