Are you passionate about improving patient experience and helping shape high-quality services? We are looking for a skilled and motivated Patient Experience Project Manager to lead improvement projects that make a meaningful difference to patients, families and 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 of Continuing 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, operational and corporate teams, you will coordinate projects that improve consistency, strengthen governance and embed learning from patient feedback into service improvement. You will develop project plans, manage risks, monitor progress and 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.
You will:
Lead and deliver Trust-wide patient experience and complaints improvement projects, with an initial focus on CHC services.
Develop and manage project plans, milestones, risks, actions, governance arrangements and reporting to support successful delivery.
Work collaboratively with clinical, operational and corporate colleagues to implement consistent patient experience and complaints processes.
Review and approve CHC-related complaints, ensuring investigations, responses, action plans and learning are compassionate, robust and compliant with Trust and regulatory requirements.
Use patient feedback, patient stories, complaints, FFT and PREMs to identify opportunities for continuous service improvement.
Monitor progress against agreed objectives , quality standards and performance measures, providing clear updates to governance groups and senior stakeholders.
Support teams through change by facilitating engagement, encouraging collaboration and promoting shared ways of working.
Ensure learning from complaints and patient feedback is embedded into practice to improve quality, safety and patient experience across the Trust.
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.
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 Trust’s values of Accountability, Inclusion, Compassion, and Empowerment.
