Patient Experience & Insights Leader

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

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