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NB: This vacancy closed to applications on 21/06/2022.

Head of Patient Experience & Engagement

Job Reference: J223-A-22-3503

The London Clinic
Healthcare Governance
£65,000 - £77,500 per annum

We have an exciting opportunity for a Head of Patient Experience & Engagement to join our Governance team. This role is a based in our Head Office in Central London (NW1 4LJ). We are offering a competitive salary of up to £77,500 per annum plus a fantastic array of benefits.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with state-of-the-art facilities located around Harley Street. We have approx. 1300 employees across 8 sites, where wecover a broad range of specialisms, including complex medical and surgical procedures and a comprehensive range of cancer and outpatient services.


Job Profile

The Head of Patient Experience & Engagement will lead The London Clinic’s strategy for patient engagement in ensuring that the patient is at the heart of all major initiatives and projects.

This is a key role in our newly integrated healthcare governance function and will be responsible for the leadership of the patient experience strategy at The London Clinic and for ensuring continuous improvement in our complaints handling, concerns, patient satisfaction surveys and developing systems and capabilities for teams to provide local resolution.


  • Job Type: This is a full-time, permanent position working 37.5 hours per week.
  • Salary:Up to £77,500 per annum
  • Location:1 Park Square West, London, NW1 4LJ (Baker Street and Regents Park stations)
  • Benefits package:
    Contributory pension scheme (total annual contribution up to 20%).
    Private Medical Healthcare.
    33 day’s annual leave (Inclusive of bank holidays).
    Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more.
    We also offer excellent career development; with clear career pathways and access to further education.

Key Duties

  • Develop and enhance existing systems to engage with our patients and obtain feedback, including engaging with teams across the hospital to promote patient surveys and patient feedback.
  • The role involves wide-ranging collaboration with both internal and external colleagues. The role requires analysis and interpretation of patient experience information, both quantitative and qualitative and contribution to devising strategies and approaches to resolve issues.
  • Lead monthly patient experience meetings with Heads of Departments ensuring that the survey results are analysed and interpreted; developing and implementing appropriate action plans with ownership from the various Heads of Departments / Managers for their own accountability and responsibility within patient experience to drive service improvements.


Skills &Experience

  • Senior level management experience, including experience in development and delivery of patient experience strategies and improvement programmes
  • Experience working in patient experience or complaints roles
  • Proven experience in a customer facing environment
  • Experience of collaborative working (e.g. with clinicians in health care settings)
  • Experience of working in accordance with the Data Protection Act, GDPR and Caldicott principles
  • Experience of presentations, data analysis and report writing
  • Experience of negotiating with and influencing others
  • HND in Management (desirable)
  • Qualified Nurse/Medical background (desirable)

We are an organisation that has charitable status and this helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes.

The London Clinic’s main hospital spans 8 floors comprising of 234 beds and 10 theatres, including a Hybrid theatre and two minimally invasive and day surgery theatres. Speciality areas include, General surgery; ENT; Gynae; Hepatobiliary; Neuro; Ophthalmic; Orthopaedic; Plastics; Robotic; Urology; Vascular & Bariatric surgery.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.

Disclosure and Barring Service (DBS) Check

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

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