Patient Experience Lead | West London NHS Trust

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Job Responsibilities

• Provide expert support for matters related to PALS and FFT, and manage corporate and Trust‑wide complaints and concerns.
• Collaborate with the Head of Patient Experience, Quality and Safety Managers, and Complaint Managers to resolve or conclude concerns, complaints, or feedback.
• Work closely with the Head of Patient Experience to proactively identify and address gaps in the Trust’s patient experience processes, methods, pathways, and performance.
• Support the delivery of the Trust’s clinical governance strategy, related policies, and statutory expectations.
• Assume responsibility for the handling, delivery, and resolution of internal Trust functions including corporate complaints and Trust‑wide PALS and FFT services.
• Contribute to the triangulation of information across the Trust and the broader Health and Care sector to provide updates on patient experience performance and support learning.

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