University Hospitals Birmingham NHS Foundation Trust

Band 3 Patient Experience Assistant

This job is now closed

Job summary

We are seeking an enthusiastic and proactive Patient Experience Assistant to join our dedicated team at Good Hope Hospital. This vital administrative position plays a key role in delivering a responsive, flexible, and patient-centered service to both patients and staff.

This is a maternity cover role, offered as either a 12-month fixed-term contract or secondment (subject to approval from your current line manager). This is a 30 hour per week contract and we offer flexible working.

As the first point of contact for patient-related inquiries, you will provide guidance, advice, and signposting to both clinical and non-clinical teams. Your excellent communication skills and initiative will help resolve patient and staff queries, either independently or in collaboration with senior members of the patient experience team.

You will work closely with the Patient Experience Officer to manage and prioritize workloads. Your can-do attitude, strong interpersonal skills, and curiosity will contribute to amplifying the patient voice and driving positive changes in the experience of care.

Main duties of the job

*Respond to patient feedback posted on external websites.

*Manage and respond to emails in the shared inbox.

*Input data into Excel workbooks and ensure its accuracy.

*Proofread data and ensure consistency.

*Provide data and support for projects as needed.

*Attend meetings when requested.

*Undertake other relevant administrative duties as required.

As a vital member of the Patient Experience team, you will contribute to the analysis of patient feedback from the FFT surveys, identifying trends and opportunities for improving care experiences.

This role is based at Good Hope Hospital.

Essential requirements

*Good general education (e.g., GCSEs English and Maths A-C/9-4).

*Business Administration NVQ Level 3 or equivalent experience in an administrative role.

*Previous experience in administration, including effective communication via email, telephone, and letter.

*Strong working knowledge of Microsoft Office applications (Word/Excel/PowerPoint/Outlook).

*Ability to demonstrate empathy to patients, carers, and the public.

*Willingness to travel across hospital sites occasionally.

About us

We are recognised as one of the leading NHS Foundation Trusts in the UK. Our vision is to Build Healthier Lives, and we recognise that we need incredible staff to do this.

Our commitment to our staff is to create the best place for them to work, and we are dedicated to:

Investing in the health and wellbeing of our staff, including a commitment of offering flexible working where we can;Offer our staff a wide variety of training and development opportunities, to support their personal and career development objectives.

UHB is committed to ensuring that our staff are treated fairly and feel that they belong, by creating a kind and inclusive environment. This is about equity of opportunity; removing all barriers, including discrimination and ensuring each individual member of staff reach their true potential, achieve their ambitions and thrive in their work. This is more than words. We are taking action. Our commitment to an inclusive culture is embedded at all levels of the organisation where every voice is heard, driven by our diverse and active staff networks, and at Board level by the Fairness Taskforce led by our CEO. We nurture a culture which empowers staff to challenge discriminatory behaviours and to enable people to bring their 'whole self' to a kinder, more connected and bold place to work.

University Hospitals Birmingham is a Smoke-Free premises hospital.

Date posted

26 February 2025

Pay scheme

Agenda for change

Band

Band 3

Salary

£24,071 to £25,674 a year

Contract

Fixed term

Duration

12 months

Working pattern

Part-time, Flexible working

Reference number

304-1092147

Job locations

Good Hope Hospital

Rectory Rd

Sutton Coldfield

West Midlands

B75 7RR

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Job description

Job responsibilities

*Please Note : For a detailed job description for this vacancy, please see attached Job Description*

Person Specification

Qualifications

Essential

*Good General Education (e.g. GCSE English and Maths A-C/ 9-4)
*Business Administration NVQ level 3 or equivalent experience in an administrative environment

Desirable

*RSA Stage II plus relevant experience
or
*RSA stage III or AMSPAR Certificate
or
BTEC /ONC or AAT Foundation
or
*Full ECDL or IT Diploma

Experience

Essential

*Previous administration experience including effectively communicating via email, telephone, and letter
*Proven working knowledge of Microsoft Office applications -- Windows/Access/Outlook/ PowerPoint/Excel
*Relevant experience in a patient, public or customer focused role
*Monitoring of email inboxes, processing emails received, answering the telephone, message taking and forwarding as appropriate
*Experience of participating in the delivery and implementation of projects within an agreed timescale
*Experience of retrieving and manipulating data from a variety of sources
*Experience of analysing complex data sets and presenting data in a variety of formats
*Data Protection Act / patient confidentiality

Desirable

*Experience of collecting, processing, and using feedback gained through a variety of different methodologies
*Knowledge of the national and local agenda relating to Patient Experience
*Knowledge of the NHS Complaints Process and the Patient Advice and Liaison Service

Additional Criteria

Essential

*Proficient PC skills which include the ability to maintain a database, record/enter data accurately and generate reports as requested
*Ability to interpret facts and figures
*Well organised and able to prioritise workload
*Well-developed interpersonal and
*communication skills
*Excellent time management, prioritisation & organisational skills
*Able to work to deadlines/ targets
*Able to work under own initiative
*Able to identify problems and propose solutions or improvements
*Evidence of ability to work collaboratively with others within a team and the wider organisation
*Evidence of being resilient in a pressurised work environment
*Evidence of ability to respond to changing priorities with very little notice and manage workload accordingly
*Ability to demonstrate empathy to patients, carers, and the public
*Willing to travel and work across all hospital sites if needed

Person Specification

Qualifications

Essential

*Good General Education (e.g. GCSE English and Maths A-C/ 9-4)
*Business Administration NVQ level 3 or equivalent experience in an administrative environment

Desirable

*RSA Stage II plus relevant experience
or
*RSA stage III or AMSPAR Certificate
or
BTEC /ONC or AAT Foundation
or
*Full ECDL or IT Diploma

Experience

Essential

*Previous administration experience including effectively communicating via email, telephone, and letter
*Proven working knowledge of Microsoft Office applications -- Windows/Access/Outlook/ PowerPoint/Excel
*Relevant experience in a patient, public or customer focused role
*Monitoring of email inboxes, processing emails received, answering the telephone, message taking and forwarding as appropriate
*Experience of participating in the delivery and implementation of projects within an agreed timescale
*Experience of retrieving and manipulating data from a variety of sources
*Experience of analysing complex data sets and presenting data in a variety of formats
*Data Protection Act / patient confidentiality

Desirable

*Experience of collecting, processing, and using feedback gained through a variety of different methodologies
*Knowledge of the national and local agenda relating to Patient Experience
*Knowledge of the NHS Complaints Process and the Patient Advice and Liaison Service

Additional Criteria

Essential

*Proficient PC skills which include the ability to maintain a database, record/enter data accurately and generate reports as requested
*Ability to interpret facts and figures
*Well organised and able to prioritise workload
*Well-developed interpersonal and
*communication skills
*Excellent time management, prioritisation & organisational skills
*Able to work to deadlines/ targets
*Able to work under own initiative
*Able to identify problems and propose solutions or improvements
*Evidence of ability to work collaboratively with others within a team and the wider organisation
*Evidence of being resilient in a pressurised work environment
*Evidence of ability to respond to changing priorities with very little notice and manage workload accordingly
*Ability to demonstrate empathy to patients, carers, and the public
*Willing to travel and work across all hospital sites if needed

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

University Hospitals Birmingham NHS Foundation Trust

Address

Good Hope Hospital

Rectory Rd

Sutton Coldfield

West Midlands

B75 7RR

Employer's website

https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)

Employer details

Employer name

University Hospitals Birmingham NHS Foundation Trust

Address

Good Hope Hospital

Rectory Rd

Sutton Coldfield

West Midlands

B75 7RR

Employer's website

https://www.uhb.nhs.uk/jobs.htm (Opens in a new tab)