At a Glance
- Tasks: Lead initiatives to enhance patient feedback and improve healthcare services.
- Company: Join Whittington Health NHS Trust, dedicated to diverse community care.
- Benefits: Competitive salary, full-time hours, and a supportive work environment.
- Other info: Opportunity for professional development and career growth in the NHS.
- Why this job: Make a real difference in patient experiences and community engagement.
- 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.
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 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. As a Patient Experience Manager, you will have the opportunity to lead impactful initiatives that enhance patient engagement and feedback, while benefiting from a supportive culture that prioritises professional development and continuous improvement. With a commitment to employee growth and a focus on meaningful contributions to healthcare, Whittington Health offers a rewarding career path in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Experience Manager
✨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 insider info about job openings and even recommendations.
✨Tip Number 2
Prepare for interviews by researching Whittington Health and its initiatives. Show us you’re passionate about improving patient experiences and have ideas ready to share. We love candidates who come with solutions!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation. It keeps you on our radar and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website for the best chance! It’s the quickest way to get your application seen by the right people. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Patient Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Patient Experience Manager role. We want to see how you can contribute to improving patient feedback and engagement!
Showcase Your Experience:Don’t hold back on sharing your previous experience in managing teams or projects, especially within healthcare settings. We love seeing how you've made a difference in similar roles!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to see your key achievements and qualifications at a glance.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need right there!
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 national survey 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.
✨Be Data Savvy
You'll need to analyse survey data and produce insightful reports. Brush up on your quantitative and qualitative analysis skills. Be ready to discuss how you've used data to drive improvements in previous roles, as this will highlight your analytical capabilities and understanding of service improvement methodologies.
✨Engage with Real-Life Scenarios
Prepare to discuss how you would engage with seldom-heard groups and gather meaningful feedback. Think of creative methods you've used in the past or new ideas you could bring to the table. This shows that you're proactive and committed to ensuring all voices are heard in the patient experience process.
