Interview with Terence Joe, Head of Patient Experience and Partnership
What is your background, and why did you want to work at St George’s?
I have worked in health and social care for around 25 years at local councils, in the voluntary sector, and the NHS. My background is in health promotion and public health, with significant experience of developing and managing community development and outreach services.
I was excited about this role at St George’s when I saw it advertised. It offered the opportunity to use my skills in patient experience and involvement, as well as management of the Patient Advice and Liaison Service (PALS), complaints and volunteering. As a born and bred south Londoner (born at Guy’s) I know the area and St George’s well.
What does your role involve?
My job is to make sure patients have outstanding care, every time by making sure we ask the right questions and use the feedback we receive to improve services.
I will also be thinking about our complaints process and how it can be improved for patients, our clinical divisions, and the complaints team.
As well as this, I will be ensuring our volunteering service really values all those who give time to support us, and making sure through our patient partnership work that we listen to all the voices in the communities we serve.
Why is patient experience and partnership so important in the NHS?
Partnership with patients, and building a culture where we value feedback, is essential to providing great care – which is the right of every patient.
What are your priorities?
I’ll be listening, observing, getting to know the Trust, and identifying what can be improved and how.
I’ll also be raising the profile of our Patient Partnership and Experience Group (PPEG), and starting work on the new Patient Partnership and Experience strategy.
What has been your proudest moment – career or personal?
I recently graduated with an MSc in Organisational Behaviour at Birkbeck, University of London. This was after two years of evening lectures and seminars, reading, assignments, exams and missing most of the hot summer of 2018 due to my dissertation! The graduation ceremony was a wonderful celebration of that achievement with fellow students.
Welcome to St George’s Terry!