UK jobs. Bigger possibilities.

Head of Patient Experience and Insights

On-site in Derby·Full-time·Added today (last checked 9 Nov)

University Hospitals of Derby and Burton NHS Foundation Trust

65 open roles

Apply

Our summary

Salary: £66,582 - £77,368 a year
About £4,100 - £4,620 a month after tax.
Work mode: On-site, Derby
Contract: Full-time
Experience: Senior level
Closing date: Apply by Monday 23 November

Skills

Nice to have

Complaints Management

The role

Job summary

The Head of Patient Experience and Insights provides strategic and operational leadership to ensure that the experiences of patients, families and carers shape service delivery, improvement and organisational decision-making across the Trust.

The post holder leads the patient experience strategy and oversees engagement, feedback, surveys, complaints and the Patient Advice and Liaison Service (PALS), promoting compassionate, timely and transparent responses and effective learning.

The role brings together qualitative and quantitative evidence to identify themes, inequalities and emerging risks, inform improvement priorities and provide assurance to executive leaders, governance committees and the Trust Board.

Working with clinical divisions, corporate teams and external partners, the post holder strengthens inclusive involvement and co-production, ensuring that seldom-heard voices influence service planning and evaluation.

The post holder leads and develops the patient experience team, manages resources and performance, and embeds a culture of listening, accountability and continuous improvement within the Trust's quality governance arrangements.

Main duties of the job

Provide strategic and operational leadership for patient experience, ensuring that the voices of patients, families and carers inform service planning, delivery and improvement across the Trust.

Lead the development and implementation of the patient experience strategy, overseeing patient engagement, feedback, complaints and the Patient Advice and Liaison Service (PALS). Ensure concerns are addressed promptly, compassionately and transparently, with effective systems for identifying themes, escalating risks and embedding learning.

Analyse and triangulate qualitative and quantitative information to produce meaningful insights, identify inequalities in experience and inform improvement priorities. Provide timely reports and assurance to executive leaders, governance committees and the Trust Board, including evidence of actions taken and their impact.

Work collaboratively with clinical divisions, corporate teams, patients, carers and external partners to strengthen involvement and co-production. Promote accessible and inclusive engagement, ensuring that seldom-heard voices influence decisions.

Lead and develop the patient experience team, manage resources effectively and establish clear standards, accountability and performance measures. Foster a culture of listening, responsiveness and continuous improvement, ensuring patient experience is integral to quality governance and organisational decision-making.

Closing date; 23 November 2026

Interview date: w/c 07 December 2026

About us

As a trusted organisation at the heart of our communities, we recognise the important role we can play in supporting the public, patients, our own people and local partners in achieving the best of health for the local population and the communities in which they live by providing Exceptional Care Together

Our fundamental Values of Compassion, Openness and Excellence underpin how we intend to work as a Trust and the associated behaviours are becoming embedded in all aspects of how we work.

In return we will offer

Development opportunities, both professional and leadership development
On-going support from recruitment to when you join our team and beyond.
Staff benefits including employee assistance programme, discounted gym membership, onsite fitness classes, car schemes

Key Facts:

We see on average 4810 OP appointments a day.
We are the 4th busiest Trauma & Orthopaedic outpatients department in England - an average of 2077 per week.
An average of 1115 patients are seen in A&Es across our network every day - 3rd largest in the country.
Our hospitals admit an average of 195 emergency patients daily.
Last year we undertook almost 33,700 planned surgical operations in our 57 operating theatres.
We are one of only 7 Trusts nationally with more than 50 operating theatres.
We carry out more than 140 elective procedures each working day.
UHDB is a research active University Hospital with a large and varied portfolio of clinical trials and research opportunities for all staff.

Job description

Job responsibilities

Please see attached Job description and Person Specification. To apply please click APPLY FOR THIS JOB this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.

UHDB is committed to fair and transparent recruitment. We welcome authentic applications that reflect your own skills, experience and motivations for the role. While we understand that candidates may use AI tools for grammar, formatting or accessibility purposes, applications that appear to be substantially AIgenerated may be subject to additional review. If this applies to your submission, we will let you know and may ask for clarification. Please ensure your application accurately represents your experience and is written in your own words.

Following the recent update on UK immigration policy for those on a Health and Care Visa or Skilled Worker Visa, please click on the link to check your eligibility before applying for this post as we may be unable to provide sponsorshipSkilled worker: Health and Care Visa | NHS Employers

Important visa information: Due to UK Home Office immigration rule changes effective from 22 July 2025, applicants sponsored under Occupation Code 6131 (Nursing Auxiliaries and Assistants) may not be eligible to bring dependants under the Skilled Worker route if their Certificate of Sponsorship is issued on or after this date. Applicants are responsible for understanding how these rules apply to their individual circumstances. The Trust cannot provide immigration advice. Further information is available on the Skilled Worker visa: Your partner and children - GOV.UK

Your application (for shortlisting purposes) is assessed based on the Person Specification in the job advert (below).

Skilled worker: Health and Care Visa

Read about the Health and Care Visa for employing overseas nationals (excluding Irish citizens) under the points-based immigration system.

Person Specification

Education, Training and Qualifications

Essential

Educated to first level degree or equivalent.
Evidence of continued management/development

Desirable

Master's degree level qualification.

Experience

Essential

Excellent understanding of NHS agenda particularly in field of complaints/ PALS / Litigation governance and risk management
Experience of working with patients and patient groups.
Experience of managing staff successful implementation of change

Desirable

Able to provide specialised advice concerning complaints management and patient involvement.

Communication

Essential

Excellent oral and written communication skills and an ability to work at all levels of the Trust.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.