Senior Patient Experience Officer

1 week ago

Sutton in Ashfield, Nottinghamshire, United Kingdom Sherwood Forest Hospitals NHS Foundation Trust Full time

The Patient Experience team (PET) provides an accessible and responsive service by offering on the spot advice, support and resolution for patients, relatives and members of the public who wish to raise concerns about their care.


You will provide a seamless service to patients, their families and other service users across the Trust and support staff in the clinical services in their handling of concerns raised as well as supporting the administrative functions of formal complaints and investigations.


The post holder ideally will have a base knowledge of the NHS Complaints process and wider governance work carried out within the NHS and.


This is a challenging, but rewarding post, within a supportive team, focused on improving the experiences of people visiting our hospitals.

Thank you for your interest in this role.

Sherwood is nationally recognised as being an excellent place to work and deliver care.

We are rightly proud of the 5,500 colleagues who work here, and we are the Health Service Journal's Trust of the Year in 2020.

The Care Quality Commission rated King's Mill Hospital Outstanding and Newark, and Mansfield Community Hospitals Good. Overall, we are rated Outstanding for care.


For the last three years, we have been ranked as the best NHS Trust to work for in the Midlands and in 2020 we were the third best Acute/Community NHS Trust in England.

Happy colleagues deliver better care. Our teams work in a supportive, inclusive environment, which nurtures wellbeing and has opportunities for development and progression. We do not just care for our patients; we also care for you.

Our culture of learning, compassion and taking a person-centred approach are at the roots of our organisation. We would love you to join us.


The post holder will work closely with the Patient Experience Matron, Patient Experience Manager and Leads to support the delivery of the Trust's Patient Experience function.


The post holder will deal directly with patients and public, independent contractors and other healthcare professionals either through face to face, telephone or correspondence, ensuring all feedback is handled appropriately.


The post holder will link in with teams/services to ensure Action Plans are followed through and actions have been taken to ensure learning from feedback has taken place.


The post holder will provide facilitation to support the Patient Experience Team and other NHS staff to: design, develop, implement and sustain timely mechanisms for auditing patient experience activities supporting the integration of methods into routine practice where possible.


They will:

  • Collect, extract, collate, analyse and manipulate complex patient experience data to measure services against national, regional and local standards.
  • Coordinate and monitor aspects of complaint management process, including Local Resolution Meetings and Patient Stories.
  • Support the delivery of the Friends and Family Test together with the National Surveys.
  • Provide expertise to services/teams using the results of patient experience audits to improve patient care and outcomes.
  • Maintaining a log of team and corporate activities, supporting the various engagement networks and forums, responding to requests for information, updating the relevant web pages on the Trust's Patient Experience Webpage.


In addition the post holder will contribute to the development of the Patient Experience Audit programme linking with established mechanisms trust wide.


The post holder will link with the other departments that receive feedback in the Trust to ensure that all feedback is captured and reported.

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