Patient Experience Manager

We are seeking an enthusiastic and experienced manager for a prestigious new role in our garden at the National Spinal Injuries Centre at Stoke Mandeville.

Main duties of the job

You will be responsible for the smooth running of a thriving, vibrant garden, ensuring the patient and their family are appropriately supported throughout their time in Stoke Mandeville.

This role requires you to manage a large established team of volunteers and work closely with the Gardener who maintains the horticultural standards of the garden and delivers therapeutic horticulture sessions.

You will be managed by the national Patient Experience Lead, as well as developing and maintaining relationships with clinical and non-clinical NHS staff, corporate sponsors, funders, the Fundraising team, and the Events Programme Manager.

About us

Horatios Garden is a nationwide charity creating and nurturing beautifully designed gardens in NHS spinal injury centres. The Patient Experience Manager will be the figurehead/ambassador for the garden.

Job responsibilities

Patient Experience Manager - Horatios Garden, Stoke Mandeville

Location: The National Spinal Injuries Centre, Stoke Mandeville Hospital, Aylesbury

Contract type/hours: Full-time, permanent. 37.5 hours a week, including 5 hours on one weekend afternoon every other week.

We are seeking an enthusiastic and experienced manager for a new role in our garden at Stoke Mandeville.

Horatios Garden is a nationwide charity creating and nurturing beautifully designed gardens in NHS spinal injury centres. The Patient Experience Manager will be the figurehead/ambassador for the garden.

You will be responsible for the smooth running of a vibrant garden, supporting patients and their families throughout their recovery process.

This role involves managing a large team of volunteers, working closely with the Gardener, and developing social and therapeutic activities, especially on weekend afternoons.

The garden is designed to be accessible and supportive for patients at all recovery stages, with activities including crafts, quizzes, seasonal celebrations, and workshops.

This is a fantastic opportunity for a confident, proactive individual with excellent communication and relationship-building skills, capable of working with diverse groups including patients, NHS staff, volunteers, and charity teams.

Key Responsibilities include:

• Develop relationships with patients and families to enhance their experience
• Collaborate with NHS clinical teams and voluntary services
• Monitor patient experience and impact of the garden
• Manage volunteers to ensure smooth garden operations
• Maintain social and arts activity programs, liaising with the Events Programme Manager
• Host corporate events and fundraising activities
• Work with fundraising teams to generate income
• Balance garden management to benefit patients and external visitors
• Represent the garden at events and speaking engagements
• Coordinate with the communications team for messaging
• Oversee budgeting and administrative tasks

Knowledge, Skills and Experience

• Excellent interpersonal skills and relationship development
• Leadership and team management experience
• Experience working with volunteers
• Stakeholder engagement and networking skills
• Confident public speaking abilities
• Experience in delivering social events
• Budget management skills
• Proficiency with Microsoft Office 365
• Experience in healthcare settings, preferably NHS
• Interest in the wellbeing benefits of gardens and therapeutic activities
• Digital photography skills
• Supplier management experience

Qualities

• Professional, confident, and empathetic
• Excellent communication and relationship skills
• Calm under pressure
• Adaptable and organized
• Self-motivated with the ability to work independently

Safeguarding

Our charity is committed to safeguarding and promoting the welfare of vulnerable people. All appointments are subject to DBS, medical, and reference checks, in line with our safer recruitment practices.