National Programme Lead - Patient Advice, Liaison and Support Services

At Priory, we are introducing an innovative and co‑produced approach to service user support, advice and information through the launch of a new service called Navigate. Developed in partnership with our Service Users and Lived Experience Partners (LEPs), Navigate ensures that patients, residents and carers have access to clear, accessible and appropriate advice and support throughout their care and treatment whilst using Priory services.

We are seeking an experienced and motivated strategic manager with experience of developing and overseeing patient advice, support and information services across a large health and adult care provider to join our team and bring our plans to operational reality. This is a rare opportunity to shape and lead a new national service from implementation through to maturity, influencing how thousands of service users and carers access support across Priory.

This is a full‑time role (37.5 hours per week). The post is primarily remote, with occasional national travel required.

The National Programme Lead – Navigate will provide national leadership, management and oversight for the Navigate service, ensuring consistent standards, clarity of purpose and effective implementation across all Priory services. This will involve managing our procured/contracted partners, services delivered and liaising with Priory hospital teams who will be supporting patients and carers to engage and use our Navigate service for non‑statutory patient support, advice and information across all Priory hospitals in England, Scotland and Wales.

This service has been developed by lived experience for lived experience. The successful candidate will be joining at a key implementation phase; with a focus on launching and embedding the Navigate framework, operating model and standards, ensuring alignment with organisational priorities including:

• Patient rights and advocacy
• Continuous improvement
• Quality and patient experience
• Safeguarding
• Regulatory compliance

The post holder will:

• Provide strategic oversight and assurance of Navigate delivery across all Priory hospitals across the United Kingdom
• Manage the contracting of our procured partners in the delivery of Navigate services
• Identify emerging themes, risks and gaps through data, feedback and intelligence
• Escalate concerns appropriately through established governance routes
• Offer expert guidance, constructive challenge and targeted support to services
• Strengthen local accountability while maintaining national consistency
• Work in partnership with service users and Lived Experience Partners to ensure the model remains authentic, relevant and responsive

Navigate is explicitly enabling rather than substitutive. It will not replace local accountability for delivery but will provide expert support, intervention and leadership in situations of complexity, elevated risk, thematic concern or defined short‑term need.

You will be a credible, values‑led leader with the ability to influence across operational, clinical and corporate functions. You will combine strategic thinking with a grounded understanding of frontline realities, experience of contract management of procured partners whilst bringing sound judgement, strong governance awareness and a clear commitment to improving patient experience through patient support, advice and information.

You will demonstrate:

• Strong understanding of patient experience, advice, advocacy and support models within health and social care
• Experience leading change and implementing new services within complex organisations
• Experience collaborating across multiple teams and/or delivery partners including management of contracts, relationships and performance, and aligning partner delivery with quality and patient experience priorities
• Working knowledge of the Mental Health Act and Mental Capacity Act, including practical application and awareness of current developments
• Knowledge of safeguarding requirements, regulatory frameworks and quality governance systems
• A track record of enabling and supporting teams to deliver locally owned activity
• Experience of working in partnership with people with lived experience
• The ability to interpret data and qualitative intelligence to inform improvement and assurance
• Be comfortable in a highly autonomous role that will evolve and develop as the service is established and matures

We want you to succeed at Priory and thrive in your role. You will be well supported with regular career conversations. We also offer full training and numerous pathways into leadership and qualified clinical positions to help you shape your career with us.

• 25 days Annual Leave + Bank Holidays + additional day’s leave for your Birthday!
• Annual leave entitlement increases based on length of service: 27 days after 5 years’ service and 30 days after 10 years’ service
• Length of service recognition awards – every 5 years
• Employee Assistance Programme
• Initial Disclosure Check Cost covered, if applicable to role
• My Possible Self App and health‑related benefits
• Online discounts and cashback rewards – Priory Perks
• Smart Technology scheme (qualifying period)
• Cycle to work scheme (qualifying period)
• Smart Holidays (qualifying period)
• Gym Flex (qualifying period)
• Healthcare Cash Plan – Simply Health Scheme
• Eye Care Vouchers
• Cash for Colleagues – Employee referral scheme
• Access to development opportunities
• Sponsorship of professional qualifications through our Individual Professional Development (IPD) panel
• Leadership & management development
• Parental Leave Gift