At a Glance
- Tasks: Lead the complaints team and enhance patient experience at a renowned eye hospital.
- Company: Moorfields Eye Hospital NHS Trust, Europe's largest ophthalmic centre.
- Benefits: Flexible hours, competitive pay, and priority shifts over agency workers.
- Other info: Join a passionate team dedicated to enhancing patient experiences.
- Why this job: Make a real difference in patient care and improve complaint handling processes.
- Qualifications: Experience in managing PALS and complaints with strong communication skills.
The predicted salary is between 46148 - 52809 £ per year.
Moorfields Eye Hospital NHS Trust (MEH) are searching for a passionate and driven Complaints and Patient Experience Support Manager to join their highly skilled team. MEH is a specialist National Health Service (NHS) eye hospital in Finsbury, run by Moorfields Eye Hospital NHS Trust together with the UCLH Institute of Ophthalmology which is adjacent to the hospital, it is the oldest and largest centre for ophthalmic treatment, teaching and research in Europe.
The Role: Interim support is required from an experienced complaints manager to support our complaints and PALS team. We have been implementing a complaints improvement plan which has successfully restored performance against the two main indicators (3 day acknowledgement and 25 day full response). However, more work is required to reduce the backlog of older complaints and ensure that reopened complaints are also managed within the required timescales. In addition, queries from the PHSO need to be tightly managed including any learning or improvement actions. The second part of the complaints improvement plan needs to be implemented including improving complaints handling processes and training, and improving performance monitoring and reporting. We also need support within the patient experience team to help with our roll out of our ‘See the whole person’ patient experience principles programme.
Requirements:
- Substantial working experience of managing a PALS and complaints processes
- Excellent focus and success of meeting deadlines
- Good staff engagement skills
- Excellent complaints drafting skills
Benefits:
- Flexible working hours
- Weekly salary
- Priority of shifts over all agency workers
- Competitive pay
Apply now for this fantastic opportunity by uploading your CV, and a member of our recruitment team will be in touch.
Band 7 Complaints - Patient Experience Support Manager - Moorfields in London employer: Bank Partners
Kingston and Richmond NHS Foundation Trust is an exceptional employer, dedicated to providing high-quality community care while fostering a supportive and collaborative work environment. With flexible working hours and competitive pay, we prioritise the well-being of our staff, ensuring they have the opportunity for professional growth and development within a dynamic healthcare setting. Join us in making a meaningful impact on the health of our local communities in the vibrant boroughs of Kingston and Richmond.
