Patient Experience Co-ordinator

NHS Scotland; Dundee; On-site; GBP 28,000 - 32,000; Full time

Job summary

NHS Scotland invites applications for the role of Patient Experience Co-ordinator within the NHS Tayside Patient Experience team in Dundee. You will coordinate all aspects of patient and carer feedback and ensure alignment with the NHS Scotland Complaints Handling Procedure.

The successful candidate will be organised, able to work to tight deadlines, and passionate about delivering excellent customer service.

Qualifications

• Must be organised and able to work to tight timescales.
• Passionate about providing excellent customer service.
• Able to analyse information and present findings.

Responsibilities

• Coordinate patient and carer feedback across services.
• Manage feedback in line with the Complaints Handling Procedure.
• Lead a dedicated patient experience team.
• Report writing and presentation of findings to leaders.

Skills

Customer service

Communication skills

Analytical skills

Report writing

Presentation skills

Attention to detail

Computer literacy

Tools

Microsoft Office

Job description

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.