Patient Experience Officer inKingston Upon Hull inKingston Upon Hull PUBLISHED
SUN 12 JAN 2025
Opportunity to make a positive impact on patient experience within a major NHS Trust, helping to enhance the quality of care provided to a significant population.
Engagement with diverse patient demographics, allowing for personal and professional growth through varied interactions and challenges.
The role supports continuous personal development, with a requirement for continued professional development and the opportunity to participate in quality improvement initiatives.
Involvement in a collaborative work environment with a supportive Patient Experience Team, fostering teamwork and shared goals.
Access to a stable and well-resourced institution with a commitment to delivering world-class healthcare services.
Flexible working patterns, allowing for a work-life balance while contributing to vital patient care and support.
The Hull University Teaching Hospitals NHS Trust is seeking a proactive Patient Experience Officer to join its Quality Governance - Patient Experience Team in Kingston Upon Hull. This role involves serving as the primary contact for individuals raising complaints, providing effective management and resolution of issues while ensuring compliance with NHS policies and regulations. The successful candidate will communicate with the public, offer guidance on the complaints process, and contribute to initiatives aimed at enhancing patient experience within the Trust.
Candidates should possess strong communication skills, the ability to handle sensitive information, and experience in patient engagement or customer service. A degree-level education or equivalent experience is essential, along with knowledge of the NHS organisational framework and complaints procedures. The position offers both fixed-term and permanent contracts, with a salary range of £29,970 to £36,483, and the opportunity to work in a varied and dynamic healthcare environment that emphasises empathy and support for patients and their families.
Candidates should possess strong communication skills, the ability to handle sensitive information, and experience in patient engagement or customer service. A degree-level education or equivalent experience is essential, along with knowledge of the NHS organisational framework and complaints procedures. The position offers both fixed-term and permanent contracts, with a salary range of £29,970 to £36,483, and the opportunity to work in a varied and dynamic healthcare environment that emphasises empathy and support for patients and their families.
Job Summary
Our Quality Governance - Patient Experience Team is looking for an enthusiastic Patient Experience Officer.
You will play a key role in supporting the work of the Patient Experience Team in providing a proactive, supportive and efficient service for managing and resolving complaints and dealing with public enquiries whilst promoting good patient experience to all who use Trust services.
You will be the first point of contact for individuals or their representatives wishing to raise a complaint and will provide effective management of complaints, including ensuring that all enquiries and complaints are handled, investigated and responded to in accordance with NHS and Trust legislation, policies and guidelines, within specified statutory timelines.
You will also beactive part of the Patient Experience Team being involved in initiatives to enhance patient experience within Hull University Teaching Hospitals NHS Trust.
The role includes communication with members of the public to assist them in the resolution of their complaints and queries, providing information on the complaints process and signposting them to other relevant services as appropriate. A professional, caring and respectful manner must be demonstrated at all times.
We have a number of fixed term and permanent posts
Main duties of the job
Knowledge And Skills
Communication and Relationship skills
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Date posted
January 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
£29,970 to £36,483 a year PA
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
356-25-6888941
Job locations
Hull Royal Infirmary
Hull
HU3 2JZ
Job Description
Job responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
Job Description
Job responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
Person Specification
Qualifications
Essential
Essential
Other Requirements
Essential
Essential
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
Our Quality Governance - Patient Experience Team is looking for an enthusiastic Patient Experience Officer.
You will play a key role in supporting the work of the Patient Experience Team in providing a proactive, supportive and efficient service for managing and resolving complaints and dealing with public enquiries whilst promoting good patient experience to all who use Trust services.
You will be the first point of contact for individuals or their representatives wishing to raise a complaint and will provide effective management of complaints, including ensuring that all enquiries and complaints are handled, investigated and responded to in accordance with NHS and Trust legislation, policies and guidelines, within specified statutory timelines.
You will also beactive part of the Patient Experience Team being involved in initiatives to enhance patient experience within Hull University Teaching Hospitals NHS Trust.
The role includes communication with members of the public to assist them in the resolution of their complaints and queries, providing information on the complaints process and signposting them to other relevant services as appropriate. A professional, caring and respectful manner must be demonstrated at all times.
We have a number of fixed term and permanent posts
Main duties of the job
Knowledge And Skills
Communication and Relationship skills
- Good listener with excellent communication skills
- Ensuring that service users receive timely and appropriate advice, information and responses regarding NHS services, complaints and Patient Experience procedures.
- Actively supports patients and their families, communicating difficult and highly complex information using a variety of methods, to ensure effective understanding.
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Date posted
January 2025
Pay scheme
Agenda for change
Band
Band 5
Salary
£29,970 to £36,483 a year PA
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
356-25-6888941
Job locations
Hull Royal Infirmary
Hull
HU3 2JZ
Job Description
Job responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
Job Description
Job responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience
- Evidence of continued professional development
- Experience of working within patient experience & engagement, legal or customer service
- Experience of dealing with patients.
- Complaints Handling / Customer Care Training Qualification
Essential
- Working knowledge of the Patient Experience agenda.
- Good knowledge of NHS organisational structures
- Excellent IT Experience - experience and ability to use Microsoft office applications, databases and other systems as required
- Ability to handle highly complex, sensitive and contentious information from complainants
- Good knowledge of regulations in relation to complaints procedures and Data Protection Act.
- Proficient in the use of DATIX.
- Experience of working on Quality Improvement initiatives
Other Requirements
- Ability to work across sites.
- Flexibility of working pattern.
Essential
- Ability to demonstrate empathy and compassion toward patients and their families
- Excellent communication skills
- Experience of dealing with the public
- Experience in dealing with difficult situations
- Assertive and confident manner
- Able to work both cohesively within a small team and independently
- Able to use own initiative and manage own workload.
- Positive and enthusiastic approach
Essential
- Ability to demonstrate empathy and compassion toward patients and their families
- Excellent communication skills
- Experience of dealing with the public
- Experience in dealing with difficult situations
- Assertive and confident manner
- Able to work both cohesively within a small team and independently
- Able to use own initiative and manage own workload.
- Positive and enthusiastic approach
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
More information related to this job opportunity, from jobsincare:
Possible interview questions for this job
Click to
view Start practice interview
NEW!
Please wait...this will take a moment...
Please wait...this will take a moment...
More about the NHS
The National Health Service (NHS) is a cornerstone of healthcare in the United Kingdom, established in 1948 with the simple yet profound principle of providing healthcare to all citizens, free at the point of use. This revolutionary system aimed to ensure that access to medical services would not depend on an individual’s financial situation, a concept that has since become fundamental to British societal values. Learn more...
More about CANCER
Cancer remains one of the most significant health challenges in the United Kingdom, impacting millions of lives each year. According to Cancer Research UK, nearly one in two people in the UK will be diagnosed with cancer at some point in their lifetime, highlighting the pervasive nature of this disease. Learn more...
Similar
Patient Experience Officer roles
More from Hull University Teaching Hospitals NHS Trust
inKingston Upon Hull
53.76749038696289 -0.327302485704422 Kingston Upon Hull, England, United Kingdom 
Locations are approximate.
Learn more