Patient Experience Officer

7 months ago


Preston, United Kingdom NHS Lancashire and South Cumbria Integrated Care Board (125) Full time

1. Be part of a high-quality and effective Patient Experience service, working in accordance with legislation, policy, guidance, and best practice. 2. Provide a high quality and professional service, ensuring accuracy and attention to detail in all aspects of the role.

Specifically, to work efficiently and fairly with all parties to complaints. This includes patients, complainants, their families, and representatives. Equally, it applies to people who have been complained about in all NHS settings. 3.

Engage in projects and working groups to improve, develop and promote the Patient Experience Team. 4. Ensure that KPIs and deadlines are met, managing complaints through to resolution within nationally and locally defined timescales. 5.

Organise your workload, using judgment to prioritise tasks. You will co-ordinate activities with other team members, balancing all aspects of the role, reviewing and changing priorities to achieve personal and team objectives. 6. Assess the risk of complaints and identify any which are potentially serious and take appropriate action to inform senior colleagues promptly.

7. Carry out or co-ordinate complaint investigations where required. Arrange and attend conciliation meetings as appropriate. 8.

Work in a professional way with a range of services both internally and externally. 9. Communicate clearly using a range of mechanisms and use negotiating skills to achieve the desired outcome in situations which are often complex and sensitive, such as when undertaking complaint investigations or attending conciliation meetings. Includes maintaining tact and diplomacy when there are barriers to understanding, such as when dealing with people who are displaying challenging behaviour.

10. Work with the ICBs policies and procedures, including the Complaints Policy. Work in accordance with our approach to quality and performance with a focus on producing prompt and high-quality responses. 11.

Identify and propose changes to policy and process which would support service improvements. 12. Assist in developing performance and quality reports for internal and external audiences. 13.

Ensure appropriate use of all physical assets you are responsible for including computer equipment. 14. Demonstrate their future role to new staff and contribute to training about Patient Experience. 15.

Work on your own initiative and operate autonomously.



  • Preston, United Kingdom CHEC Full time

    We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of eye health and how CHEC can play an innovative part in making this great, with your help. If you're dynamic, focused have the vision to support our growth and the courage to tell us how we can be...


  • Preston, United Kingdom NHS Lancashire and South Cumbria Integrated Care Board Full time

    Providing a Patient Experience service to patients, their families and unpaid carers across Lancashire and South Cumbria. Handle a caseload of formal complaints, correspondence from our local Members of Parliament and contribute to our PALS service. You will hold a caseload of complaint cases, MP correspondence and enquiries across our health and care...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    You will be responsible for the day-to-day management of a team of Patient Experience Support Workers providing secretarial and administrative support to Consultants, medical staff and other staff. You will be responsible for the day-to-day management of a team of Patient Experience Support Workers providing secretarial and administrative support to...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    An exciting opportunity has arisen to recruit a Patient Experience Lead for Children and Young People Are you committed to excellence in Patient Experience? If so, we are looking for an inspiring and creative Patient Experience Lead to provide expert professional leadership. Do you want to support our Children & Young People's clinical teams throughout our...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    We have 2 roles available, 1 working 37.5 hours and 1 working 22.5 hours. The post will provide fantastic opportunities for individuals who have administrative experience and who are looking to become part of a dynamic and high performing team. You will be an effective communicator, have a pro-active approach to your work, be able to demonstrate excellent...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you caring & compassionate? Are you flexible and dynamic? If so, we would love you to join our administration team. As a member of our close knit team, you will have excellent communication and organisational skills, managing your own workload using your initiative. You will be an excellent networker that relishes a challenge and thrives in a busy...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you caring & compassionate? Are you flexible and dynamic? If so, we would love you to join our administration team. As a member of our close knit team, you will have excellent communication and organisational skills, managing your own workload using your initiative. You will be an excellent networker that relishes a challenge and thrives in a busy...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you looking to expand your knowledge and understanding in admin? We have a fantastic opportunity for an individual who is looking to become part of a dynamic and high performing team. You will be responsible for the day-to-day processing of administration tasks within the directorate, providing secretarial and administrative support to Consultants,...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you looking to expand your knowledge and understanding in admin? We have a fantastic opportunity for an individual who is looking to become part of a dynamic and high performing team. You will be responsible for the day-to-day processing of administration tasks within the directorate, providing secretarial and administrative support to Consultants,...


  • Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Job OverviewThe Lancashire Teaching Hospitals NHS Foundation Trust is seeking a highly skilled Patient Experience and PALS Supervisor to join our team. This challenging and rewarding role offers the opportunity to make a significant impact on patient care and satisfaction.Salary: £42,000 - £51,000 per annum, dependent on experience.About the RoleThis is a...


  • Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Job Title: PALS and Patient Experience Program ManagerLancashire Teaching Hospitals NHS Foundation Trust is seeking an experienced professional to lead our PALS and Patient Experience Program. As a key member of our team, you will be responsible for developing and implementing programs to enhance patient satisfaction, safety, and overall...


  • Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    An exciting opportunity has arisen to recruit a Patient Experience Lead for Children and Young People Are you committed to excellence in Patient Experience? If so, we are looking for an inspiring and creative Patient Experience Lead to provide expert professional leadership. Do you want to support our Children & Young People's clinical teams throughout our...


  • Preston, Lancashire, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Job DescriptionCompany Overview: Lancashire Teaching Hospitals NHS Foundation Trust is a leading healthcare provider in the region, dedicated to delivering high-quality patient care and excellent services.Salary: £43,141 - £50,819 per annum, depending on experience.Job Summary: We are seeking an experienced professional to join our team as a Patient...


  • Preston, United Kingdom Bespoke Healthcare Group Full time

    **Patient Booking Administrator** **Bespoke Healthcare** **Location**: 2 Wyder Court, Ribbleton, Preston, PR2 5BW **Reports to**: Clinic Co-ordinator and Business Lead **Hours**:Full time (37.5 hours per week) **Hourly rate**: £10.56 **Type**:Permanent **Overview** The Patient Booking Administrator will ensure the effective management of the whole...


  • Preston, United Kingdom Bespoke Healthcare Group Full time

    **Private Patient Liaison** **Location**: Greater Lancashire Hospital, Wyder Court, Preston, PR2 5BW **Reports to**: Operational Lead, Business Lead and Finance Director **Salary**: £25,000 (pro-rata for part time roles) **Hours: 30 hours per week over 5 days** **Profile** **1. Overview**: The Private Patient Liaison will assist in delivering the...

  • Patient Safety Partner

    7 months ago


    Preston, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    The Patient Safety Partner (PSP) is a new and evolving role developed by NHS England to help improve patient safety across health care in the UK. Lancashire teaching Hospitals are excited to welcome a team of PSPs to work alongside our staff, patients, service users and families to influence and improve safety within our services. A patient safety partner...


  • Preston, Lancashire, United Kingdom University Hospitals of Morecambe Bay NHS Foundation Trust Full time

    About the PositionWe are seeking a Patient Assessment Administrator to join our team at University Hospitals of Morecambe Bay NHS Foundation Trust. This is an exciting opportunity to work in a dynamic environment, providing high-quality administration services to support the smooth operation of our Assessment Unit.Main DutiesAdminister clinic bookings and...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future of eye health and how...


  • Preston, United Kingdom CHEC Full time

    **Job Title: Patient Bookings Coordinator** **Location: Fulwood, Preston** **Contract Type: Permanent** **Salary: £19,000** **Hours: 37.5 hours a week, working 5 days between Monday-Saturday.** We are always looking for great talent to join our team and help achieve our ambitious goals and growth. We care about our people, and we care about the future...


  • Preston, United Kingdom Bespoke Healthcare Group Full time

    An exciting and rare opportunity has arisen to join Bespoke Healthcare's patient booking team due to further expansion and internal promotion. We are looking for a dynamic individual who can work independently, managing their work load and ensuring they keep up with the current KPI's for their assigned contracts, but also someone who is a team player and...