Patient Experience & Involvement Manager

Job overview

An exciting opportunity has arisen to join The Christie NHS Foundation Trust as a Band 6 Patient Experience and Involvement Manager within the Quality & Standards Directorate. This pivotal role will lead and coordinate patient and public involvement across the Trust, ensuring the voices and lived experiences of patients, carers and service users influence service design, quality improvement and strategic decision-making. We are looking for an enthusiastic, motivated and organised professional with experience of patient engagement, co-production, analysing feedback and building effective relationships with a wide range of stakeholders. You will bring strong communication, facilitation and influencing skills, together with a commitment to equality, inclusion and person-centred care. This is an opportunity to shape how the Trust listens, learns and works in partnership with its communities, translating patient insight into meaningful and measurable improvements for patients and families.

Main duties of the job

The post holder will lead the development, delivery and evaluation of the Trust’s Patient and Public Involvement Programme, coordinating patient partnership groups, panels and representative networks. They will recruit, induct, train and support patient representatives and volunteers, promote co-production, and help teams involve patients in service redesign and quality improvement. The role will manage patient experience programmes, including the Friends and Family Test, national surveys and local feedback initiatives, and will analyse intelligence from feedback, compliments, complaints themes and involvement activity. The post holder will identify emerging themes, produce reports, dashboards and presentations for governance forums, and support clinical and operational teams to translate insight into improvement. We are seeking someone who can facilitate workshops and engagement activities, manage competing priorities, handle sensitive issues appropriately and build effective relationships with patients, staff, Healthwatch, charities and voluntary-sector partners.

Detailed job description and main responsibilities

1) Patient and Public Involvement

Lead the development and delivery of the Trust's Patient and Public Involvement Programme. Develop and support Patient Partnership Groups, Patient Panels and Patient Representative Networks. Coordinate recruitment, induction, training and support for patient representatives and patient partners. Promote co-production methodologies across the Trust and support teams to involve patients in service redesign and quality improvement initiatives. Ensure patient involvement activities reflect the diverse communities served by the Trust and support equality of access and representation. Liaise directly with patients and/or their relatives to understand their experiences, respond to feedback and escalate at short notice and review how areas for development can contribute to service and Trust improvement.

2) Patient Experience and Insight

Manage Trust-wide patient experience programmes including FFT, national surveys and local patient feedback initiatives. Analyse patient experience information from multiple sources including FFT, national surveys, local feedback, compliments, complaint’s themes and involvement activities. Produce patient experience reports, dashboards and presentations for Trust committees and governance forums. Identify emerging themes and opportunities for improvement and support services to develop improvement actions. Develop innovative methods for gathering patient experience and patient insight. Draft responses to complex or sensitive issues, where required.

3) Service Improvement

Support clinical and operational teams to use patient feedback to drive measurable quality improvements. Facilitate experience-based co-design projects and patient-centred improvement initiatives. Work collaboratively with Quality Improvement, Patient Safety and Clinical Effectiveness teams to triangulate patient experience intelligence. Design and monitor and evaluate the impact of patient involvement and engagement activities.

4) Leadership and Professional Responsibilities

Provide professional leadership for patient involvement activities across the Trust. Maintain knowledge of national policy, NHS guidance and best practice relating to patient experience and involvement. Develop and maintain effective relationships with Healthwatch, cancer charities, voluntary sector organisations and other stakeholders. Support development of Trust policies relating to patient experience and involvement. Represent the Trust at local, regional and national patient experience networks where required. Contribute to Patient Experience Committee and Quality governance reporting arrangements. Lead and support the delivery of training and regular awareness to staff, volunteers and stakeholders to promote an understanding of patient experience, engagement and person-centred care principles. Support and recruit patient volunteers and provide the necessary induction, training and supervisory support. Manage competing priorities (concerns, engagement programmes, reporting and meetings).

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.