Head of Patient Experience

The Hospital of St John and St Elizabeth; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A prestigious private hospital in London is seeking a skilled Head of Patient Experience to enhance quality care and drive patient feedback initiatives. Responsibilities include collaborating with department heads to analyze patient satisfaction data and addressing complaints. The ideal candidate possesses a Professional Registration in Nursing, a strong commitment to patient care, and experience in managing complaints. This role is crucial for ensuring high-quality services centered on patient needs.

Qualifications

• Registered Nurse with relevant professional credentials.
• Proven track record in managing complaints and patient feedback.
• Strong influencing and motivational skills.

Responsibilities

• Collaborate with department heads to analyze and share patient satisfaction data.
• Innovate new methods for acquiring patient feedback.
• Handle formal complaints per the hospital's policy.
• Establish a patient involvement group for feedback.

Skills

Professional Registration in Nursing

Management of complaints

Ability to influence and motivate others

Positive and assertive manner

Commitment to excellent patient care

Education

BSc/MSc in Healthcare

Job description

Go back The Hospital of St John and St Elizabeth

Head of Patient Experience

The closing date is 05 January 2026

We are looking for an experienced and flexible Head of Patient Experience to support our Director of Patient Safety & Quality Improvement.

Main duties of the job

The post holder will be responsible for ensuring systems are in place to provide meaningful feedback from patients and the public about the quality of all Hospital and Hospice services with effective reporting, analysing of data and shared learning. Ultimately driving service and quality improvements, resulting in excellent patient experience. This is a key post to ensure the provision of high quality, responsive services with the needs of the patient placed at the centre of care delivery.

About us

Located in leafy St Johns Wood on the Jubilee line, minutes from Central London, our luxury private Hospital has an international reputation for providing the highest quality of care to patients and is unique in that all profits fund our onsite Hospice, St Johns.

Job responsibilities

• To work in partnership with Heads of Departments to analyse and share key findings of patient satisfaction survey results with teams and across the wider organisational agenda, assessing these against service standards
• To consider new innovative ways to continue to gain feedback from patient experience, working closely with Director of Patient Safety, Chief Nursing Officer, Heads of Departments, Marketing and Survey Providers.
• To respond to all formal complaints according the quality standards set out in the Hospital complaints policy and ISCAS, across the three stages of complaints management.
• Establish a patient involvement group to provide involvement and feedback into key projects

Person Specification

Job Criteria

• Professional Registration in Nursing
• Experience of management of complaints and gaining patient feedback
• Positive and assertive manner
• Enthusiasm and commitment to excellent patient care and continuous improvement
• Ability to influence and motivate others.
• BSc/MSc in Healthcare

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

The Hospital of St John and St Elizabeth