Band 5 Patient Experience Officer - Patient Experience

University Hospitals Birmingham NHS Foundation Trust; West Midlands; On-site; GBP 32,000 - 39,000; Full time

Job summary

University Hospitals Birmingham NHS Foundation Trust is seeking an enthusiastic and motivated individual to join the Patient Experience Team. You will help keep patients at the heart of service improvements and play a key role in the Real-Time Patient Feedback Pilot across the organisation.

You will work across the organisation, engaging staff, patients and carers, collecting and analysing feedback, and helping shape improvements in care and patient experience.

Qualifications

• GCSE in Maths and English (Grade C/4 or above).
• Degree level qualification or equivalent experience.
• Desirable: Evidence of continued development/qualification in customer service.
• Professional management qualification (Desirable).
• Engaging and involving colleagues, stakeholders and members of the public.
• Coordinating patient and public involvement activities, including co-production.
• Managing projects within deadlines.
• Organising and planning meetings and events.
• Taking comprehensive accurate minutes.
• Developing administrative processes.
• Line management experience.
• Analysing information and producing and presenting reports.
• Experience of working within a large organisation.
• Awareness of safeguarding guidelines.
• Ability to exercise initiative and work independently.

Responsibilities

• Engage empathetically with patients, families, carers and staff to ensure voices are heard.
• Influence colleagues at all levels to champion patient voice and drive care improvements.
• Collect, analyse and translate patient feedback into actionable insights.
• Collaborate with clinical and operational teams to support service improvements.
• Contribute to marketing and communication to give feedback visibility and impact across the organisation.

Skills

Stakeholder engagement

Communication skills

Empathy with patients and families

Project coordination

Meeting/minute taking

Education

GCSE Maths and English (C/4 or above)

Degree level qualification or equivalent experience

Desirable: professional management qualification

Job description

Job Summary

We are seeking an enthusiastic, motivated and talented individual to join our Patient Experience Team and help ensure that patients remain at the heart of everything we do.

The Patient Experience Team's purpose is to ensure that the voices of patients, carers, and visitors are heard, valued, and central to driving service improvements throughout the organisation.

Reporting to the Patient Experience Manager, you will play a key role in UHB's Real-Time Patient Feedback Pilot, helping to shape how we listen to and act upon patient feedback.

You'll Work Across The Organisation, Using Your Skills In

• Empathetic engagement and outstanding communication, building trust and rapport with patients, families, carers and staff, and ensuring people feel heard, valued and respected.
• Confident stakeholder management and influencing skills, engaging colleagues at all levels to champion the patient voice and drive improvements in care.
• Data collection, analysis and insight generation, identifying themes and trends from patient feedback and translating these into meaningful actions.
• Collaboration, relationship-building and service improvement, working with clinical and operational teams to support positive change and enhance patient experience.
• Marketing, storytelling and communication, bringing patient experiences to life and ensuring feedback has visibility and impact across the organisation.

Main Duties, Tasks & Skills Required

We are seeking an enthusiastic, motivated and talented individual to join our Patient Experience Team and help ensure that patients remain at the heart of everything we do.

The Patient Experience Team's purpose is to ensure that the voices of patients, carers, and visitors are heard, valued, and central to driving service improvements throughout the organisation.

Reporting to the Patient Experience Manager, you will play a key role in UHB's Real-Time Patient Feedback Pilot, helping to shape how we listen to and act upon patient feedback.

About Us

University Hospitals Birmingham NHS Foundation Trust strives to have an inclusive culture where everyone feels like they belong, can thrive, knows that they add value and feels valued. We do this by developing compassionate and culturally competent leaders, being values driven in all that we do and by creating a welcoming and inclusive workplace that thrives on the diversity of our people. As such we want to attract and recruit talented individuals from all backgrounds, and for each of you to feel supported for the diversity you bring, to achieve your full potential. For those staff with a disability, including physical disability, long term health condition, mental health or neurodiverse condition, this also means being committed to making reasonable adjustments needed for you to carry out your role.

Job Description

Please Note : For a detailed job description for this vacancy, please see attached Job Description

Person specification

• Essential
• GCSE in Maths and English (Grade C/4 or above).
• Degree level qualification or equivalent experience.
• Desirable
• Evidence of continued development/qualification in customer service.
• Professional management qualification.
• Experience
• Essential
• Engaging and involving colleagues, stakeholders and members of the public.
• Evidence of continued development particularly in customer service.
• Coordinating patient and public involvement activities, including co-production.
• Managing projects within deadlines.
• Organising and planning meetings and events.
• Taking comprehensive accurate minutes.
• Developing administrative processes.
• Line management experience.
• Desirable
• Analysing information and producing and presenting reports.
• Experience of working within a large organisation.
• Awareness of safeguarding guidelines.
• Additional Criteria
• Essential
• Able to exercise initiative, work independently and identify opportunities for improving systems and ways of working.
• Good time management and a flexible willing attitude to work.
• Ability to work across boundaries, integrating with multidisciplinary staff in relation to arranging meetings and formulating responses.
• Empathetic, caring attitude towards patients and their carer's, relatives and representatives.
• Professional attitude to work, diplomatic and calm under pressure.
• Professional personal appearance.
• Pleasant, courteous and approachable.
• Confident.
• Will be required to travel to a range of locations.
• May be some weekend and evening work to attend Patient & Public Involvement meetings/events.
• Desirable
• Marketing skills
• Disclosure and Barring Service Check
• This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Pay & Contract

• Pay scheme: Agenda for Change
• Band: Band 5
• Salary: £32073.00 to £39043.00 Yearly
• Contract: Fixed Term
• Duration: 1 Year(s)
• Working pattern: Full-Time, Flexible Working
• Reference number: 304-1103578
• Job locations: Trustwide, Mindelsohn Way, Birmingham, West Midlands, B15 2TH

Attachments: B5 PE Offr-JD and Pers Spec_Laura Clarke.pdf – 464KB Opens in a new window