Patient Experience & Involvement Manager
Job summary
An exciting opportunity has arisen to join The Christie NHS Foundation Trust as a Band 6 Patient Experience and Involvement Manager within the Quality & Standards Directorate. This pivotal role will lead and coordinate patient and public involvement across the Trust, ensuring the voices and lived experiences of patients, carers and service users influence service design, quality improvement and strategic decision-making.
We are looking for an enthusiastic, motivated and organised professional with experience of patient engagement, co-production, analysing feedback and building effective relationships with a wide range of stakeholders. You will bring strong communication, facilitation and influencing skills, together with a commitment to equality, inclusion and person-centred care.
This is an opportunity to shape how the Trust listens, learns and works in partnership with its communities, translating patient insight into meaningful and measurable improvements for patients and families.
Main duties of the job
The post holder will lead the development, delivery and evaluation of the Trust's Patient and Public Involvement Programme, coordinating patient partnership groups, panels and representative networks. They will recruit, induct, train and support patient representatives and volunteers, promote co-production, and help teams involve patients in service redesign and quality improvement.
The role will manage patient experience programmes, including the Friends and Family Test, national surveys and local feedback initiatives, and will analyse intelligence from feedback, compliments, complaints themes and involvement activity. The post holder will identify emerging themes, produce reports, dashboards and presentations for governance forums, and support clinical and operational teams to translate insight into improvement.
We are seeking someone who can facilitate workshops and engagement activities, manage competing priorities, handle sensitive issues appropriately and build effective relationships with patients, staff, Healthwatch, charities and voluntary-sector partners.
These versions strengthen the advert by clearly positioning the role as both strategic and delivery-focused, while giving candidates a concise picture of the experience, values and relationship-building skills required.
About us
The Christie is one of Europe's leading cancer centres, looking after more than 64,000 patients a year. We are based in Manchester and serve a population of 3.2 million across Greater Manchester & Cheshire, but as a national specialist around 25% patients are referred to us from other parts of the country. We are the largest radiotherapy provider in the NHS with one in 20 treatments delivered at The Christie.
We have up to 15 linear accelerators operating across our network of sites. We operate the largest chemotherapy unit in the UK on our main site and treatments are also provided at 13 other networked sites, and in patients homes.
And as a specialist tertiary surgical centre, we focus on rare cancers, complex procedures, and multidisciplinary approaches to cancer surgery, specialising in colorectal, peritoneal, gynaecological, urological and plastic surgery. We are also an international leader in research, with world first breakthroughs for over 100 years.
We have been named by the UK's National Institute for Health Research (NIHR), as one of the best hospitals providing opportunities for patients to participate in clinical research studies, with more than 800 studies open at any time, caring for over 3,000 patients.
Job responsibilities
1) Patient and Public Involvement Lead the development and delivery of the Trust's Patient and Public Involvement Programme.Develop and support Patient Partnership Groups, Patient Panels and Patient Representative Networks.Coordinate recruitment, induction, training and support for patient representatives and patient partners.Promote co-production methodologies across the Trust and support teams to involve patients in service redesign and quality improvement initiatives.Ensure patient involvement activities reflect the diverse communities served by the Trust and support equality of access and representation.Liaise directly with patients and/or their relatives to understand their experiences, respond to feedback and escalate at short notice and review how areas for development can contribute to service and Trust improvement. 2) Patient Experience and Insight Manage Trust-wide patient experience programmes including FFT, national surveys and local patient feedback initiatives.Analyse patient experience information from multiple sources including FFT, national surveys, local feedback, compliments, complaints themes and involvement activities.Produce patient experience reports, dashboards and presentations for Trust committees and governance forums.Identify emerging themes and opportunities for improvement and support services to develop improvement actions.Develop innovative methods for gathering patient experience and patient insight.Draft responses to complex or sensitive issues, where required. 3) Service Improvement Support clinical and operational teams to use patient feedback to drive measurable quality improvements.Facilitate experience-based co-design projects and patient-centred improvement initiatives.Work collaboratively with Quality Improvement, Patient Safety and Clinical Effectiveness teams to triangulate patient experience intelligence.Design and monitor and evaluate the impact of patient involvement and engagement activities. 4) Leadership and Professional Responsibilities Provide professional leadership for patient involvement activities across the Trust.Maintain knowledge of national policy, NHS guidance and best practice relating to patient experience and involvement.Develop and maintain effective relationships with Healthwatch, cancer charities, voluntary sector organisations and other stakeholders.Support development of Trust policies relating to patient experience and involvement.Represent the Trust at local, regional and national patient experience networks where required.Contribute to Patient Experience Committee and Quality governance reporting arrangements.Lead and support the delivery of training and regular awareness to staff, volunteers and stakeholders to promote an understanding of patient experience, engagement and person-centred care principles.Support and recruit patient volunteers and provide the necessary induction, training and supervisory support.Manage competing priorities (concerns, engagement programmes, reporting and meetings).
Person Specification
Qualifications · Essential
Degree level or equivalent experience Post Graduate qualification or equivalent experience
Desirable
Quality Improvement qualification Facilitation or engagement qualification
Experience · Essential
Developing and delivering patient engagement or involvement programmes Facilitating focus groups, workshops or co-production events Analysing patient feedback and producing reports Supporting service improvement initiatives using patient insight Building effective relationships with clinical and operational teams
Desirable
Experience of working in NHS Basic knowledge of patient and public involvement methods, including focus groups and discovery interviews Experience of supervising staff Experience of volunteer or stakeholder management
Skills · Essential
Able to influence departmental practice to support Trust policy and service development Use analytical and judgement skills, when reviewing information which can sometimes be conflicting Ability to liaise with key stakeholders, internal and external (i.e., Health watch, CQC. ICB and key voluntary organisations) Self-motivated and consistently looks to improve what they do, using successful tried and tested ways of working and using their own initiative High level of planning and organisational skills Good time management skills with the ability to re-prioritise work under pressure and demanding timescales Ability to support patients to be involved in trust improvement activities Good influencing and conflict management skills both verbally and face to face Strong interpersonal skills and non-judgemental when required to support staff and managers involved in PALS processes Good attention to detail and ability to analyse often highly complex information, which is sufficient to give advice and support, requiring periods of intense concentration Ability to work on own initiative, problem solve and respond to sudden unexpected demands Strong presentation, training and coaching skills, directed at a wider audience
Desirable
Recognised patient and public involvement training/courses
Knowledge · Essential
Demonstratable experience of compliance and adhering to national and local policies/procedures Patient and Public Involvement methodologies Experience of dealing with a wide range of sensitive and contentious issues and within an organisation under public scrutiny Experience of liaising with senior managers Experience of involving patients/customers in service improvements or similar Sound knowledge of Microsoft office suite (word, excel, outlook, PowerPoint)
Desirable
Patient partnership programmes Knowledge of NHS patient and public involvement
Values · Essential
Ability to demonstrate the organisational values and behaviours
Other · Essential
Ability to work on own initiative without close supervision Ability to work effectively within a team environment Ability to manage time effectively/meet deadlines Ability to work in a confidential and sensitive manner Flexible / adaptable to the needs of the service Motivated and enthusiastic desire to develop existing and new processes/systems Highly motivated, enthusiastic, confident and assertive Awareness of need for discretion, sensitivity and high levels of confidentiality and diplomacy Actively develops themselves and supports others in what they do Ability to work well with others when under pressure
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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab) . From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab) .
