Job summary An exciting opportunity has arisen to join the Family Health Clinical Care Group supporting the Children's Hospital, Reproductive and Neonatal directorates, to manage, lead and develop the service user engagement and experience agenda across these services, ensuring provision meets all statutory obligations and mandatory local and national objectives. The post holder will lead on all aspects of service co-ordination, which includes service user experience, as well as service user engagement. The post holder will ensure compliance with national standards for service user experience and engagement management. They will work closely with Clinicians, Managers and Pathway Leads to ensure that the Specialties and Departments are using service user experience and feedback to provide optimum quality and experience of care in line with national healthcare standards. The post holder will provide strong leadership across the care group and be highly visible and accessible to staff, students and other learners. Main duties of the job To work as the Matron across the services to further develop and promote patient experience. Focusing on patients, relatives, carers and visitors to the specified services and the Trust. To lead and be accountable for the delivery of National Patient Survey programmes, internal patient experience surveys and feedback and Friends and Family Test across the identified services. The post holder will lead on all aspects of service co-ordination, which includes service user experience, service user engagement across the identified services. To lead and monitor the complaints management across the identified directorates of the Family Health Care group. The post holder will ensure compliance with national standards for service user experience and engagement management Report to the Deputy Director and Director of Nursing and Professions regarding Patient Experience and Engagement updating on patient and carer experience objectives (including PALS) monthly; updating on current performance for quarterly and annual reports to Trust Board and other reports as required. Lead and support the development and management of the family Health Clinical Care Group Patient Experience & Engagement Group; attend other committees/groups as required relevant to this role. Facilitate and support the development of patient and carer stories across the services. See more details in the Job description and Person Specification About us With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation. Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With personal development opportunities available, at NUH we will endeavour to turn your job into a career We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH. Date posted 17 April 2025 Pay scheme Agenda for change Band Band 8a Salary £53,755 to £60,504 a year per annum Contract Permanent Working pattern Full-time Reference number 164-7137853 Job locations Queens Medical Centre Campus Derby Road Nottingham NG7 2UH Job description Job responsibilities To understand the role in more detail, please read the attached job description and person specification Job description Job responsibilities To understand the role in more detail, please read the attached job description and person specification Person Specification Physical Essential IT skills to manage and report on complex information Training & Qualifications Essential Qualified Healthcare Professional Registered with appropriate regulatory body (NMC,HCPC) with a first degree Master's degree or significant equivalent work experience / post basic training Complaints management or relevant experience Expert knowledge of Service User Experience and Engagement Agenda's and good general knowledge of PALS Services. Extensive knowledge of the NHS and current clinical standards Desirable Experience of working across organisational and professional boundaries in the development of healthcare Facilitation of inter-professional learning Project management experience Communication and Relationship skills Essential Excellent communications skills, written and oral Ability to build successful teams Ability to influence and motivate staff to deliver challenging targets Ability to manage conflict Able to motivate and support others and encourage effective team working. Planning and organisation skills Essential Understanding of pro-active performance management within a large service Ability to prioritise own workload and maintain consistent standards Forward thinking, innovative Demonstrates strong organisational skills and abilities Ability to work on own initiative but also as part of a multi-professional team across all Service User Experience Functions specifically including PALS, carer and engagement functions. Analytical and Judgement Skills Essential Strategic thinking Excellent problem solving skills using team when appropriate Understand highly complex clinical information and be able to inform clinical and patient experience strategy Business focused Sensitive to clinical and political demands Innovative thinker with the ability to cut through barriers to change ability to solve complex situations which require analysis and interpretation Person Specification Physical Essential IT skills to manage and report on complex information Training & Qualifications Essential Qualified Healthcare Professional Registered with appropriate regulatory body (NMC,HCPC) with a first degree Master's degree or significant equivalent work experience / post basic training Complaints management or relevant experience Expert knowledge of Service User Experience and Engagement Agenda's and good general knowledge of PALS Services. Extensive knowledge of the NHS and current clinical standards Desirable Experience of working across organisational and professional boundaries in the development of healthcare Facilitation of inter-professional learning Project management experience Communication and Relationship skills Essential Excellent communications skills, written and oral Ability to build successful teams Ability to influence and motivate staff to deliver challenging targets Ability to manage conflict Able to motivate and support others and encourage effective team working. Planning and organisation skills Essential Understanding of pro-active performance management within a large service Ability to prioritise own workload and maintain consistent standards Forward thinking, innovative Demonstrates strong organisational skills and abilities Ability to work on own initiative but also as part of a multi-professional team across all Service User Experience Functions specifically including PALS, carer and engagement functions. Analytical and Judgement Skills Essential Strategic thinking Excellent problem solving skills using team when appropriate Understand highly complex clinical information and be able to inform clinical and patient experience strategy Business focused Sensitive to clinical and political demands Innovative thinker with the ability to cut through barriers to change ability to solve complex situations which require analysis and interpretation 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Nottingham University Hospitals NHS Trusts Address Queens Medical Centre Campus Derby Road Nottingham NG7 2UH Employer's website https://www.nuh.nhs.uk/ (Opens in a new tab)