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Verified Skilled Worker sponsor

Head of Patient Feedback

West London NHS Trust

Southall, UB2 4SA £72,719 – £83,505 a year Fixed-Term Posted 1 September 2026 Apply by 15 September 2026

Home Office register entry: West London NHS Trust, Southall

Visa sponsorship

This role is listed by an employer that holds a live Home Office sponsor licence on the Skilled Worker route.

NHS roles fall under the Health and Care Worker route. Public reference figures for that route: the general salary minimum is £25,000 a year, and salaries set by national pay scales (NHS bands) at or above the relevant band rate typically meet the occupation's requirement. Individual eligibility depends on personal circumstances. These figures are public reference information, not advice or a verdict on this job.

Role description

Job summary

The Interim Head of Patient Feedback (fixed-term) will manage and continuously develop the Trust's ability to respond to and learn from compliments, feedback and complaints. The person will manage and continuously develop the Trust's responsiveness to patient / carer compliments, feedback and complaints. In addition, the person will: provide expert advice and leadership on issues relating to feedback and complaints received in relation to Local Services; act as the main point of contact for all PHSO, MP and ICB enquiries made on behalf of patients or carers; work closely with relevant stakeholder and user groups to ensure that the patient and carer voice is heard; and take a pro-active role in supporting clinical service lines to deliver and meet expected complaint response targets and to ensure learning is identified and shared. The role will contribute to the triangulation of information across the Trust, in relation to feedback and complaints, and continually support learning.

Main duties of the job

Support and assist with the handling of formal complaints received, in accordance with the Trust's Complaints and Feedback policy and ensure compliance with national targets

Ensure that the Trust feedback mailboxes and other entry points for patient feedback are managed optimally and effectively, using a robust clearly understood process and system

Ensure that the Trust PALS is fit for purpose, responsive and performing at an optimum level.

Lead on the development and improvement of the Trust patient experience FFT platform (hosted by Civica), scorecard and appropriate metrics, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust's performance review, service-line reports etc.

In line with the Trust Learning Framework, ensure learning from all Local Services complaints is incorporated into an iterative process to ensure learning is assimilated across the Trust

Lead on the development of a Trust patient experience scorecard and appropriate data metrics, to provide complaints and feedback information for inclusion in internal and external reporting systems e.g. Trust's performance review, service-line reports etc.

About us

West London NHS Trust is one of the most diverse healthcare providers in the UK, delivering a range of mental health and physical healthcare and community services. The Trust runs Broadmoor Hospital, one of three high secure hospitals in the country, with an international reputation.

Our high secure services care for patients from South of England and we provide low and medium secure services across eight London boroughs. The Trust also provides mental and physical healthcare in three London boroughs (Ealing, Hounslow and Hammersmith & Fulham). We employ over 5,000 staff, of whom 59% are BME. Our turnover for 2024-25 is over £500m.

The Trust is rated as 'Good' overallby the Care Quality Commission. Forensic services are rated as 'Outstanding'.

The Trust is an established partner and contributor in the development of the evolving North West London Integrated Care System and the Integrated Care Board. The Trust leads the NW London Children and Adolescent Mental Health provider collaborative.

Details

Date posted

01 September 2026

Pay scheme

Agenda for change

Band

Band 8b

Salary

£72,719 to £83,505 a year per annum inclusive

Contract

Fixed term

Duration

12 months

Working pattern

Full-time

Reference number

222-CORP-017

Job locations

Trust HQ

Southall

UB2 4SA

United Kingdom


Job description

Job responsibilities

The Candidate Pack provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience and knowledge required. Please view as attached

The person specification below is not the full person specification, but outlines the criteria against which your application form will be assessed.

Person Specification

Qualifications and Training

Essential

  • Relevant professional knowledge and experience of patient experience processes and regulation.
  • Evidence of on-going relevant professional development

Desirable

  • Formal Qualification in a directly related field
  • Report writing training
  • Clinical qualification

Experience

Essential

  • Demonstrable experience relating to patient experience in a large NHS (or similar) organisation
  • Experience of preparing and leading meetings for the review of complex complaints and their outcomes
  • Experience of working collaboratively across professional boundaries and with external agencies
  • Experience of managing a team of patient experience advisors and complaints managers

Desirable

  • Experience of implementing change in practices and procedures
  • Sound understanding of the health and social care landscape, and the place of patient/carer experience within this

Knowledge

Essential

  • Proven ability to use knowledge and experience to analyse complex issues/data through audit
  • Familiarity with the use and management of online FFT data capture platforms (Civica / iqvia etc)
  • Demonstrable ability to produce high quality concise reports and narratives, often within a tight timescale.
  • Demonstrable ability to accurately proofread, edit and revise complex and/or clinical written information for the lay reader.
  • Proven ability to work collaboratively with clinical colleagues from a wide variety of disciplines.
  • Proven understanding of statutory and mandatory responsibilities regarding patient experience and complaints management
  • Proven ability to develop effective relationships with key stakeholders, both internal and external.

Desirable

  • Knowledge of quality improvement and assurance principles and processes relevant to healthcare settings.
  • Proven ability to collate information from various sources and to summarise such information concisely using SPC Charts.
  • Proven computer literacy skills in database use such as case management systems, excel.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

West London NHS Trust

Address

Trust HQ

Southall

UB2 4SA

United Kingdom


Employer's website

https://www.westlondon.nhs.uk

Apply now

Last verified against our ingestion on 2 September 2026; sponsor register dataset 2026-08-25.