Head of Patient Experience and Insights

University Hospitals of Derby and Burton NHS Foundation Trust; New Zealand; On-site; NZD 167,000 - 215,000; Full time

Benefits offered by this job

Development opportunities

Staff benefits including EAP, gym, on‑

Onsite fitness classes

Car schemes

Job summary

University Hospitals of Derby and Burton NHS Foundation Trust is recruiting for the Head of Patient Experience and Insights. This role provides strategic and operational leadership to ensure patient, family and carer experiences shape service delivery and decision-making across the Trust.

You will lead the patient experience strategy, oversee engagement, feedback, surveys, complaints and PALS, and translate qualitative and quantitative evidence into action.

Job description

A Vacancy at University Hospitals of Derby and Burton NHS Foundation Trust. 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. Provide strategic and operational leadership for patient experience and insights, 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, surveys, 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. Closing date of applications - 23 November 2026 Interview date - w/c 07 December 2026

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 4thbusiest 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.