Job summary The Deputy Director of Patient Engagement and Experience is such an exciting and impactful role at UHNM. We really do want to keep our people at the centre of all we do and give our local population a better health care experience and this comes from truly knowing and understanding the needs of our people. This role will lead our brilliant Patient Engagement Team and will provide strategic leadership and direction for patient involvement, experience, and engagement across the Trust and integrated care system footprint. This role ensures that patient voice is embedded at Board level and throughout service design, delivery, and evaluation, influencing organisational culture and strategic priorities. The post holder will lead the Trust-wide Patient Experience and Engagement Strategy, aligning with national policy, NHS Long Term Plan, and CQC Well-Led Framework. They will drive system-level collaboration with ICS partners, VCSE organisations, and community stakeholders to ensure inclusive engagement and co-production. The role includes oversight of patient feedback intelligence, complaints, PALS, volunteering, and public involvement functions, ensuring statutory compliance and continuous improvement. The Deputy Director will act as a principal advisor to the Executive Team and Board on patient experience and involvement in service delivery. Main duties of the job Responsibility for Our Trust's Patient Relations, Complaints, Patient and Carer Experience, Involvement and Volunteer services. Responsible for the strategic and operational management for the whole patient experience portfolio and for supporting the Trust to improve people's experience of care leading the delivery of the patient experience strategy and objectives. They will identify the support needs for improving relational care aspects of patient experience and identify resource requirements and actions needed to sustain improvements across the patient experience portfolio. They will work in partnership with patients, the public and third sector organisations to embed learning and improvement from patients' experiences across the Trust and will lead the delivery of a programme of service improvement targeted at priorities identified bypatients and their families and carers as areas for action. Building and maintaining effective working relationships with internal and key external stakeholders. Deal with highly sensitive complaints and contentious issues requiring a high degree of resilience, tact and diplomacy. The post holder willwork closely with Care Group Nursing Directors and heads of services and the communications team to deliver a deeper understanding of the aims and values of patient experience which will inform the standards and behaviours that underpin a patient and family cantered approach to care which has compassion at its core. About us University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales. All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential. UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust. At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve. Job description Job responsibilities Develop and implement a five-year Patient Experience & Engagement Strategy, ensuring alignment with ICS priorities and the NHS Ten Year Plan. Interpret and translate national policy and regulatory requirements into actionable Trust-wide frameworks Lead strategic planning for patient involvement, ensuring measurable improvements in experience and outcomes. Represent the Trust at local, regional and national forums, influencing policy and sharing best practice. Build strategic alliances with Healthwatch, local authorities, (VCSE) Voluntary Care Sector partners, and patient and carer groups. Ensure co-production and lived experience panels inform service redesign and transformation programmes. Provide Board-level assurance monthly reports on patient experience performance, equality impact, and engagement compliance. Develop and manage a responsive service to manage complaints, PALS, and patient feedback systems in a timely manner, ensuring learning is embedded in all governance processes. Benchmark Trust performance against peer organisations and lead improvement programmes across the Trust in collaboration with the Care Groups triumvirate. Drive digital inclusion and innovative engagement methods, including real-time feedback and virtual involvement platforms in collaboration with the patient engagement team to deliver timely responses in line with Trust values. Lead research and development initiatives to transform and advance patient experience methodologies as a major part of the role Deliver and support cultural change programmes to embed patient-centred care across all services, in partnership with Organisational Development teams Job description Job responsibilities Develop and implement a five-year Patient Experience & Engagement Strategy, ensuring alignment with ICS priorities and the NHS Ten Year Plan. Interpret and translate national policy and regulatory requirements into actionable Trust-wide frameworks Lead strategic planning for patient involvement, ensuring measurable improvements in experience and outcomes. Represent the Trust at local, regional and national forums, influencing policy and sharing best practice. Build strategic alliances with Healthwatch, local authorities, (VCSE) Voluntary Care Sector partners, and patient and carer groups. Ensure co-production and lived experience panels inform service redesign and transformation programmes. Provide Board-level assurance monthly reports on patient experience performance, equality impact, and engagement compliance. Develop and manage a responsive service to manage complaints, PALS, and patient feedback systems in a timely manner, ensuring learning is embedded in all governance processes. Benchmark Trust performance against peer organisations and lead improvement programmes across the Trust in collaboration with the Care Groups triumvirate. Drive digital inclusion and innovative engagement methods, including real-time feedback and virtual involvement platforms in collaboration with the patient engagement team to deliver timely responses in line with Trust values. Lead research and development initiatives to transform and advance patient experience methodologies as a major part of the role Deliver and support cultural change programmes to embed patient-centred care across all services, in partnership with Organisational Development teams Person Specification Qualifications and Experience Essential oEvidence of higher level study at Masters Level; Alternatively working knowledge and experience at an equivalent level oProfessional training delivery qualification or equivalent experience of delivering and facilitating in challenging environments oPortfolio of certified/accredited professional development activity undertaken in relevant areas and significant experience of leading in this area. Knowledge, skills and Experience Essential Experience of working across boundaries to develop networks with key stakeholders with using highly developed persuasive, motivational and negotiating skills. Excellent experience in managing and moving Complaint handling to extract learning and experience of innovative ways to prevent future concerns The ability to skilfully integrate theory and practice through the effective development and delivery of learning programmes and events which take full account of relevant learning methodologies, principles and paradigms Excellent skill-set and Experience of leading in challenging areas and always seeking to improve Patient Experiences Person Specification Qualifications and Experience Essential oEvidence of higher level study at Masters Level; Alternatively working knowledge and experience at an equivalent level oProfessional training delivery qualification or equivalent experience of delivering and facilitating in challenging environments oPortfolio of certified/accredited professional development activity undertaken in relevant areas and significant experience of leading in this area. Knowledge, skills and Experience Essential Experience of working across boundaries to develop networks with key stakeholders with using highly developed persuasive, motivational and negotiating skills. Excellent experience in managing and moving Complaint handling to extract learning and experience of innovative ways to prevent future concerns The ability to skilfully integrate theory and practice through the effective development and delivery of learning programmes and events which take full account of relevant learning methodologies, principles and paradigms Excellent skill-set and Experience of leading in challenging areas and always seeking to improve Patient Experiences 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.. Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the. From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.. Employer details Employer name University Hospital of North Midlands NHS Trust Address Royal Stoke University Hospital Site Newcastle Road Stoke on Trent ST4 4QG United Kingdom Employer's website