Patient Experience Manager

Main area Corporate Services Grade NHS AfC: Band 6 Contract 9 months (Fixed Term to cover maternity) Hours Full time - 37.5 hours per week (N/A) Job ref 220-WHT-3957

Employer Whittington Health NHS Trust Employer type NHS Site Whittington Hospital Town London Salary £47,951 - £56,863 Per Annum Including HCAS Salary period Yearly Closing 12/06/:59

Job overview

The Patient Experience Manager is responsible for supporting the Patient Experience and Voluntary Services team to ensure that patients, their relatives, carers and members of the public are given every opportunity to engage with our services and provide feedback about their experience and that the Trust learns and improves as a result of those experiences.

The Patient Experience Manager in conjunction with the Head of Patient Experience will lead on a range of initiatives to ensure that we involve our community and in particular seldom heard groups, enabling them to feedback effectively and support staff to translate their results from FFT, complaints and national surveys into meaningful practical actions to generate improvements.

Main duties of the job

• Lead on patient experience feedback, including delivery of the Friends and Family Test (FFT) and development of surveys via the IQVIA portal.
• Manage contracts and relationships with FFT and national survey providers on behalf of the Head of Patient Experience.
• Analyse national survey data, producing reports, identifying key issues, and driving improvement actions.
• Produce regular reports (monthly, quarterly, annual) highlighting insights, learning, and actions.
• Support report writing and ensure timely feedback is shared with services.
• Engage patients, carers, and seldom heard groups to gather meaningful feedback through a range of methods.
• Provide leadership to the Patient Experience and Voluntary Services Team.
• Continuously improve feedback systems to ensure data is effective and actionable.
• Coordinate the Patient Experience Group, including agenda setting and minuting.
• Lead and support improvement projects based on feedback, ensuring co design with patients.
• Manage the Patient Experience inbox, ensuring timely and professional responses.
• Support clinical teams to meet targets through training, advice, and hands on support where needed.

Working for our organisation

Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. We aim to employ a workforce which is as representative as possible of this population, and we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief.

Person specification Education / Qualifications

• Graduate level qualifications in a relevant degree, or equivalent qualification/knowledge/experience relevant to the role.
• Evidence of continuing professional development.
• Understanding of patient experience QI methodologies such as co design and national reporting requirements (FFT, National Survey Programme, Surveys).
• Coaching qualification.

Skills & Abilities

• Experience of managing and leading a team.
• Experience of contract management.
• Previous experience of supporting projects within an NHS or healthcare setting.
• Experience of presenting/writing information, presentations, reports, and new opportunities to senior managers and/or clinicians and a range of audiences, both verbally and written.
• Experience of using project management framework.
• Experience of writing business cases.
• Experience of managing and leading meetings.

Knowledge & Experience

• Knowledge of using quantitative and qualitative information to look for trends and outliers, providing evidence based judgments. Ability to review indicators, data sets, trends over time and variation.
• Understanding and awareness of Duty of Candour, PSIRF/Data Protection Act.
• Knowledge of service improvement methodologies and approaches.
• Knowledge of benchmarking tools within the NHS in relation to patient experience.

Safeguarding Children and Adults

• Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children, young people.
• Ensure you are familiar with and comply with the London Multi Agency Safeguarding Vulnerable Adults Pan London Procedures.
• Ensure you are familiar with and comply with local protocols and systems for information sharing.
• Know the appropriate contact numbers and required reporting lines.
• Participate in required training and supervision.
• Comply with required professional boundaries and codes of conduct.

Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.