Overview

Salary: up to £45,000 per annum depending on experience

Shift hours: Permanent

We have an exciting new opportunity to join the healthcare sector of  Compass Group as a Patient Experience Manager based at teh Royal Surrey County Hospital in Guildford. The Patient Experience Manager is responsible for successfully developing, monitoring, co-ordinating and reporting on client/customers surveys and improvement initiatives across all sites and services.

The Patient Experience Manager will work closely with the Training Manager and HR Manager to implement a cultural change programme to support the improvement of patient/user satisfaction scores.

As a new role, your responsibilities will develop and evolve over time but will include:

  • Working closely with client stakeholders to develop and implement surveys focused on improving patient/user satisfaction.
  • Promoting client awareness of the patient experience programme.
  • Maintaining and analysing the contract complaints and compliment log – identifying trends and incorporating recommendations into improvement initiatives.
  • Responsibility for the effective implementation of patient/user satisfaction improvement programs.
  • Developing service improvement initiatives relating to patient/user satisfaction with site/service leads, monitoring compliance and progression.
  • Responsibility for monitoring compliance within the patient experience program.
  • Co-ordinating activities of employee engagement champions across the contract
  • Responsibility for preparation and implementation of specific development and training plans relating to patient satisfaction improvement.
  • Monitoring employees demonstrating the patient experience program orientation towards customers and clients.

This is a really exciting new role for someone who can demontrate the following skills and experience:

  • Experience in delivering cultural change / continuous improvement programmes that have had a measurable improvement of user satisfaction.
  • The ability to communicate effectively in written format and oral presentations with a wide range of stakeholders at many levels.
  • The ability to analyse and present information to a wide range of stakeholders at many levels.
  • A real passion for service delivery with a people minded approach
  • Experienced in delivering training and engaging presentations

Reference: compass/TP/517601/79159/KD

Location: Guildford