Five Minutes With… A Patient Experience and Engagement Lead
“Everyone has a story — and most people just want to feel seen, heard and understood.”
In this edition of Five Minutes With, we caught up with Alex Evans, one of our Patient Experience and Engagement Leads. With a background in journalism, Alex has always had a vested interest in people and the stories they have to share.
In his current role, Alex listens to a patient’s, service user’s or carer’s experience at BCHC, feeding back what went well and where we could improve in the future. Working alongside his colleagues in the Patient Experience team, his role is to ensure Team BCHC continuously evolves, improves outcomes, builds trust and makes our services easier to navigate for the local community within ACS.
Could you tell us more about what a Patient Experience and Engagement Lead does and how your role directly impacts patients?
My job is to create safe spaces for patients, service users and carers to tell their stories and share their experiences. I spend a lot of time visiting people in their homes, out in clinics and community settings, learning what made their care better — or occasionally, what didn’t go so well.
As one of our four Patient Experience and Engagement Leads, I support services in ACS. That includes gathering feedback through surveys, interviews and forums, but also helping staff turn that insight into practical improvements.
In my six years with the team, I’ve led work on public engagement, volunteering, Experts by Experience, patient information and Sight Loss Awareness. I also helped digitise patient feedback during the pandemic using our video appointments platform Attend Anywhere, expanding how we listen in the digital age.
It’s not just about listening though — it’s about improving outcomes, building trust, and making services easier to navigate.
Why did you want to work in the NHS?
I trained as a journalist for The Birmingham Post in the early 2000s, so storytelling has always been in my blood. I later had a chance to join the newly formed Communications team just before BCHC was created. I spent a decade working in digital communications, helping launch the Trust’s first and second brand identity, website, social media channels and our long-standing VIP Awards.
Over time, I realised I wanted to move from communicating the NHS story to helping shape it — directly, with patients at the heart.
How important is our Patient Experience team to the Trust?
Patient experience is a golden thread running through every service at BCHC. Listening to both positive and negative experiences help teams celebrate best practice and improve care with insight and empathy.
In a super-diverse city like Birmingham — with both one of the UK’s youngest populations and a rapidly ageing one — no two patient stories are the same. We help ensure every voice is captured and reflected, regardless of background, culture, language or condition.
Has there been a standout moment in your career that has made you feel particularly proud?
A standout moment was welcoming Her Majesty The Queen to open Birmingham Dental Hospital — possibly her last official visit to the city. I was part of the organising team, and it’s something I’ll always remember.
What is the most difficult thing about your role?
Hearing difficult stories from patients can be emotionally tough — especially when you wish things had gone better for them. But I’ve learned to see those moments as opportunities. Every story, no matter what it is, is a chance to learn, grow and improve.
What has working in your field taught you about life in general?
It’s taught me that everyone has a story — and most people just want to feel seen, heard and understood. That’s as true in a hospital corridor as it is in life.
Tell us something that people might not know about you
I spent two weeks rebuilding a community centre in Sri Lanka after the tsunami of 2004. I also met the Dalai Lama at his temple in Dharamsala, during his 10th Annual Prayer Teachings.
Describe yourself in three words
Inquisitive, tenacious, inclusive — I ask questions, problem solve and make sure everyone has a seat at the table.