Head of Governance for Patient Experience & Engagement
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Job Summary
To support our hospital, we are looking for a strategic, enthusiastic, and highly motivated person to join our busy Organisation as a Patient Experience and Engagement Lead. As a lead at the Royal London and Mile End Hospitals, you will provide strategic advice, guidance and direction to develop and deliver the patient experience ambitions.
As a senior member of the Governance Team, you will be responsible for leadership, development and coordination of PALS workforce standards and improvement across the hospital to influence outstanding patient experience.
You will also take an active lead on trust-wide projects that support the delivery of our objectives, working closely with Senior Nursing, Midwifery and Allied Health Professional Leads to deliver creative and effective patient experience and engagement strategies.
Main duties of the role
* Work in an effective matrix style as part of a dynamic site‑based corporate team to deliver oversight for complex complaints and patient experience initiatives.
* Support delivery of site patient experience objectives alongside complex complaints handling, representing the Director of Nursing on key Patient Experience initiatives.
* Take day‑to‑day responsibility for the smooth operational running and line management of our PALS (Patient Advice and Liaison Service).
* Develop effective complaint reduction and patient feedback strategies and processes.
About Us
Barts Health is one of the largest NHS trusts in the country and a leading healthcare provider. The group is committed to becoming an outstanding organisation with a world‑class clinical reputation, lifting itself out of special measures and striving to improve all services for patients.
Our vision is to be a high‑performing group of NHS hospitals, renowned for excellence and innovation, and providing safe and compassionate care to patients in East London and beyond. We value our differences and are committed to promoting inclusion, where every staff member has a sense of belonging.
Details
* Date posted: 02 January 2026
* Pay scheme: Agenda for change
* Band: 8a
* Salary: £64,156 to £71,148 a year per annum inc
* Contract: Permanent
* Working pattern: Full‑time
* Reference number: 259‑7712464RLH
* Job location: Royal London Hospital, London, E1 1FR
Person Specification
Essential Experience
* Experience of regulatory preparation / planning and the PIR process
Desirable Experience
* Experience of patient experience improvement workstreams
Essential Skills
* Project management and communication skills, including ability to write reports at Board level
* Ability to deliver presentations and communicate effectively with colleagues and women/families
* Ability to co‑coordinate, lead and participate in local patient resolution meetings
* Full understanding of investigations and methodology and evidence of production of quality reports and QA abilities
* Ability to produce/interpret information that supports quality improvement
* Influencing skills to support clinical quality improvement
* Ability to lead, motivate and influence individuals both within and external to the organisation
Desirable Skills
* Demonstrated experience and detailed knowledge of all aspects of clinical governance and risk management
* Analytical skills, able to lead and support incident investigations
* Competent in using Microsoft Office (including Access) & Excel and the internet for research, monitoring activity, communicating and producing reports and training materials
Essential Knowledge
* Line management experience in the NHS
* Highly developed communication and presentation skills
Desirable Knowledge
* Able to appropriately convey complex ideas and information to audiences at all levels across an organisation and to stakeholders, through a range of media
Essential Qualifications
* Degree level educated
* Qualification in Quality Improvement
Desirable Qualifications
* Leadership training
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service 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.
UK Registration
Applicants must have current UK professional registration.
Employer Details
Barts Health NHS Trust
Royal London Hospital
London, E1 1FR
Website: https://www.bartshealth.nhs.uk
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