Patient Experience Manager
| Posting date: | 27 August 2025 |
|---|---|
| Salary: | £53,755.00 to £60,504.00 per year |
| Additional salary information: | £53755.00 - £60504.00 a year |
| Hours: | Full time |
| Closing date: | 05 September 2025 |
| Location: | Bedford, MK42 9DJ |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9418-25-1043 |
Summary
The Job Description and Person Specification are attached to this job, please review for the full details and responsibilities Line management responsibility for the Complaints, PALS and PatientExperience teams to ensure that the team are able to work to their maximum potential and feel valued. To ensure the Trust has an accessible and visible process for Complaints/PALS/ Patient Experience which is efficient and effective in providing advice, support, information and signposting services to patients, service users, carers, members of the public and Trust staff. Ensure that all complainants receive a comprehensive, high quality and timely response that delivers the best outcome for the complainant and for the service involved based on the principles of listening, responding and learning. Lead the development of the Trusts approach to patient, carer and public surveys and feedback including Friends and Family Test, the National Patient Survey programme, near/real time feedback etc. Provide education and training for all staff on corporate induction and across all disciplines regarding patient experience, being open and involving/engaging patients (including Accessible Information Standard). To develop training programmes and interventions aimed at improving patient experience, keeping the offering under review, to ensure synergies with other trust training and service improvement programmes are maximised. Ensure the views of patients and carers are taken into account in decisions about service provision, service change, processes and policies. Working in partnership with the communications team, ensure that the Trust website provides appropriate patient information in an accessible format. To work in collaboration with quality governance team to develop and improve InPhase (incident reporting platform),used to collect and report PALS and Complaints interactions in order to make the system more responsive and user friendly for all users (reporting, investigating, analysing and review of themes and trends).