Employer Cambridge University Hospitals NHS Foundation Trust Employer type NHS Site Westbrooke House Town Newmarket Salary £39,959 – £48,117 p.a. pro rata Salary period Yearly Closing 02/08/2026 23:59
Job overview
Cambridge University Hospital Foundation Trust (CUH) is seeking a highly skilled and compassionate individual to join the new NHS Children and Young People’s Gender Service (East of England) in the role of a Patient Experience Lead.
Based at Westbrooke House, Newmarket, within Children’s services at CUH, the successful candidate will have experience of providing a PALS servic e patients, families and staff. The post holder will manage a caseload of PALS enquiries, provide advice and support to patients and carers and act as a source of patient experience to the wider team.
The Cass Review into gender services for children and young people has recommended that staff should maintain a broad clinical perspective by working across related NHS services in order to embed the care of children and young people with gender-related distress within a broader child and adolescent health context. In order to facilitate this, we encourage part-time applications from staff already working in other NHS or related services. We can also work with successful candidates applying for full-time roles to agree a job plan that includes a mix of gender service activity and activity in another clinical area.
The service operates Monday-Friday. Full or part-time (minimum 3 days per week) considered.
Main duties of the job
The post holder is responsible for leading and coordinating activity that supports high-quality patient experience across the organisation, with a particular focus on both patient feedback data and the management of PALS cases within the Children and Young Peoples Gender Service. This includes the collection, analysis and reporting of patient experience information—such as feedback, concerns and complaints—to ensure data accuracy, identify key performance trends, and drive service improvement.
Alongside this analytical function, the role also manages a caseload of PALS enquiries, concerns and requests for advice, providing an accessible, responsive and compassionate service to patients, families, the public and staff. PALS cases vary in complexity, and the post holder works to achieve timely resolution, identify lessons learned, and support actions that improve the overall quality of patient care and experience. The role is crucial in supporting organisational and service learning, shaping improvement projects and ensuring that both individual cases and wider data insights contribute to strengthened patient engagement and enhanced care outcomes.
Working for our organisation
Our TrustCambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 13,000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together – Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.
CUH is committed to promoting a diverse and inclusive community – a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.
Detailed job description and main responsibilities
Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.
This vacancy will close at midnight on 2nd August.Interviews are due to be held on 13th August.
Due to Home Office immigration rules, a full time permanent vacancy cannot be filled by individuals on a Student visa. Therefore, please be advised that if you are a Student visa holder, we will not be able to offer you a full time permanent contract unless you have:– applied for a Graduate visa– or you will have successfully completed your course and have applied for a Graduate visa before the anticipated start date of your employment
Benefits to youAt Cambridge University Hospitals, we want to do all we can to support good working days. We offer development opportunities and a wide range of benefits, including on-site leisure facilities, shopping concourse and day nurseries. Our good work programme currently includes providing reduced cost Stagecoach bus travel to and from Cambridge University Hospital site. Park and Ride bus journeys between Babraham Road and Trumpington sites are free, as is the route to and from Cambridge train station and our hospitals. We also subsidise the cost of parking on site for eligible staff.
On CUH campus, hot food is available 24/7 and at a reduced cost for colleagues. Recently we launched the first of our staff pod break spaces. Located in the Deakin Centre, we have a purpose-created colleague-only café, with free tea and coffee, a break space and private outside area for colleagues to rest, refuel and recharge. Just one of the ways we are working hard to support good working days at CUH.
CUH is committed to assisting employees in achieving a good work-life balance irrespective of role or personal circumstances. Flexible arrangements may include, but are not limited to, part-time working, job-share, term-time working and flexible start and finish times.Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases, alternative working hours will be considered.
We welcome applications from the Armed Forces.
Person specification
Qualifications
- Educated to degree level or equivalent in terms of experience
- Evidence of further professional development in IT, or equivalent experience.
- Evidence of ongoing professional development
- Qualification or equivalent experience demonstrating proficiency in MS Office Applications and / or working knowledge of data analysis software.
Experience
- Demonstrable experience of data analysis and report writing.
- Experience of working in a healthcare setting with multi-professional teams
- Customer care management experience in healthcare or equivalent
- Experience of resolving or assisting with concerns
- Experience of working with QSIS and Datix to produce data driven reports
- Evidence of analytical and problem-solving skills.
- Ability to communicate and present complex information to the recipient’s level of understanding
- Experience of developing documents and policies.
- Experience of managing challenging behaviour/conflict resolution
Knowledge
- Knowledge of statistical and data analytical techniques.
- Knowledge of computer based report writing and data analysis of complex and / or sensitive data.
- Knowledge of Microsoft Office applications particularly Excel, Word and Access and the ability to produce high quality, reliable reports, graphs and statistics.
- Knowledge of Children and Young Peoples Gender Service/Cass Review
- Knowledge of the Trust’s management of complaints and concerns policy and procedure
- Knowledge of patient services/pathways
- Knowledge of QSiS (Datix) database
- Knowledge of Epic
Skills
- Knowledge of ICT (including Word, PowerPoint and Excel) and data analysis. Understanding of confidentiality and data protection.
- Knowledge of Trust information systems including QSIS, Datix.
- Awareness of NHS targets and Trust priorities.
- Awareness of anti-discriminatory issues.
- Knowledge of the Trust including awareness of priorities.
- Sound knowledge of office procedures.
- Good working knowledge of Microsoft Office packages.
- Knowledge of computer based report writing and data analysis of complex and / or sensitive data.
- Knowledge / application of all elements of MS Office software.
- Knowledge of medical terminology
Additional Requirements
- Strong interpersonal, communication, negotiating and influence skills
- Excellent IT skills including the use of Microsoft Office and of databases
- Demonstrate ability to work to deadlines and achieve agreed objectives
- Ability to present ideas effectively
- Ability to work effectively and credibly within multi-professional forum
- Ability to organise and prioritise workload around competing demands
- Excellent skills of facilitation
- Ability to challenge senior staff as part of the investigative process
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.
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