2274 - Patient and Carer Experience Lead

NHS; Barnsley; On-site; GBP 35,000 - 45,000; Full time

Job summary

A prominent healthcare institution in Barnsley is seeking a Patient and Carer Experience Lead. You will lead initiatives that enhance patient involvement, translate feedback into action, and collaborate with teams to improve the quality of care. The ideal candidate will possess excellent communication skills, a degree-level education, and a strong emotional intelligence. This role offers a chance to make a real difference in patient experience and is situated in a progressive healthcare environment.

Benefits

Supportive team environment

Opportunities for professional development

Involvement in meaningful patient care initiatives

Qualifications

• Experience in patient experience or service improvement within the NHS.
• Knowledge of NHS policies and quality improvement agenda.
• Experience in data capture and analysis related to service delivery.

Responsibilities

• Lead initiatives to enhance patient and carer involvement.
• Translate patient feedback into actionable insights.
• Collaborate with clinical teams to co-design services.

Skills

Excellent communication skills

High emotional intelligence

Strong organisational abilities

Ability to engage with diverse groups

Education

Degree level education or equivalent experience

Tools

Microsoft Office

Data analysis tools

Job description

2274 - Patient and Carer Experience Lead

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.

You’ll 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.

Key responsibilities include:

• 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 survey 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.

Main duties of the job

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. You’ll 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, you’ll need to be a confident communicator and collaborator, able to engage with patients, carers, and staff at all levels. You’ll 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.

We’re 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.

If you’re passionate about improving patient experience and want to make a real difference, we’d love to welcome you to our supportive and progressive team. You’ll also be expected to demonstrate the Trust’s values and behaviours in everything you do.

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 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.

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.

Job responsibilities

Job Description for Patient & Carer Experience Lead

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Person Specification

Qualifications

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

Trust Values

• In around 100 words please describe what Equality & Diversity means to you and why they are important.
• In around 100 words please describe an example of where you have helped to improve the service of a department.

Personal Attributes

• Consideration and compassion for others.
• To have a non-judgmental and inclusive approach to engagement and involvement of patients and public.
• High levels of emotional intelligence.
• 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.
• 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.
• Experience of working in service improvement/audit/customer service functions within the NHS.

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.