Patient Experience Officer

South Tees Hospitals NHS Foundation Trust

The closing date is 09 May 2025

Job summary

This post is for internal candidates to South Tees Trust. If you are not currently working within the trust your application will not be reviewed and automatically rejected at shortlisting stage. Please be aware of this when submitting your application.

The post holder will assist with the delivery of the patient experience portfolio, monitoring and reporting on this, and assist in sustaining a culture of measured improvement.

The post holder will engage on a daily basis with patients, families and staff, through the complaints process, by telephone, face-to-face, email, or by interviews/questionnaires during ward visits . Demonstrating a high level of empathy and understanding towards the feelings and opinions of patients, their relatives and carers.

Communicating with patients, carers and relatives how to provide feedback on their experience of care and treatment in a way which meets their needs, demonstrating an attitude which respects and values service users' and their relatives and carers.

This post may close at sufficient applicants.

Main duties of the job

The post holder will be required to;

Facilitate the patient / carer / relative feedback either by telephone, email, or face-to-face advising on the appropriate method to meet their needs, discussing their concerns in order to seek opportunities to provide early resolution.
Directing concerns to the appropriate staff ensuring compliance with the local resolution stage of the Trusts complaints policy to the satisfactory conclusion of the complainant.
To demonstrate understanding, empathy, and discretion when dealing with simple and complex issues in sometimes challenging circumstances.
To maintain the feedback module on the trust internal reporting system and ensure appropriate timeframes are being adhered to.
Undertake sentiment analysis on the trust patient experience feedback system, highlighting positive and negative feedback to the appropriate lead.
Monitor the action centre within the patient experience feedback system, to ensure timely resolution.
Monitoring of the Friends and Family Test and patient experience feedback
Produce reports on Patient Experience Feedback
Supporting wards departments in the collection and analysis of the data from FFT and patient experience feedback.
Monitoring compliance of KPIs for wards and departments in relation to patient experience feedback surveys.
Support the National patient experience survey program.
Support the identification of patient stories to share with Trust Board / Patient Experience Steering Group

About us

Leadership and Improvement Training

South Tees Hospitals NHS Foundation Trust offers leadership and improvement training to all new staff to the Trust; this training programme has been designed to support our leaders in developing their understanding of leadership and management skills. You will be expected to attend the New and Aspiring leaders programme, and the Foundation Quality Improvement Programme that the Trust delivers. After you complete this one and a half day of training you will be able to explore further leadership and improvement training opportunities, we offer further in-house courses and bitesize programmes and leadership apprenticeships at level 3,5 and 7.

Date posted

25 April 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum (pro rata)

Contract

Fixed term

Duration

6 months

Working pattern

Part-time

Reference number

328-CP-6960368

Job locations

The James Cook University Hospital

Marton Road

Middlesbrough

TS4 3BW

Job description

Job responsibilities

Please see the full job description and person specification document(s) attached for main responsibilities of the role.

Job description

Job responsibilities

Please see the full job description and person specification document(s) attached for main responsibilities of the role.

Person Specification

Qualifications

Essential

GCSE in Maths and English (A-C/4-9) or Functional Skills (level 2)
Knowledge of secretarial and administrative procedures and systems, the majority of which are non-routine, acquired through training and experience to Vocational Level 3 or equivalent; plus knowledge of specialist functional/medical/legal terms, organisational policies and procedures and knowledge and experience to deal with non-routine issues such as problem solving for an area of work or developing alternative or additional procedures.

Desirable

Good understanding of current government and NHS Strategy and policy in respect of clinical governance, audit and effectiveness.

Knowledge

Essential

Demonstrate a high level of emotional intelligence i.e. an ability to discuss stressful and emotional feelings, understand the feelings and opinions of others, as well as build a supportive relationships based on trust.
Knowledge of Patient and Carer Feedback policies and their implementation in practice
Experience of dealing with difficult and challenging situations
Ability to listen and document feedback concisely and without bias
Excellent time management and organisational skills
Knowledge of National Guidance and Standards e.g. NICE, National confidential Enquiries and CQC in order to encourage and support clinicians in the development of patient experience initiatives leading to quality improvement.
IT skills (Microsoft Office applications including the use of spread sheets, databases and other software packages for data extraction).
Use software databases to design tools, collate and analyse data and run reports to support audit activity
Knowledge of confidentiality i.e. Caldicott, Ethics and Data Protection.

Experience

Essential

Experience and understanding of the principles of patient centred care.

Person Specification

Qualifications

Essential

GCSE in Maths and English (A-C/4-9) or Functional Skills (level 2)
Knowledge of secretarial and administrative procedures and systems, the majority of which are non-routine, acquired through training and experience to Vocational Level 3 or equivalent; plus knowledge of specialist functional/medical/legal terms, organisational policies and procedures and knowledge and experience to deal with non-routine issues such as problem solving for an area of work or developing alternative or additional procedures.

Desirable

Good understanding of current government and NHS Strategy and policy in respect of clinical governance, audit and effectiveness.

Knowledge

Essential

Demonstrate a high level of emotional intelligence i.e. an ability to discuss stressful and emotional feelings, understand the feelings and opinions of others, as well as build a supportive relationships based on trust.
Knowledge of Patient and Carer Feedback policies and their implementation in practice
Experience of dealing with difficult and challenging situations
Ability to listen and document feedback concisely and without bias
Excellent time management and organisational skills
Knowledge of National Guidance and Standards e.g. NICE, National confidential Enquiries and CQC in order to encourage and support clinicians in the development of patient experience initiatives leading to quality improvement.
IT skills (Microsoft Office applications including the use of spread sheets, databases and other software packages for data extraction).
Use software databases to design tools, collate and analyse data and run reports to support audit activity
Knowledge of confidentiality i.e. Caldicott, Ethics and Data Protection.

Experience

Essential

Experience and understanding of the principles of patient centred care.

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.