Complaints & Patient Experience Manager

Moorfields NHS Trust are seeking an experienced Complaints & Patient Experience Manager for their City Road site.

This role is a temporary contract for 6 months offering 37.5 hours per week with hybrid working available ( 3days in office & 2 wfh)

The Trust has recently implemented a new 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.

Applicants will be required to have the essential skills & experience listed below and step straight in to support the team with this work.

Essential

• 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.

Desirable

• Experience of working on complaints improvement plans
• Experience of working in patient experience teams and rolling out patient experience programmes