Experience of Care Lead

NHS; United Kingdom; Hybrid; GBP 47,000 - 55,000; Full time

Job summary

A prominent health organization in the UK is seeking a manager for their Experience of Care Team to enhance patient and carer experiences. This role involves leading staff, managing feedback processes, and preparing reports for the Trust Board. Ideal candidates should have a Master's qualification or equivalent experience and management training. Competitive salary of £47,810 to £54,710 offered with flexible working options.

Benefits

Flexible working options

Comprehensive training opportunities

Supportive work environment

Qualifications

• Experience at managerial level in health or social care.
• Experience in complex situations and managing complaints.
• Ability to present training and prepare reports.

Responsibilities

• Lead management of the Experience of Care Team.
• Communicate with internal and external staff regarding care functions.
• Identify and advise on complaint themes and trends.

Skills

Effective communication

Analytical skills

Leadership

Organizational skills

Customer care skills

Presentation skills

Education

Masters qualification or equivalent experience

Healthcare qualification (desirable)

Job description

Job summary

The role of the Safe and Compassionate Care Team is to effectively manage a diverse range of clinical service governance across a large geographical area. It ensures that the safety, quality and effectiveness of systems/processes and relationships are coordinated and delivered to their optimum at all times. The Safe and Compassionate Care Team needs to remain flexible and responsive, supporting varying levels of clinical need and demand throughout the Trust.

Main duties

To lead the delivery and management of the Experience of Care Team (Patient Advice and Liaison Service (PALS), patient and carer experience and complaints) component of the Safe and Compassionate Care Team.

• Directly line manage the Volunteer Coordinator, Family Liaison Practitioner, Lived Experience Lead for Experience of Care and Experience of Care Coordinator.
• To ensure the patient and carer feedback processes and information systems are robust.
• To provide timely, accurate reports as required relating to PALS, patient and carer experience and complaints.

About us

Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,900 staff, and serving a population of over 768,400, our people lie at the heart of everything we do.

You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of “outstanding” for well-led and “good” overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We\'re really proud of this!

We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff.

Whether you\'re taking the first exciting steps in your career, itching for a new challenge or searching for a better place to raise a family, Lincolnshire has a range of rewarding health and social care careers in a county that\'s friendly, fascinating, affordable and brimming with everything you need to live a happy life. Visit beinlincolnshire.com to find out more.

Details

Date posted: 30 September 2025

Pay scheme: Agenda for change

Band: Band 7

Salary: £47,810 to £54,710 a year per annum

Contract: Permanent

Working pattern: Full-time, Flexible working, Home or remote working

Reference number: 274-11695-COR-A

Job locations: Sleaford/Hybrid - to be agreed, Beacon Lane, Lincoln, LN1 1FS

Job responsibilities

To communicate clearly and effectively with all relevant internal and external staff and representatives regarding ongoing experience of care functions and processes. To manage and maintain the participation of staff and patients in organisation-wide initiatives and requirements. To identify themes/trends in complaints/claims over time and advise regarding action needed. To develop, create and author a broad range of reports as required by the Trust Board, operational Directorate and other stakeholders such as the commissioners. To work with all staff on obtaining feedback on patient and carer satisfaction with service provided by the Trust. Responsible for the local implementation of patient feedback procedural/policy changes across the organisation. To work with staff across the organisation in actively promoting local resolution to complex situations/complaints where the post holder is required to analyse and interpret the situation to evaluate the best way forward from the range of possible options. To provide practical support in stressful and difficult situations and with the handling of challenging behaviours.

Person Specification

Qualifications

• Essential: Masters qualification or experience in a subject related to the requirements of this job or equivalent experience and training (for example, complaints handling); evidence of complaint resolution

• Desirable: Management training
• Desirable: Relevant healthcare qualification
• Desirable: Recognised complaint handling qualification/training
• Desirable: Clinical Professional Registration

Experience

• Essential: Experience at managerial level in health or social care, or equivalent
• Essential: Previous experience of work in environments with challenging and complex situations
• Essential: Experience of communicating with a wide range of public and staff through different media (verbal and written)
• Essential: Experience of preparing and presenting training packages
• Essential: Previous experience of managing staff and budgets
• Essential: Experience of working with the public in a statutory or voluntary role
• Desirable: Experience of preparing and presenting reports at Board level and to external bodies

Skills

• Essential: Ability to work on own initiative and manage own time to meet deadlines and competing demands
• Essential: Ability to produce accurate work of a high presentational standard
• Essential: Ability to analyse and interpret data and information
• Essential: Enthusiastic and highly motivated
• Essential: Committed to ongoing personal development
• Essential: Excellent organisational/time management skills
• Essential: Dealing with service user feedback and good customer care skills (internal and external)

Other

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 to check for any previous criminal convictions.

UK Registration: Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer

Lincolnshire Partnership NHS Foundation Trust

Address: Sleaford/Hybrid - to be agreed, Beacon Lane, Lincoln, LN1 1FS