# Patient Experience Manager > NHS job listing from Job Clerk for Whittington Health NHS Trust. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/patient-experience-manager/7d86b1a0-104f-4786-b647-6c4691f663ac - **Markdown:** https://www.jobclerk.com/job/patient-experience-manager/7d86b1a0-104f-4786-b647-6c4691f663ac.md ## Summary - **Status:** Live - **Employer:** Whittington Health NHS Trust - **Town:** London - **Region:** London - **Country:** England - **Profession:** Manager and corporate - **Grade:** Band 6 - **Salary:** £47,951 - £56,863 Per Annum Including HCAS - **Contract type:** 9 months (Fixed Term to cover maternity) - **Employment type:** Full time - 37.5 hours per week (N/A) - **Closing date:** 2026-06-12T23:59:00.000Z - **Posted:** 2026-06-03T10:12:22.805Z - **Source information URL:** https://www.healthjobsuk.com/job/UK/London/London/Whittington_Health_NHS_Trust/Corporate_Services/Corporate_Services-v8028096 - **Application URL:** https://apps.trac.jobs/job-advert/8028096?ShowJobAdvert=&feedid=9002 - **Employer website:** https://www.whittington.nhs.uk ## Job Content ### 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. ## Job Details 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. ## Job Description 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. ## 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. ## Person Specification ### Skills & Abilities **Essential** - 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. **Desirable** - Experience of using project management framework. - Experience of writing business cases - Experience of managing and leading meetings ### Knowledge & Experience **Essential** - Knowledge of using quantitative and qualitative information to look for trends and outliers, providing evidence-based judgements. Quantitative and Qualitative analysis and data - able to review indicators, data sets, trends over time and variation, and shows an understanding of the value of qualitative information and its difference to quantitative data and analysis. **Desirable** - 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. ### Education / Qualifications **Essential** - Graduate level qualifications in relevant degree, or equivalent qualification/knowledge or 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 - Evidence of continuing professional development. - Understanding of patient experience QI methodologies such as co-design and national reporting requirements (FFT, National Survey Programme, Surveys **Desirable** - Coaching qualification - Prince 2, or equivalent, project management qualification. ## Documents - [whittington employment promise (pdf, 22.4kb)](https://www.healthjobsuk.com/documents?ddoc=839) - [whittington probationary policy (pdf, 298.0kb)](https://www.healthjobsuk.com/documents?edoc=621) - [job description & personal specification (pdf, 360.4kb)](https://www.healthjobsuk.com/documents?vdoc=10344518) ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.