About this role
Job summary
This is a high-impact leadership role at the heart of women's health, shaping how care is experienced by women, families and staff. As Patient Experience Lead, you will influence culture, drive meaningful improvement, and ensure that every voice -especially those less often heard -translates into safer, more responsive care.You'll need credibility, emotional intelligence and the confidence to navigate complex, sometimes challenging situations, bringing together clinical teams, senior leaders and service users to deliver real change. This is not a passive role, it requires someone who can think critically, act decisively and lead with both compassion and accountability.In return, you'll join a forward-thinking, values-driven organisation where your work directly impacts quality, safety and equity at scale. If you're motivated by making systems better, not just managing them, and want to lead work that genuinely improves outcomes and experiences, this is a role where you can make your mark.
Main duties of the job
You will lead and coordinate patient experience, complaints and governance activity across women's health and the perinatal service, translating feedback, incidents and data into clear, actionable improvements. Working at pace across multiple services, you will manage complex concerns, oversee investigations and produce high-quality reports for senior forums, including Board-level meetings.The role requires a clinical with strong analytical skills, sound clinical judgement and the ability to influence across multidisciplinary teams. You will work closely with clinical and corporate colleagues to identify themes, track performance and ensure learning is embedded into practice.You will also support quality improvement, contribute to audit and guideline development, and help maintain a culture of openness, accountability and continuous learning. This role suits someone organised, resilient and confident in handling sensitive situations, who can balance competing priorities while maintaining a clear focus on improving care and experience.
About us
University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.
We provide first-class acute and specialist services across eight sites:
University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
National Hospital for Neurology and Neurosurgery
Royal National ENT and Eastman Dental Hospitals
University College Hospital Grafton Way Building
Royal London Hospital for Integrated Medicine
University College Hospital Macmillan Cancer Centre
The Hospital for Tropical Diseases
University College Hospital at Westmoreland Street
We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women's health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has world class support services including critical care, imaging, nuclear medicine and pathology.
Job description Job responsibilities
For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.
Come and be a part of the best NHS trust in England to work for, according to our staff*
* UCLH top trust to work at in England - In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the third year in a row.
UCLH recognises the benefits of flexible working for staff To find out more, visit: Flexible working.
To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?
Person Specification
Knowledge and Qualifications Essential
Registered Midwife or Nurse on NMC Register Educated to Degree level or equivalent Leadership Qualification Evidence of ongoing professional training/development
Desirable
Specialist clinical governance and risk management knowledge acquired through recognised training programme or experience Educated to Masters Level Teaching qualification, SSSA trained or equivalent
Experience Essential
Demonstrate significant experience of clinical midwifery or nursing practice, with ward management and/or outpatient experience Experience in handling patient complaints Knowledge of CQC and general standard audit requirements
Desirable
Experience in clinical audit Knowledgeable in clinical audit and research methodology Experience in planning and coordination, e.g. project management Knowledge of current NHS trends in clinical audit - especially relating to maternity services Experience in developing clinical guidelines
Skills and Abilities Essential
Effective numerate skills - able to understand, analysis statistics, manage databases and present them in reports Time management and organisational skills Computer-literacy, advanced keyboard skills, data inputting, word-processing, PowerPoint, internet/literature searching and e-mail Proactive in seeking and understanding patient feedback Proven ability to work within a demanding/stressful environment
Values Essential
Taking personal responsibility so far as is reasonably practicable, in helping ensure that effective prevention and control of health care associated infections is embedded into everyday practice and applied consistently.
Communication Essential
Effective written and communication skills Excellent interpersonal skills
Desirable
Good presentation skills
Personal and People Development Essential
Self-motivated and committed to continuous professional development Women-centred approach to care Ability to work independently or as a member of a team
Responsibilities towards promoting Equality Diversity and Inclusion Essential
Understanding the needs of those from marginalised groups, and those at risk of or experiencing health inequalities Demonstratable understanding of the Equality, Diversity, and Inclusion
Ensure the risk of infection to self, colleagues, patients, relatives and visitors is minimised by: Essential
Being familiar with, and adhering to Trust policies and guidance on infection prevention and control. Taking personal responsibility so far as is reasonably practicable, in helping ensure that effective prevention and control of health care associated infections is embedded into everyday practice and applied consistently.
Specific Requirements Essential
Flexible, able to work flexibly to suit the needs of the service
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.
Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
UK Registration
Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).
Employer details Employer name University College London Hospitals NHS Foundation Trust
Address University College London Hospital
250 Euston Road
London
NW1 2PG
United Kingdom
Employer's website https://www.uclh.nhs.uk (Opens in a new tab)