About this role
Job summary
The Head of Patient Experience will lead the transformation of the ICB's complaints and Patient Experience function into a proactive, insight-driven service that informs commissioning and serviceimprovement. Reporting to the Chief of Staff, the postholder willensure compliance with statutory complaints processes while embedding a culture oflearning from patient feedback. They will oversee Freedom of Information responsesand work closely with engagement teams to strengthen public involvement in ICBdecision-making.The role will champion patient voice, ensuring experiences shape policy and practice,and will develop systems to monitor and report on trends, driving continuousimprovement across the organisation.
Main duties of the job
o Provide strategic leadership for the patient experience function, ensuringstatutory compliance with complaints responses and embedding a culture oflearning from feedback to drive continuous improvement across the ICB andwider system.
o Oversee complaints and Freedom of Information functions, deliveringtransparent, timely resolution and using insights to strengthen organisationalaccountability and inform board-level decisions.
o Harness patient experience intelligence to shape commissioning and servicetransformation, ensuring lived experience drives improvements in quality, equity,and outcomes.
o Collaborate with engagement teams and system partners to deliver meaningfulconsultations and co-production, fostering public trust and ensuring patient voiceinfluences policy and strategic priorities.
o Develop and implement advanced reporting and analytics frameworks to monitortrends, identify risks, and influence strategic decisions, while representing the ICBin regional and national forums to share best practice and align with NHSpriorities
About us
We are committed to promoting equal opportunities to achieve equity of access, experience and outcomes and to recognising and valuing people's differences. We are passionate about creating an inclusive workplace that promotes and values diversity; we see this as a strength and part of our founding mission, values and behaviours. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers patient outcomes.
We are committed to creating the best place to work, where your contribution is valued, your wellbeing is supported and all our colleagues can reach their full potential. We welcome and encourage applications from all areas of the community, who meet the criteria for the role, regardless of their protected characteristic. We work to ensure that our recruitment processes are as inclusive as possible to everyone, including making adjustments for people who have a disability or long-term condition and support with the recruitment process for people with lived experience.
We are happy to discuss flexible working options for all roles.
We operate a Carer friendly working environment that is supportive and inclusive. We actively encourage Carers to self-identify themselves.
We are a Disability Confident Employer and commit to shortlisting suitable applicants who meet the essential criteria for an interview. Please inform us of any adjustments you may require.
Job description Job responsibilities
For further information on this role please see the job description and person specification attached.
Person Specification
Knowledge and Experience Essential
Significant experience at Senior Management within the NHS, public sector, or a comparable complex system Expert in the statutory and regulatory responsibilities of correspondence, complaints and FOI handlings Leadership experience in a complex, multi-agency environment, ideally within health and care commissioning. Demonstrable success in delivering organisational change, transformation, and integration at scale. Strong track record in delivery of strategic planning, commissioning, and/or system-wide service redesign to improve outcomes and value for money. Experience of leading in a politically sensitive environment and balancing competing demands with diplomacy and sound judgement.
Skills Essential
Strong relationship-building and partnership-working capabilities, able to develop trust and credibility quickly across organisational boundaries Highly developed analytical skills and the ability to interpret highly complex data to inform strategy, decision-making, and performance improvement. Skilled in managing complexity and ambiguity, making sound decisions under pressure, and maintaining focus on long-term goals while managing immediate challenges
Qualifications Essential
Educated to Masters level or extensive equivalent experience in a relevant field (e.g. health, care, public services, management, or related discipline). Evidence of continuous professional development, with a track record of keeping skills and knowledge current.
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 NHS Central East ICB
Address Central East ICB
Central East ICB
CB7 4EA
United Kingdom
Employer's website https://www.centraleast.icb.nhs.uk/ (Opens in a new tab)