Head of Patient & Public Involvement & Voice

Job overview

As part of the Patient Experience and Engagement team, support the Deputy Chief Nurse to deliver key patient experience strategies through senior leadership and accountability for the Patient & Public Involvement & Voice functions (Patient Engagement, Feedback, Health Inequalities and Volunteering) in driving forward the trust patient experience and engagement agenda to improve the way people experience care and involvement at NNUH.

Support the implementation of Norfolk & Waveney Hospitals Group strategies and objectives to improve patient experience and involvement.

You will bring outstanding, senior, people and operational leadership to turn strategy into practical reality; you will be an experienced senior manager with a curious, compassionate and inclusive management style.  The role is multi-faceted; the work varied and fast paced. In return for your commitment and passion for the role you will have access to support, development and opportunities to grow and expand your experience.

We are a diverse, inclusive and nurturing team who will value your difference, your unique skills, knowledge and experience. Becoming one of our people may realise your potential, helping us to raise our performance in delivering world-class healthcare to all the communities we serve.

Main duties of the job

Assume senior leadership for key Patient & Public Involvement & Voice functions - Patient Engagement, Feedback, Health Inequalities and Volunteering. Outstanding people management and leadership skill and experience are essential and will support the teams to further embed and grow – ensuring continued development of responsive and engaged ‘working in partnership’ culture for all NNUH services.

Lead on embedding a culture of responsiveness, turning listening into action and supporting a range of quality improvement initiatives in partnership with patients, Carers, volunteers and staff across NNUH and reaching out across the communities of Norfolk and Waveney to ensure Equity and Inclusion. You will support staff across NNUH to be responsive and listen to the voices of ALL patients, Carers and communities.

To work with existing Patient and Carer groups across the trust and within the community on engagement initiatives and to identify gaps in patient & public involvement & voice and enable the development of appropriate responses – working collaboratively with leadership in NNUH Care Groups and across the N&W Hospitals Group.

To work closely with the Head of Patient Experience – PALS & Complaints to ensure collaboration, cooperation and triangulation of all sources of feedback to support wider NNUH and N&W Hospitals Group policies, strategies and objectives around all experiences of care.

Full time: 37.5 hours per week

Interview date: 18th December 2025

Detailed job description and main responsibilities

• To lead on a number of significant engagement initiatives aimed at improving the patient experience and improving the Trust’s reputation.
• To act as a point of expertise in relation to matters concerning patient & public involvement & voice.
• To work with existing Patient and Carer groups across the trust and within the community on engagement initiatives
• To identify gaps in patient & public involvement & voice and enable the development of appropriate responses – working collaboratively with leadership in NNUH Care Groups and across the N&W Hospitals Group.
• To act as an ambassador for the organisation at all times and with colleagues to provide visible leadership and proactive communication with staff internally.
• To maintain a high level of awareness of relevant research, issues, trends and national strategies for patient & public involvement & voice, ensuring that national and regulatory standards are interpreted and communicated to colleagues across the organisation as appropriate.
• To develop and implement communication systems and processes, which ensure colleagues at all levels and in all roles, feel fully informed, empowered and able to contribute and participate to relevant engagement debates.
• To maintain a strong corporate presence, proving leadership, advice, education and supervision to colleagues within and external to the Directorate and across the organisation.
• To provide leadership and assume overall senior responsibility and accountability for the line management of the Patient Engagement & Equalities team and Voluntary Services.
• To provide leadership and management of the national and mandatory patient experience surveys acting as subject expert for all areas. Produce board level papers on progress against planned actions to improve performance.
• To participate in the provision of support and supervision to all staff on issues relating to patient & public involvement & voice and assist in the development of innovative ways to ensure staff feel supported.
• To maintain accurate documentation and records of all support provided.
• To assist in leading the planning, implementation, delivery and evaluation of strategies and objectives pertaining to patient experience .

Please see the attached job description for full details.