Head of Patient Experience and Insights

University Hospitals of Derby and Burton NHS Foundation Trust; East Midlands; On-site; GBP 70,000 - 90,000; Full time

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is inviting applications for a Head of Patient Experience and Insights. The role provides strategic and operational leadership to shape service delivery by listening to patients, families and carers, turning feedback into improvements across the Trust.

You will oversee engagement, surveys, complaints and PALS, triangulate evidence, and collaborate with divisions and external partners to ensure inclusive involvement.

Qualifications

• First degree or equivalent.
• Experience in complaints management and patient involvement.
• Experience with NHS governance and risk management.
• Experience leading patient experience teams.

Responsibilities

• Provide strategic and operational leadership for patient experience.
• Lead development and implementation of the patient experience strategy.
• Analyse qualitative and quantitative data to identify trends and inform priorities.
• Work with divisions, patients, carers and external partners to strengthen involvement and co-production.
• Lead and develop the patient experience team and manage resources.

Skills

NHS governance

Complaints management

PALS

Stakeholder engagement

Education

First degree

Job description

University Hospitals of Derby and Burton NHS Foundation Trust

Head of Patient Experience and Insights

The closing date is 23 November 2026

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

About us

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.

Job 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 AIgenerated 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.

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.

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

University Hospitals of Derby and Burton NHS Foundation Trust