Associate Director Patient Experience Engagement & Quality Improvement

Herefordshire and Worcestershire Health and Care NHS Trust; Birmingham; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

27 days leave (plus bank holidays)

NHS pension

Flexible working

Maternity/paternity/adoption support

Staff networks

Health and wellbeing opportunities

Job summary

Herefordshire and Worcestershire Health and Care NHS Trust is seeking an Associate Director for Patient Experience, Engagement and Quality Improvement. Based at Kings Court 2, the role leads an integrated portfolio and provides strategic leadership, assurance and hands-on improvement expertise across the Trust.

You will translate feedback and data into priorities and measurable benefits, advise the Board on governance and statutory duties, and build strong partnerships with patients, carers and

Qualifications

• Master's level or equivalent senior experience in a relevant field.
• Evidence of continuing professional development in leadership, quality improvement, engagement, co-production or related disciplines.
• Formal qualification in quality improvement, service redesign, organisational development, public engagement or related methodology.
• QSIR practitioner, QSIR facilitator, improvement coaching or equivalent recognised improvement training, with evidence of applying learning to support improvement.

Responsibilities

• Develop and deliver a Trust-wide strategy integrating co-production, engagement, patient experience and quality improvement.
• Lead programmes, manage risks and dependencies, and ensure effective use of resources.
• Provide expert advice to senior leaders and the Board on governance, reporting and escalation.
• Build partnerships with patients, carers, communities, voluntary sector and system partners to drive improvements.
• Travel across Trust sites and partner locations as required and support population health insights to reduce inequalities.

Skills

Leadership

Data analysis

Communication

Stakeholder engagement

Inclusive engagement

Report writing

Education

Master's level or equivalent

CPD in leadership/quality improvement/engagement

Formal qualification in QI/service redesign/organizational development/public engagement

QSIR training (practitioner/facilitator)

Job description

Herefordshire and Worcestershire Health and Care NHS Trust

Associate Director Patient Experience Engagement & Quality Improvement

The closing date is 15 November 2026

We are seeking an experienced and inclusive senior leader to join the Patient Experience, Digital and Innovation Directorate as Associate Director for Patient Experience, Engagement and Quality Improvement. This pivotal role will lead an integrated Trust-wide portfolio spanning co-production, engagement, patient experience and quality improvement, ensuring that patient, carer and community insight drives meaningful service improvement and organisational decision-making. Working with senior leaders, clinical and operational teams, communities and system partners, you will provide strategic leadership, robust assurance and visible improvement expertise. The role is based at Kings Court 2, with travel across Trust and partner locations and flexible working to meet service needs.

Applicants must read the attached guidance notes before submitting your application for full understanding of Trust requirements.

Main duties of the job

You will develop and deliver a Trust-wide strategy that integrates co-production, engagement, patient experience and quality improvement. You will lead recognised improvement approaches, including alignment with NHS IMPACT and the development of QSIR capability across the organisation, and ensure that feedback, lived experience and qualitative and quantitative data are translated into clear priorities, actions and measurable benefits. You will provide expert advice to senior leaders and the Board, including on statutory consultation duties, and establish effective governance, reporting and escalation arrangements. The role will lead designated teams, oversee delegated resources, build partnerships with patients, carers, communities, voluntary sector and system partners, and use population health insight to target improvement and reduce health inequalities.

About us

At Herefordshire and Worcestershire Health and Care NHS Trust, we are working together to deliver outstanding care. We run community hospitals and community health services across Worcestershire and provide mental health and learning disability services across both Herefordshire and Worcestershire.

Our people (all 4500+ of them) provide services for people of all ages, experiencing both physical and/or mental health conditions from over 100 sites.

We will support you to thrive; offer flexible working options for a great work-life balance, help you fulfil your ambitions, and empower you to make positive changes within your team or service. We value diversity and encourage applications from people of all backgrounds, cultures, and ethnicities.

What we offer;

• 27 days leave plus bank holidays, increasing up to 33 days with long service
• Generous NHS pension and enhanced pay when you work unsocial hours
• Flexible and agile working opportunities
• Great maternity, paternity, and adoption support
• Wide range of supportive staff networks
• Health and wellbeing opportunities

If you would like to know more, please visit our website Staff benefits | Herefordshire and Worcestershire Health and Care NHS Trust

Sharing your data -As a data controller we may sometimes need to process your data to pursue our legitimate business interests, for example to request a survey from you (optional), to support the Trusts understanding of where you gained interest in working for the Trust.

Job responsibilities

The post holder will operate with a high degree of autonomy and be accountable for agreed objectives, outcomes and performance standards across the portfolio. They will lead complex programmes, manage risks and dependencies, support workforce capability and ensure effective use of resources. The role requires highly developed leadership, analytical, communication and stakeholder engagement skills, alongside the ability to provide constructive support and challenge in sensitive and complex environments.

For full details of the duties and criteria for the role please refer to the job description and person specification attached.

Person Specification

Qualifications

• Educated to master's level or equivalent level of senior experience in a relevant field.
• Evidence of continuing professional development in leadership, quality improvement, engagement, co-production or related disciplines
• Formal qualification in quality improvement, service redesign, organisational development, public engagement or related methodology.
• QSIR practitioner, QSIR facilitator, improvement coaching or equivalent recognised improvement training, with evidence of applying learning to support improvement

Experience

• Significant senior experience of leading patient experience, engagement, co-production, quality improvement or transformation functions within a complex health or care environment.
• Experience of developing strategies, frameworks and governance arrangements that demonstrate measurable improvement and assurance.
• Experience of working with senior leaders, clinical teams, patients, carers, communities and system partners to shape service improvement
• Experience of developing volunteering, peer support or lived experience programmes that are co-produced with patients, carers and communities and contribute to inclusive engagement, service improvement and reduction of inequalities.

Knowledge

• Specialist knowledge of statutory and regulatory requirements relating to public involvement, engagement and consultation for NHS providers, including the duty to consult and the Gunning Principles.
• Expert knowledge of health inequalities, population health approaches and inclusive engagement methods.

Skills & Abilities

• Highly developed leadership skills with the ability to influence at Board, executive and senior operational levels.
• Ability to analyse complex qualitative and quantitative data and translate insight into clear priorities, actions and measurable outcomes.
• Excellent communication, facilitation and stakeholder engagement skills, including the ability to manage sensitive, complex or contentious issues.
• Ability to design and lead inclusive engagement and co-production approaches that reach diverse and underserved communities.
• Advanced report writing and presentation skills for Board or committee audiences.

Additional Criteria

• Committed to improving patient, carer and staff experience and reducing health inequalities.
• Collaborative, inclusive and compassionate leadership style.
• Able to travel across Trust sites and system partner locations as required.
• Committed to equality, diversity, inclusion and reducing barriers to involvement for patients, carers, staff and communities.

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 name

Herefordshire and Worcestershire Health and Care NHS Trust