Barnsley Hospital NHS Foundation Trust

2274 - Patient and Carer Experience Lead

The closing date is 08 September 2025

Job summary

Interview Date: TBC

Join our passionate and forward-thinking Patient Experience Team at Barnsley Hospital NHS Foundation Trust., where your leadership will directly shape how patients, carers, and families experience our care. The role involves being at the heart of driving improvements that matter-translating feedback into action, championing compassionate care, and embedding the voice of patients into every level of service delivery.

Youll lead on trust-wide initiatives to enhance patient and carer involvement, support the development and oversee experience workstreams, and collaborate with clinical and operational teams to co-design services that reflect what truly matters to those we serve.

Key responsibilities include:

Leading the NHS Friends and Family Test, ensuring performance targets are met and while exploring innovative approaches.

Support the management and CBU improvement planning of national survey as well as supporting local surveys and championing diverse feedback mechanisms.

Enhancing the quality and accessibility of patient information through a growing database.

Supporting the implementation and review of Trust policies that influence patient experience.

Building strong partnerships with patients, carers, and stakeholders to embed feedback into service transformation.

Collaborating with CBU 3 to deliver service improvements aligned with Trust-wide priorities.

Driving initiatives that improves access and equity for patients with protected characteristics.

Main duties of the job

As the Patient and Carer Experience Lead, you will play a vital role in supporting CBU 3 to enhance the quality of care by driving service improvements rooted in real patient and carer feedback. Youll be the voice of our patients translating their experiences into actionable insights that shape compassionate, inclusive, and high-quality services.

To thrive in this role, youll need to be a confident communicator and collaborator, able to engage with patients, carers, and staff at all levels. Youll bring strong analytical skills to interpret feedback and present it in meaningful ways that influence change. Your ability to manage complex conversations with empathy, lead group discussions, and work both independently and and as part of a team will be key.

Were looking for someone with:

Excellent communication, influencing, and facilitation skills.

Strong organisational and analytical abilities.

High emotional intelligence and compassion.

A commitment to equality, diversity, and inclusion.

If youre passionate about improving patient experience and want to make a real difference, wed love to welcome you to our supportive and progressive team. Youll also be expected to demonstrate the Trusts values and behaviours in everything you do.

About us

We reserve the right to close positions early

Barnsley Hospital NHS Foundation Trust is a high performing Trust, currently rated Good by the Care Quality Commission (CQC) and achieving significant progress in the delivery of our strategic objectives, including our ambition to be the best Place to Work

We scored best in the country in the most recent NHS Staff Survey for teamwork, compassionate leadership, and supporting work/life balance. In 2024's survey, the Trust also scored above average in every theme of the NHS People Promise the promise NHS colleagues make to each other to improve the experience of working in the NHS for everyone

We are proud of the commitment of our colleagues to ensuring a strong and sustainable future and our organisation is highly valued by our local communities

There has never been a better time to join Barnsley Hospital. It is moving at pace and a we can do this attitude is evident right through the organisation

Barnsley Hospital NHS FT is committed to promoting equality of opportunity and fair treatment to all applicants

For individuals who may require sponsorship under the skilled worker or health & care visa route please use the link on the right hand side of the advert to check your eligibility, please note that band 2 and 3 entry roles are no longer eligible for sponsorship

The cost of the DBS (criminal records check) for Band 6 and above roles will only be met by the successful candidate(s) through salary deduction

Date posted

01 September 2025

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year pro/rata

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

C9163-2274E-09-25

Job locations

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Job description

Job responsibilities

Job Description for Patient & Carer Experience Lead

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Job description

Job responsibilities

Job Description for Patient & Carer Experience Lead

Please refer to the attached Job Description and Person Specification for full details of the role and responsibilities.

Supporting Documents

Please refer to the values-based recruitment guidance and associated documentation.

Person Specification

Qualifications

Essential

Educated to degree level or equivalent experience of working within a patient experience or service improvement environment in the NHS within the Acute sector.

Trust Values

Essential

In around 100 words please describe what Equality & Diversity means to you and why they are important.
In around 100 words please describe an example of where you have helped to improve the service of a department.

Personal Attributes

Essential

Consideration and compassion for others.
To have a non judgmental and inclusive approach to engagement and involvement of patients and public.
High levels of emotional intelligence.

Knowledge & Awareness

Essential

Knowledge and understanding of theory, methodologies, frameworks and tools relating to patient experience/service improvement.
Understanding of NHS policy and the operation of the NHS and wider health and social care economy.
Knowledge of NHS regulatory policies/procedures and legislation.
Knowledge of the quality improvement agenda within the NHS.
NHS Complaints procedures and PALS service delivery.
Experience in data capture, analysis and reporting relating to service delivery/patient experience.
Computer literate with demonstrable experience of using Microsoft Office packages, e.g Word, Excel, Access, PowerPoint, internet access, email.

Desirable

Demonstrable experience of influencing decision making within an organisation.
Knowledge of using risk management software packages to report on emerging trends and themes from wider patient feedback mechanisms.

Experience

Essential

Experience of working with patient, public and staff to improve and inform service delivery and improvement within the NHS.
Experience of working within an Acute Hospital/provider environment.
Experience of customer service delivery/methodology to drive improvement in service delivery.
Experienced in using data capture, analysis and reporting methods to inform service delivery/improvement.

Desirable

Experience of working in service improvement/audit/customer service functions within the NHS.

Person Specification

Qualifications

Essential

Educated to degree level or equivalent experience of working within a patient experience or service improvement environment in the NHS within the Acute sector.

Trust Values

Essential

In around 100 words please describe what Equality & Diversity means to you and why they are important.
In around 100 words please describe an example of where you have helped to improve the service of a department.

Personal Attributes

Essential

Consideration and compassion for others.
To have a non judgmental and inclusive approach to engagement and involvement of patients and public.
High levels of emotional intelligence.

Knowledge & Awareness

Essential

Knowledge and understanding of theory, methodologies, frameworks and tools relating to patient experience/service improvement.
Understanding of NHS policy and the operation of the NHS and wider health and social care economy.
Knowledge of NHS regulatory policies/procedures and legislation.
Knowledge of the quality improvement agenda within the NHS.
NHS Complaints procedures and PALS service delivery.
Experience in data capture, analysis and reporting relating to service delivery/patient experience.
Computer literate with demonstrable experience of using Microsoft Office packages, e.g Word, Excel, Access, PowerPoint, internet access, email.

Desirable

Demonstrable experience of influencing decision making within an organisation.
Knowledge of using risk management software packages to report on emerging trends and themes from wider patient feedback mechanisms.

Experience

Essential

Experience of working with patient, public and staff to improve and inform service delivery and improvement within the NHS.
Experience of working within an Acute Hospital/provider environment.
Experience of customer service delivery/methodology to drive improvement in service delivery.
Experienced in using data capture, analysis and reporting methods to inform service delivery/improvement.

Desirable

Experience of working in service improvement/audit/customer service functions within the NHS.

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

Barnsley Hospital NHS Foundation Trust

Address

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Employer's website

https://www.barnsleyhospital.nhs.uk (Opens in a new tab)

Employer details

Employer name

Barnsley Hospital NHS Foundation Trust

Address

Pogmoor Road

Barnsley

South Yorkshire

S75 2EP

Employer's website

https://www.barnsleyhospital.nhs.uk (Opens in a new tab)