Job Summary
An exciting new opportunity has arisen for a Patient and Carer Experience Lead within our Quality team. The post holder will work with patients and carers to ensure we listen, understand and use their experience in the continuous Quality Improvement of our services. We are seeking a friendly, compassionate and people centred individual to join us as we develop forums in which patient and carers can engage and share their experience. This will build on our existing Friends and Family Test results, complaints processes and Patient and Liaison Services (PALs).
The post holder will work with staff across all of our services, engaging with different patient cohorts and understanding what matters to them and how we can learn from this experience to make a difference. They will ensure the feedback and any actions that result are shared with our staff and that they support improvement and change.
About Us
ECCH is a well established health care provider delivering NHS care within the community since 2011. We provide a range of NHS, community health and social care services predominantly across the easterly region of the Norfolk/Suffolk borders. We are aligned to NHS terms and conditions and offer employee benefits. We are a social enterprise and staff owned organisation, allowing staff to opt to be shareholders and influence how ECCH is run. We work in partnership with the community to become the provider and employer of choice for community healthcare. The role may close earlier than the advertised closing date once sufficient applications are received.
Details
* Date posted: 01 September 2025
* Band: 7
* Salary: £47,810 to £54,710 per year
* Contract: Permanent
* Working pattern: Full-time, Flexible working
* Location: Hamilton House, Battery Green Road, Lowestoft, Suffolk NR32 1DE
Job Description
Job responsibilities
We Listen, We Learn, We Lead
* Contribute to, support and promote ECCH’s strategic direction, values and culture in relation to Patient Experience and engagement.
* Manage day-to-day patient experience processes within ECCH in relation to complaints, feedback, compliments, interpreting services and PALs enquiries.
* Identify potential for service developments, risk and deficits through the management of complaints and feedback.
* Design, implement and review pathways and guidelines to ensure the patient/carer voice is represented.
* Develop and refine processes to monitor, evaluate and audit patient experience and engagement to meet targets and report to Locality governance groups.
* Communicate effectively at all levels of the organisation and with stakeholders including health professionals, patients and carers.
* Maintain high performance for the service area and monitor goals to ensure quality outcomes are developed and maintained.
* Provide leadership and manage stakeholder relationships within the service area and support teams under pressure.
* Monitor and benchmark standards to enable comparison with other providers.
* Signpost patients, families and carers to tailored education, advice and support that may relate to symptoms and lifestyle changes beneficial to health.
* Foster a learning environment and maximise opportunities for education and development to improve care delivery.
* Manage difficult conversations that may be emotive or sensitive.
* Contribute to the development of policies and processes reflecting patient and carer experience and engagement.
* Develop and lead strategies to engage with patients and carers, ensuring their voices are heard up to Board level.
* Promote awareness of patient and carer codesign and coproduction across ECCH staff.
* Identify mechanisms for patient and carer feedback that engages them in codesign and coproduction of clinical service delivery.
* Produce information formats that inform patients and carers how to share experiences and engage with us.
* Responsible for day-to-day line management of direct reports in line with ECCH policies.
My Accountability, My Responsibility
* Take responsibility for personal and professional development; maintain competence and skills.
* Record data accurately and report around patient experience to the Head of Quality for Quality Committee, Board and other forums.
* Demonstrate effective and compassionate communication both verbally and in writing.
* Work with Health, Social Care, Voluntary and other partners to provide routes for patients and carers to share experiences and engage with services.
* Maintain professional behaviour in line with relevant codes of conduct.
* Maintain clear records in accordance with ECCH policy and professional standards.
* Lead investigations of complaints and disseminate learning identified.
* Understand, follow and implement ECCH policies and procedures and influence working practices accordingly.
* Contribute to the clinical governance agenda through risk assessment and clinical audit.
* Create an environment that supports high quality clinical services and staff wellbeing.
* Ensure high standards of record keeping.
* Ensure compliance with Health and Safety Policy, Fire and Environmental Waste Regulations.
* Deputise for the Head of Quality to support Patient Experience and Engagement.
Respect Our Resources: People, Time and Money
* Take responsibility for cost-effective management and safe use of equipment, and contribute to cost improvement planning.
* Analyse themes from patient experience and engagement and share learning across the organisation.
Work Together, Achieve Together
* Coordinate investigation of complaints within ECCH and with other providers where applicable.
* Negotiate roles and actions with patients, carers and health professionals to achieve outcomes.
* Ensure learning from patient experience is shared and that patients, carers and staff are involved in the learning process.
* Work with patients and carers to empower informed healthcare decisions, including end-of-life care where appropriate.
* Collaborate with colleagues to share information to support strategic objectives and organisational values.
* Establish local networks and national links to develop protocols for safe and effective community nursing services.
* Work with system partner Patient Experience and Engagement teams to reflect learning in patient pathways and service delivery.
* Provide professional expertise and clinical leadership within the service area.
* Contribute to service development with partners to reflect patient and carer feedback/experience.
* Develop organisational patient experience forums enabling staff, patients and carers to discuss key areas and drive learning and change.
Person Specification
Experience Essential
* Experience in a health or social care supervisory role
* Experience of working with patients and carers, supporting and advocating for their needs
* Experience resolving complaints
* Experience partnering with other health and social care partners
Desirable
* Experience using learning from practice to improve care
* Experience of team leadership and management including performance and conduct
* Experience of complaint investigations
Personal Attributes Essential
* Ability to embrace ECCH Culture, Values and Signature Behaviours (CARE)
* Act as a role model promoting an inclusive learning culture
* Willingness to travel across sites and the community as required
Qualifications Essential
* BSc degree in a Health or Social Care related field
* Masters level study or working towards a masters in a relevant field
Skills and Knowledge Essential
* Competent IT skills with electronic diary/records and MS Office, with problem solving
* Negotiating and influencing skills
* Excellent interpersonal and communication skills
* Ability to travel throughout the locality
* Advanced communication skills for challenging discussions
Desirable
* Leadership and people management skills
* Ability to produce written reports
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act 1975 and a DBS disclosure check will be required.
Employer details
East Coast Community Healthcare CIC, Hamilton House, Battery Green Road, Lowestoft, Suffolk NR32 1DE. Website: https://www.ecch.org/
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