Family Liaison Officer | Nottinghamshire Healthcare NHS Foundation Trust

Nottinghamshire Healthcare NHS Foundation Trust; Nottingham; On-site; GBP 24,000 - 30,000; Full time

Job summary

A prominent healthcare provider in the United Kingdom seeks a compassionate Family Liaison Officer to support patients and families following safety incidents. The role requires excellent relationship-building skills and understanding of NHS Patient Safety processes. You will provide guidance, establish communication plans, and maintain records while working collaboratively within a multi-disciplinary team. The ideal candidate will be adaptable, calm under pressure, and motivated to make a difference in the lives of those affected. Competitive salary and benefits are offered.

Benefits

Employee-led networks for inclusion

Occupational health services

Health and wellbeing initiatives

Qualifications

• Experience in managing patient interactions during distressing situations.
• Solid understanding of PSIRF and Duty of Candour principles.
• Ability to maintain accurate records and manage caseloads.

Responsibilities

• Provide support for patients and families involved in safety incidents.
• Create a communication plan tailored to individual needs.
• Work closely with the patient safety team to support staff engagement.

Skills

Relationship building after patient safety incidents

Ability to remain calm under pressure

Understanding of NHS Patient Safety processes

Communication skills

Compassionate engagement

Job description

This role is an exciting opportunity to be part of an established, compassionate and dynamic Family Liaison team. You will have the ability to build relationships with people following a patient safety incident, be compassionate and understanding, work with individuals who are distressed ensuring they feel heard and be calm under pressure.

You will work directly with patients and families to ensure they are supported to be involved in a learning response following a patient safety incident ensuring their voice and experience is accurately represented. You will ensure your communication is timely and your approach is individualised including signposting for appropriate external support.

You will also provide support, guidance and training to services ensure they engage with those affected by an incident adhering to the principles outlined in the Patient Safety Incident Response Framework and the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

You will have a solid understanding of PSIRF and Duty of Candour and how to apply this in practice. The post would suit someone who has an understanding of the NHS Patient Safety processes. An awareness of the NHS Complaints process would also be beneficial. You will need to maintain accurate records.

• Provide a point of contact for patients/families/carers involved in a learning response following a patient safety incident, guiding and supporting them through the process
• Create a professional relationship of trust and honesty to enable patients/families to ask questions and raise concerns to be answered to ensure their voice and experience is reflected
• Provide an individualised and appropriate level of support by telephone, home visit or any other electronic means.
• Establish a clear communications plan and support for each individualised case, working closely with patients and families in the provision of ongoing support and information on available resources and support groups
• Provide clear and accurate information about the Trust’s PSIRF processes
• To support the patient/family/carer with the receipt and interpretation of the draft and final learning response report
• To work closely with staff in the services and within the wider patient safety team to advise and support engagement following an incident and to deliver the Trust duty of candour
• To facilitate learning for staff, patients and families on the importance of compassionate engagement following a patient safety incident, being open and duty of candour

#TeamNottsHC comprises over 11,000 dedicated colleagues who #MakeADifference every day. We deliver intellectual disability, mental health, community health, forensic, and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire, and South Yorkshire. Our care is provided from over 200 sites, spanning community locations, acute settings, and secure environments, including prisons.

We are one of the largest mental health and community Trusts in the East Midlands and one of Nottinghamshire's biggest employers. We also host national and regional services, such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

We offer a variety of employee-led staff networks, including Equality, Diversity, and Inclusion (EDI) groups, the Green Champions network, the Freedom to Speak Up network, the Health and Wellbeing Champions network, and the Menopause Champions network. These networks play a vital role in supporting our diverse workforce and promoting a culture of inclusivity.

The health and wellbeing of colleagues is a top priority. We invest significantly in this through our in-house occupational health and staff counselling services, supported by a dedicated Health and Wellbeing team.

The Trust is committed to reducing its carbon emissions, with a specialised Energy and Environmental team working to ensure compliance with environmental legislation, enhance our environmental performance, and achieve our net-zero commitment.

The successful candidate will need to be highly motivated and able to manage a caseload of patients/families. You will prioritise competing demands and be resilient when dealing with distressing information and circumstances. You will have experience of working with people and be innovative and flexible in your approach and able to work on your own initiative. This role will involve travelling to see people in a variety of settings including their own homes and across all Trust sites over a wide geographical area.

Please note that this post does not meet the pay level required for a Skilled worker visa.

Successful applicants with no prior NHS experience would normally be placed at the bottom of the band in line with Agenda for Change. This salary is below the minimum salary required for sponsorship for a Skilled Worker / Health & Care visa. In these circumstances the Trust would not, therefore, be able to sponsor for a Skilled Worker / Health & Care visa.

Applicants requiring a Skilled Worker Visa can determine the likelihood of obtaining a Certificate of Sponsorship against the relevant criteria here https://www.gov.uk/skilled-worker-visa

A full UK driving licence and vehicle for business use is required for this post; however reasonable adjustments will be made for disabled individuals in line with the Equality Act 2010.

Please note applicants will be required to pay for their DBS check. Costs are deducted from salary following appointment. The cost of the DBS application is £26.40 (standard) or £54.40 (enhanced), this cost will be deducted from your salary over the first 2 months of employment.

You are encouraged to enrol for the DBS Update Service. An annual fee of £16 per year applies.

Please refer to the job description and person specification for more detail.

This advert closes on Friday 16 Jan 2026