Patient Experience Manager

Horatio’s Garden is a nationwide charity improving the lives of people with spinal injuries by creating and expertly staffing beautiful gardens.The Patient Experience Manager will play a key role in helping patients and their families use and enjoy the garden. You will represent Horatio’s Garden in Scotland alongside the Head Gardener ensuring the garden runs smoothly as a thriving, welcoming space. Developing and nurturing relationships with numerous stakeholders is key to the success of this role.You will join a national team representing seven other gardens across the charity’s existing projects. In the Glasgow garden you will have joint leadership with the Head Gardener. This will require you to have excellent communication and people management skills as you work within the framework of the Charity’s ethos and values. You will have joint line management responsibility for the part-time Garden Coordinator, and you will manage a team of volunteers to nurture the beautiful space for people with spinal injuries and their visitors.As part of leading the team you will develop and maintain relationships with senior staff, clinical and non-clinical NHS staff, corporate sponsors, funders and colleagues in the Fundraising and Communications teams. You will work closely and collaboratively with the other garden teams and the National Patient Experience Manager to ensure our strategic goals are achieved and best practice shared. You will be managed by the Patient Experience Director.The gardens have been beautifully designed and maintained, and the role of the garden needs to reflect an appropriate environment for patients and their families at all stages of their stay. From the initial welcome, right throughout their time in the unit and after they have left. Your role will ensure all internal spaces within the garden also reflect a beautifully curated, nurtured and comfortable environment, in line with the charity’s look and feel.You will be responsible for developing and delivering activities, supported by the National Patient Experience Manager to ensure our high standards are kept, and in collaboration with the wider Spinal Injuries team in Glasgow. The activities need to be patient led, varied and suitable for all needs. They will mainly be held at the weekend or in the afternoons as these are critical times in the garden when most patients are available and often have friends and family to visit. The Patient Experience programme should include seasonal celebrations, social and art and craft activities. External facilitators also deliver workshops and live music performances.This is a fantastic opportunity for a confident, proactive individual who has outstanding communication and relationship building skills and is efficient and well organised. You will need to be adaptable, friendly and confident working with a wide range of people including people with spinal injuries and their families, NHS staff, volunteers and many different teams within the charity.