Director of Patient and Carer Experience

Overview

In this role you will provide strategic leadership as the Trust’s senior clinical lead for service user and carer experience, shaping how voices influence decisions. You will drive the Service User and Carer Experience Strategy and ensure learning from feedback translates into service improvements. You will champion co-production, inclusion, and engagement across services, with a focus on empowering carers and families. This is a key role for integrating patient and carer insights into quality governance and clinical improvement.

Responsibilities

• Provide strategic leadership and professional guidance to embed service user and carer voices in service design, delivery and redesign.
• Lead the Trust-wide Service User and Carer Experience Strategy and ensure improvement from feedback (complaints, concerns, compliments, surveys, engagement) is demonstrable.
• Ensure service user and carer experience is integrated with safety, clinical effectiveness, equity and outcomes within quality governance.
• Act as the senior professional clinical lead for patient and carer experience, maintaining accountability for embedding experience as a core quality component.
• Foster meaningful co-production and strong relationships with service users, carers, families, communities and partners.

Key requirements

• Registered healthcare professional with current registration (NMC, HCPC, GPhC or equivalent).
• Experience at senior leadership level within healthcare.
• Experience leading patient experience, involvement, engagement, complaints or quality portfolios.

• Compassionate and inclusive leadership
• Influencing and stakeholder management
• Clear communication with all staff levels
• Knowledge of patient safety and clinical governance frameworks
• Understanding of health inequalities and inclusion frameworks
• Quality improvement and governance knowledge

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