2274 - Patient and Carer Experience Lead

NHS; Barnsley; On-site; GBP 31,000 - 38,000; Part time

Job summary

A leading healthcare institution in Barnsley is seeking a Patient and Carer Experience Lead to enhance service delivery through patient feedback. This role involves leading initiatives and collaborating with clinical teams to ensure patient-centric care. The ideal candidate will excel in communication, have a strong analytical background, and be committed to equity and inclusion. The position offers a part-time contract with a salary range of £31,049 to £37,796 annually.

Qualifications

• Proven experience in patient experience or service improvement within the NHS.
• Strong analytical skills to interpret feedback and report effectively.

Responsibilities

• Lead NHS Friends and Family Test and explore innovative approaches.
• Build strong partnerships with patients, carers, and stakeholders.

Skills

Excellent communication, influencing, and facilitation skills

Strong organisational and analytical abilities

High emotional intelligence and compassion

Commitment to equality, diversity, and inclusion

Education

Educated to degree level or equivalent experience

Tools

Microsoft Office packages

Job description

Overview

Interview Date: TBC

Join our passionate and forward-thinking Patient Experience Team at Barnsley Hospital NHS Foundation Trust, where your leadership will directly shape how patients, carers, and families experience our care. The role involves being at the heart of driving improvements that matter — translating feedback into action, championing compassionate care, and embedding the voice of patients into every level of service delivery.

Youll lead on trust-wide initiatives to enhance patient and carer involvement, support the development and oversee experience workstreams, and collaborate with clinical and operational teams to co-design services that reflect what truly matters to those we serve.

Responsibilities

• Leading the NHS Friends and Family Test, ensuring performance targets are met and exploring innovative approaches.
• Support the management and CBU improvement planning of national surveys as well as supporting local surveys and championing diverse feedback mechanisms.
• Enhancing the quality and accessibility of patient information through a growing database.
• Supporting the implementation and review of Trust policies that influence patient experience.
• Building strong partnerships with patients, carers, and stakeholders to embed feedback into service transformation.
• Collaborating with CBU 3 to deliver service improvements aligned with Trust-wide priorities.
• Driving initiatives that improve access and equity for patients with protected characteristics.

Duties

As the Patient and Carer Experience Lead, you will play a vital role in supporting CBU 3 to enhance the quality of care by driving service improvements rooted in real patient and carer feedback. Youll be the voice of our patients translating their experiences into actionable insights that shape compassionate, inclusive, and high-quality services.

To thrive in this role, youll need to be a confident communicator and collaborator, able to engage with patients, carers, and staff at all levels. Youll bring strong analytical skills to interpret feedback and present it in meaningful ways that influence change. Your ability to manage complex conversations with empathy, lead group discussions, and work both independently and as part of a team will be key.

What we’re looking for

Were looking for someone with:

• Excellent communication, influencing, and facilitation skills.
• Strong organisational and analytical abilities.
• High emotional intelligence and compassion.
• A commitment to equality, diversity, and inclusion.

Qualifications and experience

• Educated to degree level or equivalent experience of working within a patient experience or service improvement environment in the NHS within the Acute sector.

Knowledge and awareness

• Knowledge and understanding of theory, methodologies, frameworks and tools relating to patient experience/service improvement.
• Understanding of NHS policy and the operation of the NHS and wider health and social care economy.
• Knowledge of NHS regulatory policies/procedures and legislation.
• Knowledge of the quality improvement agenda within the NHS.
• NHS Complaints procedures and PALS service delivery.
• Experience in data capture, analysis and reporting relating to service delivery/patient experience.
• Computer literate with demonstrable experience of using Microsoft Office packages, e.g Word, Excel, Access, PowerPoint, internet access, email.

Desirable

• Demonstrable experience of influencing decision making within an organisation.
• Knowledge of using risk management software packages to report on emerging trends and themes from wider patient feedback mechanisms.

Experience

• Experience of working with patient, public and staff to improve and inform service delivery and improvement within the NHS.
• Experience of working within an Acute Hospital/provider environment.
• Experience of customer service delivery/methodology to drive improvement in service delivery.
• Experienced in using data capture, analysis and reporting methods to inform service delivery/improvement.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Barnsley Hospital NHS Foundation Trust

Pogmoor Road, Barnsley, South Yorkshire, S75 2EP

Website: https://www.barnsleyhospital.nhs.uk

Details

Date posted: 01 September 2025

Pay scheme: Agenda for Change

Band: Band 5

Salary: £31,049 to £37,796 a year pro/rata

Contract: Permanent

Working pattern: Part-time, Flexible working

Reference number: C9163-2274E-09-25

Job locations: Pogmoor Road, Barnsley, South Yorkshire, S75 2EP

Sponsorship

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link on the right hand side of the advert to check your eligibility, please note that band 2 and 3 entry roles are no longer eligible for sponsorship.

DBS check

The cost of the DBS (criminal records check) for Band 6 and above roles will only be met by the successful candidate(s) through salary deduction.

About us

We reserve the right to close positions early.

Barnsley Hospital NHS Foundation Trust is a high performing Trust, currently rated Good by the Care Quality Commission (CQC) and achieving significant progress in the delivery of our strategic objectives, including our ambition to be the best Place to Work.

We scored best in the country in the most recent NHS Staff Survey for teamwork, compassionate leadership, and supporting work/life balance. In 2024's survey, the Trust also scored above average in every theme of the NHS People Promise the promise NHS colleagues make to each other to improve the experience of working in the NHS for everyone.

We are proud of the commitment of our colleagues to ensuring a strong and sustainable future and our organisation is highly valued by our local communities.

There has never been a better time to join Barnsley Hospital. It is moving at pace and a we can do this attitude is evident right through the organisation.

Barnsley Hospital NHS FT is committed to promoting equality of opportunity and fair treatment to all applicants.

For individuals who may require sponsorship under the skilled worker or health & care visa route, please check eligibility as noted above.