Patient Experience Lead | Healthcare| Competitive Salary plus excellent benefits | Horley | Part-Time - Permanent

Spire Gatwick Park Hospital have an exciting opportunity for an experienced Patient Experience Lead to join our team on a Permanent basis of 3 days per week which can be flexible to suit your needs and business requirements

In this role you will lead and drive improvements to the patient experience utilising all information available within Spire. Monitor any changes made and ensure initiatives are trialled, reviewed and embedded.

The post holder must demonstrate excellent communication and interpersonal skills with ability to influence change. Must also be able to interrogate data and turn into meaningful actions to deliver positive change.

Duties and responsibilities:

-Hospital’s complaints coordinator - coordinate complaints in conjunction with the Governance Manager, Hospital Director and Director of Clinical Services providing high quality responses that answer all aspects of a complaint and ensure that opportunities to learn and improve from complaints are delivered and embedded into the organisation

-As part of the role the post holder will be expected to lead the complaints process when being interviewed by the CQC or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy.

-Be familiar with CQC regulations, to work with the governance team to maintain good outcomes for CQC inspections and develop plans to be Outstanding.

-Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc.

-Ensure that results from patient satisfaction surveys are discussed at the Clinical Governance Committee to ensure triangulation with clinical effectiveness information.

-To ensure lessons and trends from patient complaints are reviewed, discussed, analysed and acted upon.

Who we're looking for:

• •Educated to a degree level
• Ability to work proactively and independently
• Exceptional team player
• Competence in Microsoft Office packages
• Experience of dealing with patients and other stakeholders
• Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences
  

Benefits:

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

35 days annual leave inclusive of bank holidays

Employer and employee contributory pension with flexible retirement options

‘Spire for you’ reward platform - discount and cashback for over 1000 retailers

Free Bupa wellness screening

Private medical insurance

Life assurance

Save an average of £50 per month with our free onsite car park

Please see the attached benefits leaflet for more information,

We commit to our employees well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

For further information about this role or for an informal conversation about the range of career options available with Spire please contact Penny Lawless on penny.lawless @spirehealthcare.com

Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it’s their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications