The Head of Patient Experience provides strategic leadership and oversight of the Patient Experience function, ensuring effective management of complaints, enquiries and feedback relating to services commissioned or provided by the ICB.
The post holder is responsible for delivering a high-quality, compassionate and compliant service for patients, service users and their families, ensuring alignment with statutory requirements, national guidance and best practice. The role leads the development and effective use of patient experience insight to inform quality improvement, commissioning decisions and organisational learning, acting as a key link between patient voice and system performance.
The Head of Patient Experience operates as a senior advisor across the organisation and system, supporting colleagues to manage complex cases, respond appropriately to concerns, and ensure that learning from feedback is embedded into serv...