The Head of Experience will: Create, promote and enable the embedding of a culture of patient experience and involvement management across the Trust, which is owned and led by the local team / service, focused on the delivery of the Trusts 2030 Strategy relating to experience. Ensure a clear and robust accountability framework and well-defined escalation processes to support the delivery of patient experience and involvement commitments. Create and promote effective relationships with key stakeholders in particular the Charity, Brilliant Basics and national patient experience networks, voluntary and community organisations, NHSE and Commissioners, to improve patient experience and engagement. Manage the workload of the PALS services and ensure that appropriate systems are in place so that all issues and concerns are processed and resolved in a timely, fair and transparent manner, working independently but supportively of healthcare staff providing the service. Ensure appropriate Board level assurance provided through data driven reports regarding complaints, concerns and compliments and identify improvement actions in collaboration with service provider Provide assurance of volunteer service compliance and Trust policy with national legislation, regulations and standards. Oversee the co-ordination of national PLACE inspections and Picker surveys in line with national guidance. Accountable for related Trust board report, improvement plans and benchmark with comparative providers on behalf of the Chief Nurse and Director of Allied Health Professionals Act as a key point of contact and co-ordination of complaints for the Parliamentary and Health Service Ombudsman. Ensure the provision and availability of high quality efficient interpreting and translation services. Monitor Trust compliance with the Accessible Information Standard and reasonable adjustments and provide assurance and improvement plans to the Trust Board.