Patient Experience Officer

3 months ago


Scunthorpe, United Kingdom Northern Lincolnshire & Goole NHS Foundation Trust Full time

This post will support delivery of the national and local patient experience agenda, through the development of capturing real time patient feedback through various methods throughout the Trust. Data collection and reporting, including Friends and Family Test, will be an essential part of this role, as will one to one interviews with patients. This role is a combination of being office based and attending multiple clinical areas for prolonged periods on a daily basis, therefore there is physical activity required.

Patient feedback covers many different formats and opportunity to work across the whole Patient Experience Team will be required including managing patient's concerns and working collaboratively with clinical areas.

Utilising excellent communication skills is central to the post and being able to identify quality and safety issues when speaking with patients is essential.

We are offering a fantastic opportunity to be part of the patient feedback team within the Trust.

We are looking for individuals with outstanding communication abilities, and who are experienced in providing outstanding customer care. Excellent interpersonal skills, a friendly approach, enthusiasm and motivation are all required for this post.

This role is primarily based at Scunthorpe General Hospital, but there will be an element of working cross site working at the Diana, Princess of Wales Hospital, Grimsby and Goole and District Hospital (transport will be provided).

NLAG is part of one of the largest acute and community Group 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 Group 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 Group and our community.

For more detailed information, please read the job description linked below.

As a Trust we are keen to offer and encourage flexible working opportunities to address health and wellbeing and work-life balance for our employees, this will have a positive impact on the care we provide.

Flexible working is part of a wider commitment to improve the quality and experience of working life and we recognise that it is a key contributor for the recruitment and retention of our employees.

We therefore support and encourage open conversations around a specific working pattern to suit your work-life balance or a multi-role career, if it works for you and works for the role, we'll do our best to make it happen.

Local flexible working arrangements are developed in partnership between the line manager and employee in order to ensure equality of access to flexible working, as far as practicable, regardless of role, shift pattern, team or pay, based on: patient/service user and staff experience, service delivery and work-life balance of colleagues.

We are committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

In line with the General Data Protection Regulation (GDPR), the Recruitment & Workforce team will use and hold your personal data for the intended purpose and in line with the Recruitment & Workforce Privacy Statement.

“We are committed to safeguarding the welfare of children/vulnerable adults and expect the same commitment from all staff and volunteers”.

Please be aware that all new employees starting work with us will be charged for the cost of their DBS check, if it is required for their role.



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