At a Glance
- Tasks: Lead initiatives to enhance patient experience and gather valuable feedback.
- Company: Join Whittington Health NHS Trust, dedicated to serving a diverse community.
- Benefits: Competitive salary, full-time hours, and opportunities for professional development.
- Other info: Dynamic role with a focus on community engagement and continuous improvement.
- Why this job: Make a real difference in patient care and improve healthcare services.
- Qualifications: Graduate-level qualifications and experience in healthcare project management.
The predicted salary is between 47951 - 56863 £ per year.
The Patient Experience Manager is responsible for supporting the Patient Experience and Voluntary Services team to ensure that patients, their relatives, carers and members of the public are given every opportunity to engage with our services and provide feedback about their experience and that the Trust learns and improves as a result of those experiences.
The Patient Experience Manager in conjunction with the Head of Patient Experience will lead on a range of initiatives to ensure that we involve our community and in particular seldom heard groups, enabling them to feedback effectively and support staff to translate their results from FFT, complaints and national surveys into meaningful practical actions to generate improvements.
Main duties of the job:
- Lead on patient experience feedback, including delivery of the Friends and Family Test (FFT) and development of surveys via the IQVIA portal.
- Manage contracts and relationships with FFT and national survey providers on behalf of the Head of Patient Experience.
- Analyse national survey data, producing reports, identifying key issues, and driving improvement actions.
- Produce regular reports (monthly, quarterly, annual) highlighting insights, learning, and actions.
- Support report writing and ensure timely feedback is shared with services.
- Engage patients, carers, and seldom‑heard groups to gather meaningful feedback through a range of methods.
- Provide leadership to the Patient Experience and Voluntary Services Team.
- Continuously improve feedback systems to ensure data is effective and actionable.
- Coordinate the Patient Experience Group, including agenda setting and minuting.
- Lead and support improvement projects based on feedback, ensuring co‑design with patients.
- Manage the Patient Experience inbox, ensuring timely and professional responses.
- Support clinical teams to meet targets through training, advice, and hands‑on support where needed.
Working for our organisation:
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. We aim to employ a workforce which is as representative as possible of this population, and we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief.
Person specification:
Education / Qualifications:
- Graduate level qualifications in a relevant degree, or equivalent qualification/knowledge/experience relevant to the role.
- Evidence of continuing professional development.
- Understanding of patient experience QI methodologies such as co‑design and national reporting requirements (FFT, National Survey Programme, Surveys).
- Coaching qualification.
Skills & Abilities:
- Experience of managing and leading a team.
- Experience of contract management.
- Previous experience of supporting projects within an NHS or healthcare setting.
- Experience of presenting/writing information, presentations, reports, and new opportunities to senior managers and/or clinicians and a range of audiences, both verbally and written.
- Experience of using project management framework.
- Experience of writing business cases.
- Experience of managing and leading meetings.
Knowledge & Experience:
- Knowledge of using quantitative and qualitative information to look for trends and outliers, providing evidence‑based judgments.
- Ability to review indicators, data sets, trends over time and variation.
- Understanding and awareness of Duty of Candour, PSIRF/Data Protection Act.
- Knowledge of service improvement methodologies and approaches.
- Knowledge of benchmarking tools within the NHS in relation to patient experience.
Safeguarding Children and Adults:
- Ensure you are familiar with and comply with the London Child Protection Procedures and protocols for promoting and safeguarding the welfare of children, young people.
- Ensure you are familiar with and comply with the London Multi‑Agency Safeguarding Vulnerable Adults Pan‑London Procedures.
- Ensure you are familiar with and comply with local protocols and systems for information sharing.
- Know the appropriate contact numbers and required reporting lines.
- Participate in required training and supervision.
- Comply with required professional boundaries and codes of conduct.
Whittington Health is committed to safeguarding all children and vulnerable adults and expects all staff and volunteers to share this commitment.
Patient Experience Manager in London employer: Whittington Health
Whittington Health NHS Trust is an exceptional employer, dedicated to fostering a diverse and inclusive work environment that reflects the community it serves. With a strong focus on employee development and continuous improvement, staff are encouraged to engage in professional growth opportunities while contributing to meaningful patient experiences. Located in London, the Trust offers a supportive culture where collaboration and innovation thrive, making it an ideal place for those passionate about enhancing healthcare services.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the NHS or healthcare sector, especially those who work in patient experience. A friendly chat can lead to valuable insights and even job leads.
✨Tip Number 2
Prepare for interviews by practising common questions related to patient experience management. Think about how you can showcase your skills in leading teams and managing feedback systems.
✨Tip Number 3
Show your passion for patient care! During interviews, share specific examples of how you've improved patient experiences in the past. This will help you stand out as a candidate who truly cares.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Patient Experience Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Patient Experience Manager role. Highlight your relevant experience in patient feedback, team leadership, and project management to show us you’re the perfect fit!
Showcase Your Skills:Don’t just list your qualifications; demonstrate how your skills align with the job description. Use specific examples from your past roles that relate to managing contracts, analysing data, and engaging with diverse communities.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences stand out without unnecessary fluff.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Whittington Health
✨Know Your Patient Experience Stuff
Make sure you brush up on the key concepts around patient experience, especially the Friends and Family Test (FFT) and co-design methodologies. Being able to discuss these topics confidently will show that you're not just familiar with the role but also passionate about improving patient feedback systems.
✨Showcase Your Leadership Skills
As a Patient Experience Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams or projects in the past. Think about specific challenges you faced and how you overcame them, as this will demonstrate your ability to lead effectively in a healthcare setting.
✨Data is Your Best Friend
Get comfortable with discussing data analysis and reporting. Be ready to talk about how you've used quantitative and qualitative data to drive improvements in previous roles. Highlight any experience you have with national surveys or benchmarking tools, as this will be crucial for the position.
✨Engage with the Community
Since the role involves engaging with seldom-heard groups, think about how you can demonstrate your commitment to inclusivity. Prepare to share any experiences where you've successfully gathered feedback from diverse communities, as this will show your understanding of the importance of representation in patient experience.
