Putting community at the heart of everything we do.
Proud to be a prospective advanced foundation trust, CLCH is one of the largest community healthcare providers in the country, employing more than 4,500 staff and caring for more than four million people across London and Hertfordshire. We believe in working together to give children a better start and adults greater independence. Our diverse team of professionals supports patients at every stage of their lives, from health visiting for newborn babies to community nursing, stroke rehabilitation, and palliative care.
By joining CLCH, you will be part of a dynamic and supportive team that values innovation, compassion, and excellence. We offer a range of exciting career opportunities and are committed to your professional development and well-being.
To join us and help make a real difference in the communities we work in, browse our latest jobs and opportunities below.
Main area Patient Experience - Quality and Learning Grade Band 8a Contract Fixed term: 6 months (from start date) Hours Full time - 37.5 hours per week Job ref 824-CORP-
Site Soho Walk in Centre Town London Salary £66,274 - £73,496 per annum, inclusive of HCAS Salary period Yearly Closing 26/08/ :59
Welcome to Central London Community Healthcare (CLCH)
At CLCH, we proudly serve as a beacon of compassionate community healthcare across 14 vibrant London boroughs — Barnet, Brent, Ealing, Hammersmith & Fulham, Harrow, Hounslow, Kensington and Chelsea, Merton, Richmond, Wandsworth, Westminster, Hillingdon, Sutton, and Kingston — as well as Hertfordshire. We bring care closer to home, embracing the rich diversity of these communities with dedication and heart.
Recognised as a Good provider by the Care Quality Commission and celebrated among the top NHS employers, we are united by a shared passion: empowering our community health professionals to deliver care that truly makes a difference.
We are deeply committed to fostering an environment where every member of our team feels respected, valued, and inspired—a place where fairness, kindness, and inclusion blossom. Our culture is rooted in the principles of the NHS People Plan, Our NHS People Promise, and our own strategic Equality values and objectives, guiding us to create a truly supportive and inclusive workplace.
Together, we build a caring community where the warmth we show one another shines through in every life we touch.
Job overview
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.
Main duties of the job
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.
Working for our organisation
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.
Detailed job description and main responsibilities
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.
Person specification
Education/Qualification
- Degree-level qualification or equivalent experience
- Formal project management qualification, such as PRINCE2, APM, MSP, Agile or equivalent
- Evidence of continuing professional development relevant to project management, patient experience, complaints, service improvement or healthcare leadership
Experience
- Significant experience of managing projects or programmes within a complex organisation
- Experience of working at a senior level and influencing senior managers, clinical leaders, and operational teams
- Experience of patient experience, complaints, PALS, engagement, governance or quality improvement functions
- Experience of supporting staff and stakeholders through change, including bringing senior colleagues with competing priorities on the journey
Skills & Knowledge
- Strong project management skills, including planning, milestone tracking, risk and issue management, reporting and delivery
- Knowledge of NHS patient experience frameworks, complaints management, PALS, FFT/PREMs and patient engagement approaches
- Excellent written and verbal communication skills, including the ability to prepare reports for senior forums
- Ability to manage competing priorities and maintain delivery momentum across multiple workstreams
- Knowledge of national policy relating to complaints, patient experience, engagement, health inequalities or community healthcare
Key Attributes
- Able to operate effectively and credibly at a senior level
- Resilient and confident in managing challenge, ambiguity and competing views
- Committed to improving patient experience, complaints learning and outcomes for patients and communities
We review all applications carefully to ensure fairness and verify references. At interview, you will be asked about your experience, so be honest and ensure all information is accurate. The use of AI during interviews is not permitted.
If you use AI or other tools to support your application, it must reflect your own skills, knowledge, and experience. Supporting information should be in your own words and include your personal insights. AI can assist with drafting but may produce generic or inaccurate content. Applications that rely heavily on AI may lack authenticity and reduce your chances of success.
CLCH Trust does not recommend relying solely on AI when completing your application.
CLCH Commitment to Equality, Diversity, and Inclusion
CLCH is proud to be a Disability Confident Committed employer. We believe that a diverse and inclusive workforce is essential for providing exceptional patient care. We are dedicated to attracting and retaining talent from all backgrounds, including ethnic minorities, the LGBTQ+ community, and people with disabilities.
As a Disability Confident employer, we pledge to:
- Guarantee an interview to all disabled applicants who meet the essential criteria for a role.
- Provide reasonable adjustments to support diverse needs throughout the recruitment and employment process.
- Challenge misconceptions about disability and foster an inclusive culture for everyone.
We are committed to building a workplace where all staff feel valued and have the opportunity to thrive. Simply let us know how we can support you.
Learn more about our equal opportunities policy on our website: Equal opportunities: Central London Community Healthcare NHS Trust clch.nhs.uk
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
This vacancy may close early if it receives a high number of applications. Please complete and submit your applications on time to avoid disappointment.
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