Patient Experience Improvement Facilitator

17 hours ago

Norwich NR, United Kingdom Norfolk and Suffolk NHS Foundation Trust Full time

We are seeking a proactive and analytical Patient Experience Improvement Facilitator to help enhance service user and carer experience across the Trust. This Band 6 role plays a vital part in ensuring feedback is used meaningfully to inform service design, delivery and improvement.

You will lead the operational delivery of the Friends and Family Test (FFT), coordinate national patient experience programmes such as the Adult Community Mental Health Survey, and ensure feedback mechanisms are inclusive and accessible. Working closely with Patient Experience and Locality teams, you will embed a culture of continuous improvement informed by lived experience.

The role involves analysing feedback data, producing thematic insights, and translating findings into actionable recommendations. You will support frontline teams to interpret and act on feedback, provide guidance on patient experience methodologies, and champion service user and carer involvement at all levels. This is a key opportunity to influence quality improvement and drive positive change across services.

The Patient Experience Improvement Facilitator will lead the implementation and monitoring of the Friends and Family Test (FFT), improving feedback systems to ensure they are accessible, inclusive, and representative. You will develop strategies to increase response rates and ensure feedback is translated into meaningful action.

You will analyse feedback from multiple sources—including FFT, complaints, PALS, compliments, and surveys—producing thematic insights and actionable recommendations. You will prepare reports and dashboards for governance forums and support Locality teams to embed feedback into service improvement.

The role includes coordinating national patient experience surveys, ensuring compliance and maximising learning from results. You will support Localities in developing improvement plans and monitor progress, escalating risks where needed.

You will promote feedback as a tool for co-production, collaborate with Participation colleagues, and support staff training on interpreting and responding to feedback. You will contribute to policy development and act as a visible champion for patient and carer experience across the Trust.

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us? We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk? The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

** Previous Applicants Need Not Apply **

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