Patient Experience Advisor

Sussex Community NHS Foundation Trust; Brighton; On-site; GBP 22,000 - 32,000; Full time

Job summary

Sussex Community NHS Foundation Trust in Brighton seeks a compassionate Patient Experience Advisor to help patients, families and carers raise concerns and ensure timely, professional responses in line with NHS standards.

You will liaise with clinical and non-clinical teams, support investigations, maintain accurate records, and contribute to service improvement while upholding the Duty of Candour and NHS policies.

Qualifications

• Experience in complaints handling or patient experience within healthcare is desirable.
• Knowledge of NHS policies and the Duty of Candour is an advantage.
• Excellent communication and interpersonal skills with empathy.

Responsibilities

• Manage and respond to patient complaints and concerns in accordance with NHS Complaints Regulations.
• Provide clear, empathetic communication to patients and families throughout the complaints process.
• Liaise with clinical and non-clinical teams to support investigations and resolve issues effectively.
• Maintain accurate records and produce reports to support service improvement.
• Promote a culture of openness, learning, and continuous improvement across the Trust.

Skills

Empathy

Communication skills

Organisational skills

Complaint handling experience

Job description

About The Role

We are looking for a compassionate and detail-oriented

About The Role

We are looking for a compassionate and detail-oriented Patient Experience Advisor to join our team. This role is central to ensuring that patients, families, and carers receive a positive experience when raising concerns or complaints about their care. You will act as the first point of contact for individuals who wish to provide feedback, ensuring that all complaints are handled professionally, promptly, and in line with the Parliamentary Health Service Ombudsman complaint handling standards.

Key Responsibilities

• Manage and respond to patient complaints and concerns in accordance with NHS Complaints Regulations.
• Provide clear, empathetic communication to patients and families throughout the complaints process.
• Liaise with clinical and non-clinical teams to support investigations and resolve issues effectively.
• Maintain accurate records and produce reports to support service improvement.
• Promote a culture of openness, learning, and continuous improvement across the Trust.

About You

• Excellent communication and interpersonal skills with a strong sense of empathy.
• Ability to remain calm and professional in challenging situations.
• Strong organisational skills and attention to detail.
• Experience in complaints handling or patient experience within a healthcare setting is desirable.
• Knowledge of NHS policies and the Duty of Candour is an advantage.

We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.

Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.

Why work for us?

• Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeing
• Varied environments: community hospitals, patients’ homes, and bases across Sussex
• Flexible working options: part-time, flexi-time, annualised hours, and flexi-retirement
• Excellent training, development, and research opportunities
• Accredited Living Wage Employer, we ensure fair pay for all our staff
• Cost-effective workplace nurseries in Crawley, Hove, and Brighton
• Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networks
• Level 3 Disability Confident Leader and Veteran Aware Trust

Our values

Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence—guide everything we do.

We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.

This post may close early if sufficient applications are received.

For further details / informal visits contact: Name: Nicky Welfare Job title: Patient Experience Lead Email address: [e-mail] Telephone number: 01273 242292