Go back
The Hospital of St John and St Elizabeth

Head of Patient Experience

The closing date is 05 January 2026

Apply for this job

Job summary

We are looking for an experienced and flexible Head of Patient Experience to support our Director of Patient Safety & Quality Improvement.

Main duties of the job

The post holder will be responsible for ensuring systems are in place to provide meaningful feedback from patients and the public about the quality of all Hospital and Hospice services with effective reporting, analysing of data and shared learning. Ultimately driving service and quality improvements, resulting in excellent patient experience. This is a key post to ensure the provision of high quality, responsive services with the needs of the patient placed at the centre of care delivery.

About us

Located in leafy St Johns Wood on the Jubilee line, minutes from Central London, our luxury private Hospital has an international reputation for providing the highest quality of care to patients and is unique in that all profits fund our onsite Hospice, St Johns.

Details

Date posted

23 December 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

B0263-25-0307

Job locations

60 Grove End Road

St John’s Wood

London

NW8 9NH


Job description

Job responsibilities

  • To work in partnership with Heads of Departments to analyse and share key findings of patient satisfaction survey results with teams and across the wider organisational agenda, assessing these against service standards
  • To consider new innovative ways to continue to gain feedback from patient experience, working closely with Director of Patient Safety, Chief Nursing Officer, Heads of Departments, Marketing and Survey Providers.
  • To respond to all formal complaints according the quality standards set out in the Hospital complaints policy and ISCAS, across the three stages of complaints management.
  • Establish a patient involvement group to provide involvement and feedback into key projects

Job description

Job responsibilities

  • To work in partnership with Heads of Departments to analyse and share key findings of patient satisfaction survey results with teams and across the wider organisational agenda, assessing these against service standards
  • To consider new innovative ways to continue to gain feedback from patient experience, working closely with Director of Patient Safety, Chief Nursing Officer, Heads of Departments, Marketing and Survey Providers.
  • To respond to all formal complaints according the quality standards set out in the Hospital complaints policy and ISCAS, across the three stages of complaints management.
  • Establish a patient involvement group to provide involvement and feedback into key projects

Person Specification

Job Criteria

Desirable

  • Professional Registration in Nursing
  • Management / Leadership training
  • Experience of management of complaints and gaining patient feedback
  • Positive and assertive manner
  • Enthusiasm and commitment to excellent patient care and continuous improvement
  • Good communication skills
  • Ability to influence and motivate others.
  • Proficient IT skills
  • BSc/MSc in Healthcare
Person Specification

Job Criteria

Desirable

  • Professional Registration in Nursing
  • Management / Leadership training
  • Experience of management of complaints and gaining patient feedback
  • Positive and assertive manner
  • Enthusiasm and commitment to excellent patient care and continuous improvement
  • Good communication skills
  • Ability to influence and motivate others.
  • Proficient IT skills
  • BSc/MSc in Healthcare

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.

Employer details

Employer name

The Hospital of St John and St Elizabeth

Address

60 Grove End Road

St John’s Wood

London

NW8 9NH


Employer's website

https://www.hje.org.uk/ (Opens in a new tab)

Employer details

Employer name

The Hospital of St John and St Elizabeth

Address

60 Grove End Road

St John’s Wood

London

NW8 9NH


Employer's website

https://www.hje.org.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Recruitment Coordinator

David Appau

david.appau@hje.org.uk

Details

Date posted

23 December 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

B0263-25-0307

Job locations

60 Grove End Road

St John’s Wood

London

NW8 9NH


Privacy notice

The Hospital of St John and St Elizabeth's privacy notice (opens in a new tab)