Central London Community Health Trust

Patient Experience Project Manager

This job is now closed

Job summary

Are you passionate about improving patient experience and helping shape high-quality services? We are looking for a skilled and motivatedPatient Experience Project Managerto lead improvement projects that make a meaningful difference to patients,familiesand colleagues across the Trust.

In this role, you will lead a programme of patient experience and complaints improvement projects, initially supporting the mobilisation and alignment ofContinuing Healthcare (CHC)patient experience, complaints processes, PALS, Friends and Family Test (FFT), Patient Reported Experience Measures (PREMs), patient stories and engagement activities.

Working closely with clinical,operationaland corporate teams, you will coordinate projects that improve consistency, strengthengovernanceand embed learning from patient feedback into service improvement. You will develop project plans, manage risks,monitorprogressand demonstrate measurable benefits, ensuring projects are delivered on time and to a high standard.

This is an excellent opportunity for an experienced project manager who enjoys working collaboratively, building positive relationships and leading change in a complex healthcare environment. If you are committed to improving patient experience and delivering lasting improvements, we would welcome your application.

Main duties of the job

You will:

Lead and deliver Trust-wide patient experience and complaints improvement projects, withan initialfocus on CHC services.

Develop and manage project plans, milestones, risks, actions, governance arrangements and reporting to support successful delivery.

Work collaboratively with clinical,operationaland corporate colleagues to implement consistent patient experience and complaints processes.

Review and approve CHC-related complaints, ensuring investigations, responses, actionplansand learning are compassionate,robustand compliant with Trust and regulatory requirements.

Use patient feedback, patient stories, complaints, FFT and PREMs toidentifyopportunities for continuous service improvement.

Monitor progress against agreedobjectives, qualitystandardsand performance measures, providing clear updates to governance groups and senior stakeholders.

Support teams through change byfacilitatingengagement, encouragingcollaborationand promoting shared ways of working.

Ensure learning from complaints and patient feedback is embedded into practice to improve quality,safetyand patient experience across the Trust.

About us

We are proud to be one of the largest community healthcare providers in the country, with more than 4,500 colleagues caring for over four million people across London and Hertfordshire. Every day, our teams bring their skill, compassion, and determination to the people who depend on us.

What inspires us is at the heart of who we are: when we work together, we can help people move forward in ways that truly matter. Our teams support children as they take their first steps in life, and they stand beside adults as they rebuild strength, confidence, and independence. From newborn health visiting to community nursing, stroke rehabilitation, and palliative care, we are there for people through some of life's most important moments.

Joining Central London Community Healthcare means becoming part of a community that lifts each other up. It means working in an organisation that values compassion, welcomes new ideas, and believes in the potential of every colleague. Your development matters here. Your wellbeing matters. Your voice helps shape the future of the care we provide.

We offer a competitive employment package because the work you do matters. At Central London Community Healthcare, you will join an inclusive organisation that invests in its people, supports development, and helps you thrive while delivering high-quality care.

Date posted

10 August 2026

Pay scheme

Agenda for change

Band

Band 8a

Salary

£66,274 to £73,496 a year per annum, inclusive of HCAS

Contract

Fixed term

Duration

6 months

Working pattern

Full-time

Reference number

824-CORP-8204084

Job locations

Soho Walk in Centre

1 Frith St

London

W1D 3HZ

United Kingdom

Job description

Job responsibilities

Applicants are expected to present clear and relevant evidence of the competencies and responsibilities detailed in the attached Job Description and Person Specification, together with a demonstrated commitment to the Trusts values of Accountability, Inclusion, Compassion, and Empowerment.

Job description

Job responsibilities

Person Specification

Skills & Knowledge

Essential

Strong project management skills, including planning, milestone tracking, risk and issue management, reporting and delivery
Knowledge of NHS patient experience frameworks, complaints management, PALS, FFT/PREMs and patient engagement approaches
Excellent written and verbal communication skills, including the ability to prepare reports for senior forums
Ability to manage competing priorities and maintain delivery momentum across multiple workstreams

Desirable

Knowledge of national policy relating to complaints, patient experience, engagement, health inequalities or community healthcare

Key Attributes

Essential

Able to operate effectively and credibly at a senior level
Resilient and confident in managing challenge, ambiguity and competing views
Committed to improving patient experience, complaints learning and outcomes for patients and communities

Education/Qualification

Essential

Degree-level qualification or equivalent experience
Formal project management qualification, such as PRINCE2, APM, MSP, Agile or equivalent
Evidence of continuing professional development relevant to project management, patient experience, complaints, service improvement or healthcare leadership

Experience

Essential

Significant experience of managing projects or programmes within a complex organisation
Experience of working at a senior level and influencing senior managers, clinical leaders and operational teams
Experience of patient experience, complaints, PALS, engagement, governance or quality improvement functions
Experience of supporting staff and stakeholders through change, including bringing senior colleagues with competing priorities on the journey

Person Specification

Skills & Knowledge

Essential

Strong project management skills, including planning, milestone tracking, risk and issue management, reporting and delivery
Knowledge of NHS patient experience frameworks, complaints management, PALS, FFT/PREMs and patient engagement approaches
Excellent written and verbal communication skills, including the ability to prepare reports for senior forums
Ability to manage competing priorities and maintain delivery momentum across multiple workstreams

Desirable

Knowledge of national policy relating to complaints, patient experience, engagement, health inequalities or community healthcare

Key Attributes

Essential

Able to operate effectively and credibly at a senior level
Resilient and confident in managing challenge, ambiguity and competing views
Committed to improving patient experience, complaints learning and outcomes for patients and communities

Education/Qualification

Essential

Degree-level qualification or equivalent experience
Formal project management qualification, such as PRINCE2, APM, MSP, Agile or equivalent
Evidence of continuing professional development relevant to project management, patient experience, complaints, service improvement or healthcare leadership

Experience

Essential

Significant experience of managing projects or programmes within a complex organisation
Experience of working at a senior level and influencing senior managers, clinical leaders and operational teams
Experience of patient experience, complaints, PALS, engagement, governance or quality improvement functions
Experience of supporting staff and stakeholders through change, including bringing senior colleagues with competing priorities on the journey

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

Central London Community Health Trust

Address

Soho Walk in Centre

1 Frith St

London

W1D 3HZ

United Kingdom

Employer's website

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

Employer details

Employer name

Central London Community Health Trust

Address

Soho Walk in Centre

1 Frith St

London

W1D 3HZ

United Kingdom

Employer's website

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