Head of Patient Experience and Engagement
The closing date is 11 June 2026
The James Paget University Hospitals NHS Foundation Trust is seeking an experienced, values-driven senior leader to join our Patient Safety and Quality leadership team as Head of Patient Experience and Engagement.
This is a pivotal role with Trust-wide responsibility for shaping, leading and delivering an ambitious and inclusive Patient Experience and Engagement Plan, ensuring full alignment with patient safety, clinical effectiveness and transformation priorities. You will provide expert leadership across multiple portfolios and act as a key advocate for patients, carers and the public at every level of the organisation.
Main duties of the job
Key Responsibilities
As Head of Patient Experience and Engagement, you will:
* Lead the strategic planning, development and delivery of the Patient Experience and Engagement agenda across the Trust
* Work collaboratively with senior nursing, medical and corporate colleagues to embed patient experience into everyday practice and ensure sustained improvement across divisions
* Represent the Trust at national, regional and local Patient Experience and Engagement network forums
* Horizon scan and ensure the Trust responds effectively to national and regional guidance, recommendations and policy requirements
* Provide effective leadership, management and budgetary control for the Patient Experience and Engagement service
The post holder will have direct responsibility for the following teams and portfolios:
* Complaints and PALS
* Patient Experience and Engagement
* Front of House Reception Services
* Equality and Diversity (Patient-focussed)
* Litigation Service
About us
We want to attract the best and brightest people to work with us and that means we will look after you from the moment you apply for a role at the Trust and throughout your career with us. Our staff are central to everything we do, and we believe that investing in you is crucial if we want to enable you to reach your full potential.
Job responsibilities
Why Join Us?
This role offers a rare opportunity to shape how patient experience is understood, measured and improved across a complex healthcare organisation. You will play a critical part in strengthening quality governance, influencing culture and ensuring the voices of patients and carers are central to everything we do.
If you are passionate about patient experience, thrive in complex environments and are ready to lead at a senior strategic level, we would welcome your application.
Please see the Job Description and Person Specification for a full and comprehensive overview for this position.
Education and Qualifications
* Educated to degree level or equivalent
* Post-graduate qualification in business management or healthcare related subject
* Leadership/management qualification of willingness to work towards
Knowledge and Experience
* Minimum 5 years' leadership/management experience within the health sector
* Extensive experience of Integrated Governance assurance and Quality Monitoring
* Experience of establishing systems and processes for gaining and responding to patient feedback
Skills and Knowledge
* Positive problem-solving approach
* Able to both participate in and lead multidisciplinary teams
* Aware of broader issues in relation to areas of responsibility, both nationally and corporately and can relate these to clinical areas
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.
Employer name
James Paget University Hospitals NHS Foundation Trust
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