Patient Experience & Involvement Manager

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.

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).

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.

Qualifications

Essential: - Degree level or equivalent experience; - Post Graduate qualification or equivalent experience

Desirable: - Quality Improvement qualification; - Facilitation or engagement qualification

Experience

Skills

Desirable: - Recognised patient and public involvement training/courses

Knowledge

Desirable: - Patient partnership programmes; - Knowledge of NHS patient and public involvement

Values

Essential: - Ability to demonstrate the organisational values and behaviours

Other