Job summary
We are seeking an exceptional and visionary leader to join our Executive team as theChief Patient Experience Officer (CPEO). This pivotal role directly impacts the experiences of service users, carers, and the wider community within our healthcare system. As CPEO, you will be instrumental in ensuring that our healthcare delivery is not only effective but also deeply aligned with the needs, voices, and expectations of those we serve.
The CPEO will lead with a focus on creating a compassionate, inclusive, and responsive healthcare environment. Engaging with service users, carers, and community members--especially those with first hand experience in our services--will be at the core of your work. You will drive initiatives that put their feedback at the heart of our decision-making and operational processes, directly influencing the strategic direction of our twelve large-scale change programmes.
Main duties of the job
- Champion Patient & Carer Voices: Actively engage with a wide range of individuals to ensure that their insights, experiences, and needs inform the design and delivery of our health services.
- Lead Health Equity Initiatives: Identify and address disparities in healthcare access and outcomes, working systematically to bridge gaps in care and service delivery across all segments of our community.
- Collaborate: Work closely with clinical teams and system partners to create a collaborative culture where service user and carer feedback is actively sought, valued, and incorporated into decision-making.
- Enhance Patient Experience: Lead efforts to improve the overall patient and carer experience, ensuring interactions with our services, including our leading Recovery College, are consistently positive, meaningful, and supportive of well-being.
- Drive Change & Innovation: Spearhead initiatives that promote empathy, responsiveness, and inclusivity in healthcare delivery. Implement best practices to continuously improve patient engagement and care.
- Proven Leadership: Experience in a senior role with a focus on patient experience, community engagement, or health equity.
- Strategic Vision: Ability to influence and shape the direction of large-scale change programmes through the integration of service user and carer perspectives.
- Communication: Excellent interpersonal & communication skills, with the ability to engage a diverse range of stakeholders and create meaningful dialogue.
About us
Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.
Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.
Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.
Job description
Job responsibilities
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!
Job description
Job responsibilities
Please find attached our Job Description and Person Specification for more detail on your Key Accountabilities, then if you feel you have what it takes to make a difference in your local communities, click APPLY!
Person Specification
Qualifications
Essential
- Must be clinically qualified and up to date/ registered with relevant professional body or Bachelor's degree in a relevant field (e.g., Public Health, Social Work, Healthcare Administration) required; Master's degree preferred.
- Demonstrable experience in patient experience, community engagement, or related roles within the healthcare sector.
Experience
Essential
- Strategic thinker with a track record of successfully implementing large-scale change initiatives.
- Proven experience in a senior leadership role within the healthcare or mental health sector
Skills
Essential
- Demonstrated ability to engage with diverse stakeholders, including patients, carers, clinical teams, and community partners
- Exceptional communication and interpersonal skills, with a focus on empathy and active listening.
Desirable
- Demonstrated ability to work collaboratively with diverse stakeholders and build effective partnerships. Knowledge of health equality issues and best practices in patient experience and engagement.
Knowledge
Essential
- Commitment to fostering an inclusive and supportive healthcare environment
Desirable
- Empathetic and compassionate, with a strong commitment to improving the experiences of service users and carers.
Person Specification
Qualifications
Essential
- Must be clinically qualified and up to date/ registered with relevant professional body or Bachelor's degree in a relevant field (e.g., Public Health, Social Work, Healthcare Administration) required; Master's degree preferred.
- Demonstrable experience in patient experience, community engagement, or related roles within the healthcare sector.
Experience
Essential
- Strategic thinker with a track record of successfully implementing large-scale change initiatives.
- Proven experience in a senior leadership role within the healthcare or mental health sector
Skills
Essential
- Demonstrated ability to engage with diverse stakeholders, including patients, carers, clinical teams, and community partners
- Exceptional communication and interpersonal skills, with a focus on empathy and active listening.
Desirable
- Demonstrated ability to work collaboratively with diverse stakeholders and build effective partnerships. Knowledge of health equality issues and best practices in patient experience and engagement.
Knowledge
Essential
- Commitment to fostering an inclusive and supportive healthcare environment
Desirable
- Empathetic and compassionate, with a strong commitment to improving the experiences of service users and carers.
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.
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).
Additional information
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.
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).
