Patient Experience Support Officer

1 week ago


Walsall, Walsall, United Kingdom Walsall Healthcare NHS Trust Full time
Patient experience is a key element of quality, alongside providing clinical excellence and safer care.

The Patient Experience Team provides leadership and support to the Trust in highlighting how patients and the people important to them experience our services.

The team encourages wards and departments to take meaningful action based on feedback that leads to improvement.

We are looking to recruit a highly motivated, proactive and organised individual to join the Patient Experience Team.

The junior officer role is a important role supporting the organisation to listen to patients and carers and act on their feedback to make improvements.

Understanding of patient experience and a passion for always doing what's best for patients in critical in this role.


In line with trust values provide efficient, effective and comprehensive support to the Patient Experience Team in the management of patient feedback, patient experience led projects and department and divisional led works under the direction and support of the Patient Experience Manager and Senior Patient Experience Officer.

Walsall Hospitals NHS Trust is one of the largest employers in the local area with over 3,000 staff. The Trust supports Flexible Working Arrangements and Race Equality. We have a commitment to education, training and staff development. The hospital has just completed a £170 million hospital redevelopment bringing first class facilities and a multi-professional education centre.

  • To support the Patient Experience Team in the maintenance of all patient experience based activity.
  • Support in the management and processing of patient experience data including the national Friends and Family Test (FFT).
  • Take responsibility for the Envoy system and external data collection methods related to the Friends and Family Test.
  • Support the Patient Experience Manager and Senior Officer in the implementation and data analysis of the national survey programme in line with CQC requirements.
  • Support the management of internal feedback methods including mystery patients, local surveys and patient stories.
  • Contribute to the development of patient experience feedback methods.
  • To support the Department Manager and Senior Officer in Patient Experience related projects.
  • To participate in raising awareness of Patient Experience amongst staff, patients and the public and by assisting with related education and training requirements.


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