Head of Patient Experience and Insights

Transformation Unit; East Midlands; Remote; GBP 67,000 - 77,000; Full time

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is seeking a Head of Patient Experience and Insights to provide strategic leadership for patient experience, feedback, PALS and learning across the Trust. You will integrate qualitative and quantitative evidence to identify inequalities, inform priorities and report to executive leaders.

The role leads the patient experience team, collaborates with clinical divisions and external partners, and drives inclusive engagement to ensure

Qualifications

• Educated to first level degree or equivalent.
• Excellent understanding of NHS agenda particularly in field of complaints/ PALS / Litigation governance and risk management.
• Experience of working with patients and patient groups.
• Experience of managing staff and successful implementation of change.
• Able to provide specialised advice concerning complaints management and patient involvement.
• Excellent oral and written communication skills and an ability to work at all levels of the Trust.

Responsibilities

• Provide strategic and operational leadership for patient experience, ensuring that the voices of patients, families and carers inform service planning, delivery and improvement across the Trust.
• Lead the development and implementation of the patient experience strategy, overseeing patient engagement, feedback, complaints and the Patient Advice and Liaison Service (PALS). Ensure concerns are addressed promptly, compassionately and transparently, with effective systems for identifying themes, escalating risks and embedding learning.
• Analyse and triangulate qualitative and quantitative information to produce meaningful insights, identify inequalities in experience and inform improvement priorities. Provide timely reports and assurance to executive leaders, governance committees and the Trust Board, including evidence of actions taken and their impact.
• Work collaboratively with clinical divisions, corporate teams, patients, carers and external partners to strengthen involvement and co-production. Promote accessible and inclusive engagement, ensuring that seldom‑heard voices influence decisions.
• Lead and develop the patient experience team, manage resources effectively and establish clear standards, accountability and performance measures. Foster a culture of listening, responsiveness and continuous improvement, ensuring patient experience is integral to quality governance and organisational decision-making.

Job description

Employer University Hospitals of Derby and Burton NHS Foundation Trust Employer type NHS Site Royal Derby Hospital Town Derby Salary £66,582 - £77,368 per annum Salary period Yearly Closing 23/11/2026 23:59

Head of Patient Experience and Insights

Band 8b

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together.

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

With over 14,000 members of staff, you can expect huge variety and new opportunities every day! Our staff go above and beyond and take pride in caring for our patients.

University Hospitals of Derby and Burton NHS Foundation Trust are fully committed to promoting inclusion, equality, diversity and human rights in employment and delivery of its services. The Trust is committed to providing an environment where all employees, patients, carers and visitors experience equality of opportunity by means of understanding and appreciating the value of diversity.

As a Trust we promote an inclusive environment and welcome applications from a diverse pool of talent and backgrounds. All individuals are valued and given every opportunity to succeed based on merit.

The Trust actively encourages applications from members of our Black, Asian and Minority Ethnic communities. These groups are under-represented in our organisation, and it’s important to us that our workforce reflects the diversity of our communities as much as possible.

Armed Forces and Disability Confident guaranteed interview scheme

To further support the pledges in the Armed Forces Covenant and to make a positive contribution to support ex-armed forces personnel (veterans) make the transition to civilian life, the Trust has introduced a Guaranteed Interview Scheme for veterans who meets the essential criteria set out in the person specification, to help them overcome barriers to find civilian employment. The scheme will operate for all external recruitment.

The Trust is a Disability Confident Employer and committed to both employing and retaining people with disabilities. This commitment is to guarantee an interview for any candidate that has disclosed a disability under the Equality Act 2010 and who meets the essential criteria set out in the person specification. Reasonable adjustments under the Equality Act 2010 will be considered upon request.

if you are blind or visually impaired and require application material in an alternative format- such as Braille, large print, audio or accessible electronic formats or you require support/adjustments with your application please contact the recruitment team on 01332 788466

The Trust is proud to be a signatory of the Care Leavers Covenant and is committed to supporting care-experienced people into employment.

Applicants who identify as a care leaver and who meet the essential criteria for the role, as detailed in the person specification, will be guaranteed an interview.

If you wish to be considered under this scheme, please indicate this within your application.

Join us and help make a real difference to our Trust.

Here’s more about the role and what we’re looking for;

Job overview

The Head of Patient Experience and Insights provides strategic and operational leadership to ensure that the experiences of patients, families and carers shape service delivery, improvement and organisational decision-making across the Trust.

The post holder leads the patient experience strategy and oversees engagement, feedback, surveys, complaints and the Patient Advice and Liaison Service (PALS), promoting compassionate, timely and transparent responses and effective learning.

The role brings together qualitative and quantitative evidence to identify themes, inequalities and emerging risks, inform improvement priorities and provide assurance to executive leaders, governance committees and the Trust Board.

Working with clinical divisions, corporate teams and external partners, the post holder strengthens inclusive involvement and co-production, ensuring that seldom‑heard voices influence service planning and evaluation.

The post holder leads and develops the patient experience team, manages resources and performance, and embeds a culture of listening, accountability and continuous improvement within the Trust's quality governance arrangements.

Main duties of the job

Provide strategic and operational leadership for patient experience, ensuring that the voices of patients, families and carers inform service planning, delivery and improvement across the Trust.

Lead the development and implementation of the patient experience strategy, overseeing patient engagement, feedback, complaints and the Patient Advice and Liaison Service (PALS). Ensure concerns are addressed promptly, compassionately and transparently, with effective systems for identifying themes, escalating risks and embedding learning.

Analyse and triangulate qualitative and quantitative information to produce meaningful insights, identify inequalities in experience and inform improvement priorities. Provide timely reports and assurance to executive leaders, governance committees and the Trust Board, including evidence of actions taken and their impact.

Work collaboratively with clinical divisions, corporate teams, patients, carers and external partners to strengthen involvement and co-production. Promote accessible and inclusive engagement, ensuring that seldom‑heard voices influence decisions.

Lead and develop the patient experience team, manage resources effectively and establish clear standards, accountability and performance measures. Foster a culture of listening, responsiveness and continuous improvement, ensuring patient experience is integral to quality governance and organisational decision-making.

Interview date: w/c 07 December 2026

Working for our organisation

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer:

• Development opportunities, both professional and leadership development


• On-going support from recruitment to when you join our team and beyond.


• Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

• We see on average 4810 OP appointments a day.


• We are the 4th busiest Trauma & Orthopaedic outpatients department in England – an average of 2077 per week.


• An average of 1115 patients are seen in A&Es across our network every day – 3rd largest in the country.


• Our hospitals admit an average of 195 emergency patients daily.


• Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.


• We are one of only 7 Trusts nationally with more than 50 operating theatres.


• We carry out more than 140 elective procedures each working day.


• UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

Detailed job description and main responsibilities

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click on the link to check your eligibility before applying for this post as we may be unable to provide sponsorship Skilled worker: Health and Care Visa | NHS Employers

Important visa information: Due to UK Home Office immigration rule changes effective from 22 July 2025, applicants sponsored under Occupation Code 6131 (Nursing Auxiliaries and Assistants) may not be eligible to bring dependants under the Skilled Worker route if their Certificate of Sponsorship is issued on or after this date. Applicants are responsible for understanding how these rules apply to their individual circumstances. The Trust cannot provide immigration advice. Further information is available on the Skilled Worker visa: Your partner and children - GOV.UK

Your application (for shortlisting purposes) is assessed based on the Person Specification in the job advert (below).

Skilled worker: Health and Care Visa

Read about the Health and Care Visa for employing overseas nationals (excluding Irish citizens) under the points-based immigration system.

Person specification

Education, Training and Qualifications

• Educated to first level degree or equivalent.


• Evidence of continued management/development

Experience

• Excellent understanding of NHS agenda particularly in field of complaints/ PALS / Litigation governance and risk management


• Experience of working with patients and patient groups.


• Experience of managing staff successful implementation of change


• Able to provide specialised advice concerning complaints management and patient involvement.

Communication

• Excellent oral and written communication skills and an ability to work at all levels of the Trust.

Our Trust aims to provide the highest quality care to patients within Derbyshire and South East Staffordshire and we want the very best people to work with us.

Follow us on Twitter @UHDBTrust or find us on Facebook & LinkedIn - UHDB Trust

IMPORTANT INFORMATION

At UHDB, we offer different ways to work flexibly to each and every one of our colleagues, many of whom already work flexibly at all sites of the Trust.

For our roles we are open to discussing the possibility of part-time/ reduced hours/ compressed hours/ flexible start and finish times/ fixed/flexible shifts/annualised hours/ term time hours/ hybrid working – working partly in the trust/partly at home.

Why don’t you talk to us at interview about the flexibility you would like to explore and what it means to you, and we will discuss what’s possible for the job and team, and the opportunities we might be able to create together.

We can’t promise to give you exactly what you want, but we do promise to work with you to look at all the available options.

Most of our posts are subject to a DBS check, however having a criminal record will not necessarily bar you from obtaining a position. Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.

All correspondence relating to your application will be sent to you via our trac.system account. Please ensure that you regularly check your emails; this includes junk/spam, as your security settings may not recognise the sender.

Anyone from outside of the UK (excluding from the Republic of Ireland) will need permission from UK Visas and Immigration (UKVI) to work in the UK and may also need entry clearance before travelling here.

UKVI is responsible for managing migration. To obtain a visa or entry clearance, you will need to meet certain requirements and demonstrate you have the right the work in the UK via:

• the points-based immigration system


• the EU settlement scheme


• eVisa

During the course of its employment activities, University Hospitals of Derby and Burton NHS Foundation Trust collects, stores and processes personal information about prospective, current and former staff.

Our Privacy Notice includes applicants, employees (and former employees), workers (including agency, casual, honorary and contracted staff), volunteers, trainees and those carrying out work experience – please refer to our Privacy Notice available on our Trust website: https://www.uhdb.nhs.uk/information-governance

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AI‑generated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 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.

Name Mark Hill Job title Deputy Chief Nurse Email address [e-mail] Telephone number 01332 340131 Additional information

Garry Marsh - Executive Chief Nurse and Deputy CEO [e-mail]

If you have problems applying, contact

Address Recruitment Team, Workforce Management
Training Centre
Rehab Block, Level 3
Royal Derby Hospital
Derby
Derbyshire
DE22 3NE
Telephone [phone]