North London Hospice is investing in patient experience and feedback with the appointment of a new Patient Experience and Engagement Manager. Liz Perez took up the new role on Monday 24 October and will lead on the development and delivery of the hospice’s Patient Experience and Engagement Strategy.
North London Hospice is committed to improving the experience of patients, families and carers and part of Liz’ remit is to ensure what matters to our patients and carers helps shape change and service development. Feedback is key in enabling us to fill any gaps in training, launch new services and continue to position patients at the centre of everything we do.
Driving improvement through feedback
Liz joined the hospice as a front of house volunteer in March 2019 before joining the quality team in January 2020 where she has been responsible for driving improvement through service user feedback. The new role will see this area of work expanded and Liz will be supported by a new member of staff and an expanded team of volunteers. Together, they will pull together user feedback across all services so it may be used to identify training needs, influence the launch of new services and ensure any lessons are learned. The expanded team will help us to deliver a cohesive approach to improving services and ensure that the patient continues to be at the centre of everything we do.
Liz Perez said: “Together with the PEE team, we will deliver the strategy effectively and find innovative ways of working to demonstrate that service users’ feedback is known and used to drive outstanding service and care across all our services. In essence, our approach is always to ask, listen, learn, implement, and create change which delivers positive outcomes for our patients and their carers.”
Chief Executive Declan Carroll said: “Improving patient experience is our key focus in the coming years and this new role ensures that the crucial feedback that is gathered is used to influence future developments. Liz has a wealth of experience in user feedback and champions the views of our service users so I am delighted she has been appointed to the new role.”
Read more about our Strategic Plan.
