Head of Patient Experience in London

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
• 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

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.

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