Patient Experience Lead | University College London Hospitals NHS Foundation Trust

This is a high-impact leadership role at the heart of women’s health, shaping how care is experienced by women, families and staff. As Patient Experience Lead, you will influence culture, drive meaningful improvement, and ensure that every voice—especially those less often heard—translates into safer, more responsive care. You’ll need credibility, emotional intelligence and the confidence to navigate complex, sometimes challenging situations, bringing together clinical teams, senior leaders and service users to deliver real change. This is not a passive role; it requires someone who can think critically, act decisively and lead with both compassion and accountability. In return, you’ll join a forward‑thinking, values‑driven organisation where your work directly impacts quality, safety and equity at scale. If you’re motivated by making systems better, not just managing them, and want to lead work that genuinely improves outcomes and experiences, this is a role where you can make your mark.

Responsibilities:

• You will lead and coordinate patient experience, complaints and governance activity across women’s health and the perinatal service, translating feedback, incidents and data into clear, actionable improvements.
• Working at pace across multiple services, you will manage complex concerns, oversee investigations and produce high‑quality reports for senior forums, including Board‑level meetings.
• Inform clinical and corporate colleagues to identify themes, track performance and embed learning into practice.
• Support quality improvement, contribute to audit and guideline development, and help maintain a culture of openness, accountability and continuous learning.

Qualifications:

• Clinical professional with strong analytical skills and sound clinical judgement.
• Ability to influence across multidisciplinary teams.
• Organised, resilient, and confident in handling sensitive situations while balancing competing priorities.
• Strong communication and leadership skills, with credibility and emotional intelligence.

About UCLH:

University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. It specialises in women’s health, cancer, infection, neurological, gastrointestinal and oral disease. UCLH provides first‑class acute and specialist services across eight sites including University College Hospital (incorporating the Elizabeth Garrett Anderson Wing), National Hospital for Neurology and Neurosurgery, Royal National ENT and Eastman Dental Hospitals, University College Hospital Grafton Way Building, Royal London Hospital for Integrated Medicine, University College Hospital Macmillan Cancer Centre, The Hospital for Tropical Diseases and University College Hospital at Westmoreland Street.