Group Director of Patient Experience Full Time

Active Care Group is the UK’s leading provider of complex care and neurorehabilitation services, supporting individuals with highly specialised healthcare needs across hospitals, rehabilitation centres, and community settings.

We are now seeking an exceptional Group Director of Patient Experience from a premium service environment to play a pivotal role in transforming how patients and families experience care across our organisation.

This is a unique opportunity to bring the standards, mindset, and culture of high-end hospitality into a healthcare setting. As Group Director of Patient Experience, you will shape every stage of the patient journey—from initial enquiry and referral through to admission, treatment, recovery, and discharge.

You will lead the design and delivery of a group-wide patient experience strategy that places patients and their families firmly at the heart of care. Drawing on best practice from premium hospitality, you will introduce clear service standards, concierge-style approaches, and structured service excellence training across the organisation.

By embedding these principles within both clinical and operational teams, you will ensure that our clinical expertise is consistently matched by an outstanding, compassionate, and seamless patient and family experience.

What You’ll Be Doing

Patient Experience Strategy

• Design and deliver a group-wide patient experience strategy aligned with clinical and operational priorities.
• Map and continually refine the full patient journey from referral and admission through to discharge and aftercare.
• Introduce hospitality-inspired approaches to service delivery within healthcare settings.

Service Standards

• Define and implement clear patient experience service standards across all services and sites.
• Introduce consistent service behaviours that reflect empathy, professionalism, responsiveness and dignity.
• Conduct service audits and reviews to ensure standards are delivered consistently across the organisation.

Training & Service Excellence

• Design and implement structured service excellence training programmes across the workforce.
• Develop a suite of training modules for both clinical and non-clinical teams focused on communication, empathy and service behaviours.
• Work with operational leaders to embed service standards into everyday practice.

What We Are Looking For

We are particularly interested in leaders who have delivered exceptional customer experience in premium service environments.

This May Include Experience In

• Quality hotels or resorts
• Luxury hospitality groups
• Premium customer service organisations

Key Attributes Include

• Proven leadership experience in customer or guest experience at a senior level
• Strong experience designing service standards across multi-site organisations
• Experience developing and delivering service excellence training programmes
• A passion for creating environments where people feel genuinely cared for
• Strong leadership and influencing skills

Why Join Active Care Group

This Role Offers a Rare Opportunity To

• Apply luxury hospitality service thinking to healthcare
• Lead cultural change across a national healthcare organisation
• Improve the lives and experiences of patients and families
• Build a best-in-class patient experience model within specialist care

For the right individual, this position offers the chance to combine professional expertise in service excellence with meaningful impact in healthcare.

Active Care Group

Active Care Group is the foremost specialist in complex care and neuro rehabilitation in the United Kingdom. The Group operates an integrated portfolio of hospitals, neuro centres, spinal injury units, residential care homes, supported living services, mental health facilities and case management companies. It is the only provider in the UK offering a complete end to end patient pathway from acute injury through to full home reintegration.

The business is entering a significant phase of growth. Referrals are increasing rapidly from private medical insurers, income protection providers, personal injury and self-funding families who expect premium service and exceptional environments. The culture is warm, respectful and people focused. The opportunity now is to create a consistent level of service that matches the quality of the clinical care. Active Care Group is committed to reshaping how patients and families feel from the moment they make contact. The ambition is to bring the standards of a premium hospitality brand into healthcare and to ensure that kindness, professionalism and consistency sit at the centre of every touchpoint. This role is central to that transformation.