Patient Contact Officer

NHS Northamptonshire Integrated Care Board; Leicester; Presencial; GBP 40.000 - 48.000; Jornada completa

Descripción de la vacante

NHS Northamptonshire Integrated Care Board is seeking a Patient Experience Officer (Band 6) to support Patient Advice and Liaison, complaints and FOI services. The role involves governance, documentation, action tracking and escalation where needed.

Based in Leicester with flexible cross-office working across patch areas, you will help deliver positive patient experience and support strategic commissioning and service improvement within the ICB framework.

Formación

• Educated to degree level in a relevant subject or equivalent experience.
• Experience coordinating projects in complex environments.
• Understanding of the public sector and healthcare context.

Responsabilidades

• Support delivery of NHS Strategic Framework and operating model.
• Act as first point of contact for public enquiries, feedback and FOI requests.
• Manage information, maintain records and track actions.
• Ensure compliance with legal and regulatory requirements.
• Maintain a knowledge register of subject matter experts for routing queries.
• Provide a strong customer-focused approach to patient experience.

Conocimientos

Project coordination

Communication

Analytical thinking

Attention to detail

Educación

Degree level in relevant subject

Herramientas

Prince 2 Foundation

Microsoft Project

Descripción del empleo

Employer NHS Northamptonshire Integrated Care Board Employer type NHS Site County Hall Town Leicester Salary £39,959 - £48,117 per annum Salary period Yearly Closing 08/11/2026 23:59

NHS AfC: Band 6

Our vision for the future of Leicestershire, Northamptonshire and Rutland’s health and care services is for a positive lifetime of health, wellbeing and care in our community.

Our mission in working together, the reason we do what we do, is to empower positive futures. Wherever we work and whatever our role we all want people in Leicestershire, Northamptonshire and Rutland to be able to choose well, stay well, live well.

Each day our values will help to guide our decisions and what is most important to us:

• Our patients and our local population come first
• We work together in an open and accountable way
• We trust, challenge and support each other
• We do what we say we will do.

Job overview

Reporting to the Corporate Governance Lead Officer, the Patient Experience Officer will support the delivery of a managed and co-ordinated approach to Patient Advice and Liaison, Complaints and Freedom of Information Services.

Main duties of the job

The postholder will provide effective project and administrative support, ensuring effective governance, accurate documentation completion and retention, action tracking and ongoing communication.

Working for our organisation

Working for our Integrated Care Boards will require you contributing to a shared purpose of improving outcomes for the communities we serve as part of a wider health and social care system. The organisation’s ethos is rooted in integrity, collaboration and accountability, with a strong focus on putting its patient population at the centre of everything it does and delivering services to improve patient outcomes, patient experience and added years of optimised health. As part of the newly formed cluster bringing together NHS Northamptonshire ICB and NHS Leicester, Leicestershire and Rutland ICB, staff are expected to work flexibly and collaboratively across organisational boundaries to support a joined-up approach to strategic commissioning and service improvement. There is an expectation of 40% on patch working, with office bases at County Hall, Glenfield, Leicester and Haylock House, Kettering. Staff can choose which office is their primary base for contractual purposes and travel claims.

This role will require a minimum of 2 days ‘on patch’ working in Leicestershire, Northamptonshire and Rutland in our 2 main offices or partner sites

Detailed job description and main responsibilities

• Support delivery of the NHS Strategic Commissioning Framework and LNR Operating Model.
• As part of an integrated PALS and FOI function the postholder will act as the first point of contact for the public and deliver professional and timely support for enquiries, feedback and complaints, including MP enquiries and Freedom of Information requests.
• Be responsible for the daily review of enquiries/ requests received both, managing these appropriately in line with policies and procedures
• Administer and maintain an effective information management system which enables the accurate recording, tracking and review of correspondence / engagements relating to enquiries, complaints, MP correspondence and Freedom of Information (FOI) requests.
• Review, maintain and oversee compliance with legal, statutory and regulatory requirements relating to the function. Where necessary escalating to Senior Management to maintain compliance.
• Maintain an up-to-date register of organisational subject matter experts/ owners to ensure enquiries are filter to and reach the appropriate colleagues without undue delay.
• Ensure strong customer-focused approach to ensure positive patient and public experience.

Person specification

Knowledge, Training and Experience

• Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
• Evidence of continuing professional development
• Demonstrated experience of coordinating projects in complex and challenging environments
• Understanding of the public sector
• Demonstrated experience in a Healthcare environment
• Comprehensive knowledge of project principles, techniques, and tools, such as Prince 2 Foundation and Microsoft Project
• Previous experience in similar role in public sector
• A good understanding of the health and social care environment and roles and responsibilities within it

Communication Skills

• Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences
• Evidence of success in efficient and effective project and programme management
• Skills for communication on complex matters and difficult situations, requiring persuasion and influence.
• Skills for nurturing key relationships and maintaining networks

Analytical

• Ability to analyse and interpret information, pre-empt and evaluate issues, and recommend an appropriate course of action to address the issues
• Problem solving skills and ability to respond to sudden unexpected demands
• Strategic thinking – ability to anticipate
• Attention to detail combined with the ability to extract key messages from complex analysis
• Independent thinker with demonstrated good judgement, problem-solving and analytical skills
• Takes decisions on difficult and contentious issues where they may be a number of courses of action.

Planning Skills

• Skills for project management
• Previous experience in project management and planning

Autonomy

• Ability to work on own initiative and organise own workload without supervision working to tight and often changing timescales

Management Skills

• Ability to engender trust and confidence and demonstrate integrity in the provision of advice and support
• Skills for managing projects ensuring they meet financial targets

Physical Skills

• Skills for manipulating information

Equality and Diversity

• Understanding of and commitment to equality of opportunity and good working relationships

Please note, there is an requirement for all positions at Bands 8b and above to be part of a On Call rota.

All new entrants to the ICB for a permanent position will be subject to a 6 month probationary period. For new entrants appointed on a fixed-term basis, the probationary period is between 1 and 6 months.

We are an equal opportunities employer and all applications will be welcomed and considered regardless of a person’s age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

We welcome applications from disabled candidates and those applicants need only meet the essential criteria to be invited to interview. We will also make any reasonable adjustments to the recruitment process, including the Job Description and Person Specification, to enable you to pursue your application, providing that you inform us of any special requirements.

L N R ICBs recognise that applicants may use Artificial Intelligence (AI) tools to support the preparation of their application, for example to help with structure, grammar, or presentation. Applicants must ensure that all information submitted is accurate, authentic, and reflects their own skills, experience, and suitability for the role. Any use of AI in preparing an application must be clearly declared and may be explored or challenged as part of the interview and selection process.

University Hospitals of Leicester NHS Trust administer this account on behalf of the ICB, you may receive communications from both the University Hospitals of Leicester and the ICB during your recruitment.

If you are offered a job, information will also be transferred into the national NHS Electronic Staff Record (ESR) system and other secure, internal NHS workforce systems in order to support and manage your recruitment and employment within the organisation.

Right to Work in the UK and Visa Sponsorship

The ICB does not hold a Skilled Worker sponsor licence and is therefore unable to provide visa sponsorship or issue a Certificate of Sponsorship.

Applicants must have an existing right to work in the UK that permits them to undertake the role. Where an applicant's right to work is time-limited, they will be required to maintain a valid right to work for the duration of their employment.

If you are on a Graduate visa, please confirm on your application form that you have at least 12 months remaining on your visa.

Evidence of right to work in the UK will be required as part of the recruitment and pre-employment checking process.