Patient Experience Manager

Are you an excellent communicator with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who are emotionally distressed or angry? An exciting opportunity has arisen for an enthusiastic and hardworking individual to provide leadership and management to the Patient Experience team. The successful candidate will manage a Divisional PALS and complaints portfolio and also lead on the patient experience function for their Division. They will work closely with colleagues in the organisation and externally, for example the Parliamentary and Health Service Ombudsman, developing good and effective working relationships. The role requires good organisational and time management skills, people management skills, and the ability to manage competing priorities against tight deadlines. The role involves providing high-quality, expert guidance and support to Divisions on resolving and responding to complaints and PALS concerns, including drafting responses. The candidate will also support data provision to facilitate the performance management of complaints. Previous experience handling complaints and knowledge of NHS Complaints Regulations, legislation, and guidelines is essential. An essential aspect of the role is providing reports that triangulate data from PALS, Complaints, and other feedback sources, presenting these to the Division to highlight areas for improvement in the patient experience. The role includes line management responsibilities for team members. Chelsea and Westminster Hospital NHS Foundation Trust is one of England\’s top-performing and safest trusts. We operate two main acute hospital sites—Chelsea and Westminster Hospital and West Middlesex University Hospital—along with award-winning clinics across North West London. Our nearly 7,500 staff care for a diverse population of 1.5 million, providing full clinical services, including maternity, A&E, and children’s services, plus specialist HIV and sexual health clinics. The Care Quality Commission rates us \’Good\’ in safety, effectiveness, care, and responsiveness, and \’Outstanding\’ in leadership and resource use. We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and Westminster and an £80m Ambulatory Diagnostic Centre at West Middlesex. We are committed to equal opportunities and believe that diversity drives innovation and excellence. We actively welcome applications from individuals from the global majority, veterans, and underrepresented communities. We value the unique perspectives and experiences that diverse teams bring and are dedicated to creating an environment where all voices are heard, respected, and empowered to succeed. If you haven’t heard from us within three weeks of the closing date, your application was likely unsuccessful. Employment is subject to a six-month probationary period. Some roles may require weekend shifts at multiple sites. For further details or informal visits, contact: Name: Tracey Pettit Job title: Head of PALS and Complaints Email: tracey.pettit@nhs.net Telephone: 020 3315 8817 #J-18808-Ljbffr