Job overview

Responsible for the leadership, development and co-ordination of patient and public engagement activities across the Trust in order to influence the development and delivery of services. This includes working in partnership with Trust service leads, governors, external and voluntary organisations to gain stakeholder engagement and lead or support service improvements. 

Provide specialist advice and guidance to the organisation in accordance with current legislation, NHS initiatives, NHS guidance and best practice.

Develop and maintain strategies and policies to ensure stakeholders play a key role in designing, re-configuring and evaluating services and service improvement.

To ensure a comprehensive training and development programme is in place for all staff to enable excellent customer care and an effective complaints process.  

Overall day to day management of the Patient Advice and Liaison Service. 

Budget holder for service.

Main duties of the job

Main Responsibilities and Duties

• Take overall strategic responsibility for developing and implementing all aspects of patient experience to ensure an effective and integrated service across the organisation.  To work in partnership with governors, external and voluntary organisations to gain stakeholder engagement and lead or support service improvements across the whole patient pathway.

• To ensure the Complaints Lead is delivering an effective complaints and feedback process within the Trust that meets all statutory and regulatory requirements and that appropriate learning results from feedback.

• Take the strategic lead for the Friends and Family Test ensuring national guidance is implemented and the results are reported internally and to the commissioners.  Ensure teams learn and act on themes arising from patient feedback.

• To be the Trust’s Carers Lead, promoting carer awareness, support and inclusion throughout the organisation. This includes Membership representation at the BSW Carers Forum and sharing demonstrated improvements to BSW ICS Carers Stakeholder Engagement & Maturity Matrix in accordance with local quality contract requirements.

• To provide regular reports to the Trust Board, Clinical Governance Committee, Divisional Management Teams and commissioners on patient experience (, national patient surveys, Friends and Family test, PPI work

Working for our organisation

Salisbury NHS Foundation Trust (SFT) is an innovative hospital with a proud heritage and over 250 years of experience behind us. Here we’re driven to deliver an outstanding experience for everyone and have been well regarded for the quality of care and treatment we continue to provide for our patients and also our staff.

We are an acute Trust, rated “Good” by the CQC, with a track record of high performance providing regional and super regional specialist services such as: Burns, Plastics & Reconstructive Surgery, Wessex Regional Genetics Laboratory, Wessex Rehabilitation, Spires Cleft Centre and the Duke of Cornwall Spinal Treatment Centre. We have about 470 beds and employ over 4000 staff.

We support flexible working and will consider requests taking into account the needs of the service.  We think working here is pretty rewarding.  You can access a range of NHS discounts, receive a minimum of 35 days paid holiday (pro rata), and we offer a generous pension scheme. On-site benefits include car parking (fee applies), leisure centre, day nursery and holiday play scheme. 

Salisbury is an attractive place to live and work and really gives you the best of everything.  With easy access to London and local airports, the city of Southampton is only a short train or car journey away or if you prefer the sea, Bournemouth is also accessible.  Don’t just take our word for it, why not explore what Salisbury has to offer by visiting www.experiencesalisbury.co.uk