Deputy Director of Patient Experience and Engagment

The Deputy Director of Patient Engagement and Experience is such an exciting and impactful role at UHNM. We really do want to keep our people at the centre of all we do and give our local population a better health care experience and this comes from truly knowing and understanding the needs of our people. This role will lead our brilliant Patient Engagement Team and will provide strategic leadership and direction for patient involvement, experience, and engagement across the Trust and integrated care system footprint. This role ensures that patient voice is embedded at Board level and throughout service design, delivery, and evaluation, influencing organisational culture and strategic priorities. The post holder will lead the Trust-wide Patient Experience and Engagement Strategy, aligning with national policy, NHS Long Term Plan, and CQC Well-Led Framework. They will drive system-level collaboration with ICS partners, VCSE organisations, and community stakeholders to ensure inclusive
engagement and co-production. The role includes oversight of patient feedback intelligence, complaints, PALS, volunteering, and public involvement functions, ensuring statutory compliance and continuous improvement. The Deputy Director will act as a principal advisor to the Executive Team and Board on patient experience and involvement in service delivery., Responsibility for Our Trust's Patient Relations, Complaints, Patient and Carer Experience, Involvement and Volunteer services. Responsible for the strategic and operational management for the whole patient experience portfolio and for supporting the Trust to improve people's experience of care leading the delivery of the patient experience strategy and objectives. They will identify the support needs for improving relational care aspects of patient experience and identify resource requirements and actions needed to sustain improvements across the patient experience portfolio. They will work in partnership with patients, the public and third sector organisations to embed learning and improvement from patients' experiences across the Trust and will lead the delivery of a programme of service improvement targeted at priorities identified bypatients and their families and carers as areas for action. Building and maintaining effective working relationships with internal and key external
stakeholders. Deal with highly sensitive complaints and contentious issues requiring a high degree of resilience, tact and diplomacy.

The post holder willwork closely with Care Group Nursing Directors and heads of services and the communications team to deliver a deeper understanding of the aims and values of patient experience which will inform the standards and behaviours that underpin a patient and family cantered approach to care which has compassion at its core.

University Hospitals of North Midlands NHS Trust is one of the largest and most modern in the country. Based across two sites, Royal Stoke in Stoke-on-Trent and County Hospital in Stafford, we are proud to serve around three million people and we're highly regarded for our facilities, teaching and research. We are the specialist centre for major trauma for the North Midlands and North Wales.

All of our employees make a valuable contribution regardless of role here at UHNM and we are proud of our wide range of development packages aimed at ensuring that everyone has the opportunity to fulfil their true potential.

UHNM create and encourage a culture of inclusion, providing equal opportunities for career development that are fair and transparent. We are committed to being a diverse and inclusive employer and foster a culture in which all staff feel valued and respected. In return we ask all of our employees to make a commitment to the values, co-created by or staff, patients and carers, and that unite us as a Trust.

At University Hospitals of North Midlands NHS Trust we know that investing in, supporting and developing our staff has a direct impact on the quality of care that we deliver. Our employees are as important as our patients and the population that we serve.