Patient Experience Manager

Job overview

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.

Detailed job description and main responsibilities

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.

• Supporting all patient experience feedback particularly the roll out of the Friends and Family Test (FFT) and develop new surveys using our FFT portal – IQVIA.
• Overseeing the contract and relationship with the Friends and Family Test & National survey programme providers on behalf of the Head of Patient Experience.
• Ensuring there is analysis of all national surveys including the development of reports and bespoke action plans, identifying problematic areas and negotiating improvements.
• Produce regular (monthly, quarterly, annual) reports which highlight patient experience information, learning and actions to improve.
• Assist in the writing of reports and feeding back to services about the information received.
• Actively engage members of the public in using electronic, and paper surveys and learning from their experiences, particularly seldom heard groups.
• Providing leadership and management to the Patient Experience and Voluntary Services Team.