Patient Experience Co-Ordinator

NHS Tayside; Dundee; On-site; GBP 43,000 - 53,000; Full time

Job summary

NHS Tayside in Dundee is seeking an engaged and motivated Patient Experience Co-ordinator to lead all aspects of patient and carer feedback. The role involves managing feedback and complaints in line with the NHS Scotland Complaints Handling Procedure, and working with services and leaders across the organisation to improve patient experience.

You will need to be well-organised, able to meet tight deadlines, and demonstrate strong communication, analytical, and reporting skills in a busy

Qualifications

• Effective interpersonal, oral and written communication skills and negotiation skills are essential for the role.
• The ability to analyse information, report writing and presentation skills, together with an excellent level of computer literacy and attention to detail are necessary.

Responsibilities

• Coordinate all aspects of patient/carer feedback and manage this in line with the NHS Scotland Complaints Handling Procedure.
• Lead a dedicated and values‑driven team working to improve patient experience across NHS Tayside through collaborative working with services and leaders across the organisation.
• Respond to feedback and complaints within tight timescales and ensure timely, accurate communication with patients and families.

Skills

Interpersonal communication

Negotiation skills

Report writing

Presentation skills

Job description

Advertised location: Dundee
Advertised salary: Band 6 (£43,231 - £52,679)
Employment type: Permanent
NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.
We are seeking an engaged and motivated individual to fill the role of Patient Experience Co-ordinator in the NHS Tayside Patient Experience team. The role co-ordinates all aspects of patient/carer feedback and manages this in line with the NHS Scotland Complaints Handling Procedure.
This is an interesting and varied position and we are looking for candidates who are motivated and forward thinking, with a positive and innovative attitude in responding to and learning from the experiences of patients, carers and the public.
You must be organised and be able to work to tight timescales in terms of replying to feedback and complaints. You need to be passionate about providing excellent customer service and striving to improve the experience of our patients. Effective interpersonal, oral and written communication skills and negotiation skills are essential for the role. The ability to analyse information, report writing and presentation skills, together with an excellent level of computer literacy and attention to detail are necessary.
This role offers the right candidate the opportunity to lead a dedicated and values‑driven team working to improve patient experience across NHS Tayside through collaborative working with services and leaders across the organisation. You will have a clear set of objectives and the full support of the leadership team.
You will be required to achieve the mandatory Induction standards for Healthcare Support Workers in Scotland and to comply with the Code of Conduct throughout your employment.
For informal discussion about this post, please contact Andrew Quigley, Senior Nurse Patient Experience ([e-mail]) or Fiona Smith, Patient Experience Team Manager ([e-mail]).
Hours of work are Monday – Friday (office hours)
Short-listed applicants will be contacted by email. Please check your emails regularly, including your junk/spam folder.

If you are a current member of staff, please ensure you update your Jobtrain profile to reflect that you are employed by NHS Tayside