The Patient Experience Lead will provide expert support for all matters relating to PALS and FFT, in addition to supporting the management of corporate and Trust-wide (ie: not specific to borough or service lines) complaints and concerns. The Patient Experience Lead is expected to work in collaboration with the Head of Patient Experience, Quality and Safety Managers, and Complaint Managers to support the successful resolution or conclusion of concerns, complaints or feedback received. It is expected that the post holder will work closely with the Head of Patient Experience to pro-actively identify and systematically address any gaps in the Trust’s patient experience processes, methods, pathways and performance. To support the Head of Patient Experience to deliver and meet the West London NHS Trust clinical governance strategy, related policies and statutory expectations. To assume responsibility for the handling, delivery and resolution of the internal Trust functions of corporate (non-borough/service line specific) complaints and concerns, Trust-wide PALS and FFT services. The post holder will contribute to the triangulation of information from across the Trust, as well as from across the Health and Care sector in order to provide updates in relation to patient experience performance, and support learning across the Trust. 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’ overall by 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. 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. This advert closes on Sunday 31 May 2026