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Norfolk & Suffolk Foundation NHS Trust

Patient Experience Improvement Facilitator

The closing date is 10 December 2025

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Job summary

We are seeking a proactive and analytical Patient Experience Improvement Facilitator to help enhance service user and carer experience across the Trust. This Band 6 role plays a vital part in ensuring feedback is used meaningfully to inform service design, delivery and improvement.You will lead the operational delivery of the Friends and Family Test (FFT), coordinate national patient experience programmes such as the Adult Community Mental Health Survey, and ensure feedback mechanisms are inclusive and accessible. Working closely with Patient Experience and Locality teams, you will embed a culture of continuous improvement informed by lived experience.The role involves analysing feedback data, producing thematic insights, and translating findings into actionable recommendations. You will support frontline teams to interpret and act on feedback, provide guidance on patient experience methodologies, and champion service user and carer involvement at all levels. This is a key opportunity to influence quality improvement and drive positive change across services.

Main duties of the job

The Patient Experience Improvement Facilitator will lead the implementation and monitoring of the Friends and Family Test (FFT), improving feedback systems to ensure they are accessible, inclusive, and representative. You will develop strategies to increase response rates and ensure feedback is translated into meaningful action.You will analyse feedback from multiple sources--including FFT, complaints, PALS, compliments, and surveys--producing thematic insights and actionable recommendations. You will prepare reports and dashboards for governance forums and support Locality teams to embed feedback into service improvement.The role includes coordinating national patient experience surveys, ensuring compliance and maximising learning from results. You will support Localities in developing improvement plans and monitor progress, escalating risks where needed.You will promote feedback as a tool for co-production, collaborate with Participation colleagues, and support staff training on interpreting and responding to feedback. You will contribute to policy development and act as a visible champion for patient and carer experience across the Trust.

About us

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Details

Date posted

26 November 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

246-COR7598798-A

Job locations

County Hall

Norwich

NR1 2DH


Job description

Job responsibilities

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

**Previous Applicants Need Not Apply **

Job description

Job responsibilities

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

**Previous Applicants Need Not Apply **

Person Specification

Qualifications

Essential

  • Educated to degree level in a relevant subject (e.g. health, social care, psychology, social sciences) or equivalent level of knowledge and experience.

Desirable

  • Qualifications or training in data analytics, PowerBI, Qualitative Data Analysis

Experience

Essential

  • Experience of analysing qualitative and quantitative data to generate actionable insights.
  • Experience of writing high-quality reports and presenting complex data in an accessible format.

Desirable

  • Experience of working in a mental health, community health, or related health and social care setting.

Skills

Essential

  • Ability to engage and influence staff at all levels of the organisation
  • Proficient in Microsoft Office applications and digital feedback tools.

Desirable

  • Ability to analyse, interpret and present data clearly

Knowledge

Essential

  • Knowledge of patient experience methodologies, service improvement approaches and engagement principles
  • Knowledge of confidentiality, data protection and information governance requirements

Desirable

  • Awareness of NHS guidance and policy relating to patient and public involvement
Person Specification

Qualifications

Essential

  • Educated to degree level in a relevant subject (e.g. health, social care, psychology, social sciences) or equivalent level of knowledge and experience.

Desirable

  • Qualifications or training in data analytics, PowerBI, Qualitative Data Analysis

Experience

Essential

  • Experience of analysing qualitative and quantitative data to generate actionable insights.
  • Experience of writing high-quality reports and presenting complex data in an accessible format.

Desirable

  • Experience of working in a mental health, community health, or related health and social care setting.

Skills

Essential

  • Ability to engage and influence staff at all levels of the organisation
  • Proficient in Microsoft Office applications and digital feedback tools.

Desirable

  • Ability to analyse, interpret and present data clearly

Knowledge

Essential

  • Knowledge of patient experience methodologies, service improvement approaches and engagement principles
  • Knowledge of confidentiality, data protection and information governance requirements

Desirable

  • Awareness of NHS guidance and policy relating to patient and public involvement

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Additional information

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

County Hall

Norwich

NR1 2DH


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer details

Employer name

Norfolk & Suffolk Foundation NHS Trust

Address

County Hall

Norwich

NR1 2DH


Employer's website

https://www.nsft.nhs.uk/Pages/Home.aspx (Opens in a new tab)

Employer contact details

For questions about the job, contact:

Head of Participation, Involvement and Experience

Jodie Butcher

jodie.butcher@nsft.nhs.uk

Details

Date posted

26 November 2025

Pay scheme

Agenda for change

Band

Band 6

Salary

£38,682 to £46,580 a year per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

246-COR7598798-A

Job locations

County Hall

Norwich

NR1 2DH


Supporting documents

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