Job overview

Reporting to the Patient Experience Lead, this post forms part of the Patient Experience Team to support the delivery of the Trust’s Quality Strategy and vision to ensure ‘Excellent Care for all’ through the delivery of safe, effective and high quality services, that ensure the people who use our services, their families, carers and visitors receive a positive experience.

The post holder will be responsible for;

·    Delivering the day to day systems and processes to support effective patient experience across the Trust, providing support and information to staff to deliver trust wide systems and processes.

Supporting a culture that improves quality by enabling the delivery of high quality care through the effective identification of lessons/areas for improvement and promotion of learning as a result of data analysis and investigation, using audit and evaluation cycles to seek assurance.

Interviews: 17th August 2026 (to involve a full day Assessment)

Main duties of the job

Operational Responsibilities

• Support the development and delivery of the patient experience team programme of work/plan in line with local and statutory requirements.
• Support the collation of documentary evidence needed to support any external assessment in relation to patient experience.
• Support actions identified and undertaken to decrease the risk of poor experience or incidents occurring and to improve outcomes in relation to people who use our service, their families or carers, staff and visitor safety.
• Effective liaison and communication with all Trust staff in relation to patient experience policies, procedures and guidelines ensuring that all staff are aware of their responsibilities.
• Contribute to internal and external Trust publications as required to promote robust incident patient experience and reporting.
• Monitor and ensure the patient experience sections of the Trust’s intranet and internet sites are up to date.  Ensure the pages provide relevant and up to date information for staff, patients and the public on quality and patient experience issues.
• Regularly monitor systems and processes for feedback, to ensure the completion of timely responses and collation of trends and themes with the development of action plans were required.
• Monitor the implementation and progress of action plans to reduce identified areas of risk, and enable continuous and quality improvement, escalating as appropriate areas of concern in line with Trust policy.

Working for our organisation

Croydon Health Services NHS Trust provides hospital and community services across Croydon through a range of clinics and specialist centres. Formed in August 2010 from the integration of Croydon Community Health Services and Mayday Healthcare NHS Trust, we employ around 4,100 staff serving a diverse population of over 360,000 people.

Our main site, Croydon University Hospital, is one of the busiest in London. We are also leading the way in delivering more healthcare in community settings and people’s homes. Our district nursing teams, Allied Health Professionals and community matrons care for people of all ages across the borough.

Like the wider NHS, we are working hard to meet increasing demand. With the right people on board, we continue to innovate and transform our services to provide the highest quality care for local residents. We place strong emphasis on education, training and career development for all staff.

If you want to make a real difference, challenge yourself and be part of a Trust that’s shaping local healthcare, Croydon Health Services could be the place for you.

At Croydon Health Services NHS Trust, we are committed to supporting flexible working arrangements. Applicants are encouraged to discuss any flexibility they may need during the recruitment process.