Patient Experience Lead

As Patient Experience Lead, you will play an integral part of enhancing and driving patient and family experience at The Walton Centre. You will be responsible for managing the day to day administration and investigation of concerns and complaints in line with the Trust policy and procedure. You will manage your own caseload and upon receipt triage concerns and complaints identifying the most appropriate method of resolution. You will be required to produce reports and data to present at the relevant Divisional Meeting sharing any trends and cross cover with the other Patient Experience Lead and and when required. You will lead engagement with patients and families to seek their feedback on the services and care that we provide., · Manage the day-to-day administration and investigation of complaints including complex complaints ensuring high provision of standard and aiming to reach a resolution within agreed timescales.
· To have the responsibility to manage a case load of concerns and complaints, grading on the severity and identifying the most appropriate method of resolution. Identifying areas involved, clarifying key questions, and tailoring the response appropriately in line with the Policy and process.
· Produce regular and accurate reports, both qualitative and quantitative on complaints, identifying any trends or themes ensuring these are escalated appropriately.
· Plan, facilitate, record and transcribe meetings between complainants and divisions to assist in the local resolution process.
· Lead engagement with patients, families, carers to seek and share feedback to drive improvements and embed Patient & Family Centred Care (PFCC) in line with Trust strategies.
· Cross cover with other Patient Experience Manager as required.
· Deputise for the Head of Patient Experience (HoPE) as and when required.

The Walton Centre NHS Foundation Trust is the only NHS trust to hold dual accreditation for the Investors in People. We invest in people and we invest in wellbeing standards and have been awarded Gold status for both. The Walton Centre is a leader in the treatment and care of neurology and neurosurgery, placing the patient and their family at the heart of everything we do. As the only specialist hospital trust in the UK dedicated to providing comprehensive neurology, neurosurgery, spinal and pain management services we are proud to be rated as an Outstanding Trust by the Care Quality Commission (CQC), and champion change throughout the field of neuroscience. Originally formed in 1992, the Trust received Foundation Trust status in 2009.
With around 1,450 staff, The Walton Centre treats more than 127,000 outpatients and 18,000 inpatients each year. We have leading specialists and incredibly dedicated staff delivering excellent clinical outcomes for brain, spinal and neurological care nationally and internationally. Teams across our site in Fazakerley, Liverpool, offer a world-class service in diagnosing and treating injuries and illnesses affecting the brain, spine and peripheral nerves and muscles, and in supporting people suffering from a wide range of long-term neurological conditions.