Deputy Director of Patient Experience and Engagement
The Deputy Director of Patient Engagement and Experience leads the Patient Engagement Team, providing strategic leadership across the Trust and the integrated care system. The post ensures patient voice is embedded at board level and throughout service design, delivery and evaluation, influencing culture and strategic priorities.
Responsibilities
* Responsibility for The Trust’s Patient Relations, Complaints, Patient and Carer Experience, Involvement and Volunteer services, and strategic & operational management of the portfolio.
* Lead delivery of the patient experience strategy and objectives, identifying support needs for relational care improvement and resource requirements.
* Work in partnership with patients, the public, and third sector organisations to embed learning and improvement.
* Lead a programme of service improvement targeting priorities identified by patients and their families and carers.
* Build and maintain effective working relationships with internal and key external stakeholders.
* Deal with highly sensitive complaints and contentious issues requiring resilience, tact and diplomacy.
* Collaborate closely with Care Group Nursing Directors, clinical leaders and the communications team to embed patient‑centred values and behaviours.
* Develop and implement a five‑year Patient Experience & Engagement Strategy aligned with national plans.
* 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 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 complaints, PALS, and patient feedback system ensuring learning is embedded.
* Benchmark Trust performance against peers and lead improvement programmes with Care Groups.
* Drive digital inclusion and innovative engagement methods, including real‑time feedback and virtual involvement platforms.
* Lead research and development initiatives to transform patient experience methodologies.
* Deliver and support cultural change programmes to embed patient‑centred care across all services.
Qualifications
* Evidence of higher level study (Master’s Level) or equivalent.
* Professional training delivery qualification or equivalent experience delivering and facilitating in challenging environments.
* Portfolio of certified/accredited professional development activity and significant experience leading in this area.
Skills and Experience
* Experience working across boundaries to build networks with key stakeholders, using persuasive, motivational and negotiating skills.
* Excellent experience managing complaints and extracting learning to prevent future concerns.
* Ability to integrate theory and practice through effective learning programme development and delivery.
* Strong experience leading in challenging areas and consistently seeking to improve patient experiences.
Equality and Diversity
We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
Salary and Working Hours
Salary £94,356 - £108,814 per annum (Yearly). Full‑time, 37.5 hours per week, Monday‑Friday.
Closing Date
Closing date: 01/06/2026 23:59.
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