Patient Experience Facilitator

North Cumbria Integrated Care NHS Foundation Trust; Carlisle; On-site; GBP 31,000 - 38,000; Full time

Job summary

A healthcare organization seeks a Patient Experience Coordinator to enhance patient feedback collection and manage volunteers. The ideal candidate will hold a degree, have strong project management and communication skills, and experience in quality improvement. This is a full-time, permanent role based in Carlisle, offering a salary range of £31,049 to £37,796 per annum.

Qualifications

• Evidence of continuing professional development.
• Experience in audit and quality improvement initiatives.
• Experience working with volunteers, customer service, and leadership.

Responsibilities

• Coordinate and collect patient feedback through various methods.
• Assist in the development of feedback tools.
• Support the Patient Experience Manager with volunteer recruitment.

Skills

Project management

Facilitation

Strong written and verbal communication

Interpersonal skills

Time management

Data collection/interpretation/presentation

Education

Degree or equivalent experience

Tools

Word

Excel

Access

PowerPoint

Publisher

Outlook

Job description

Overview

NCIC NHS Foundation Trust – Internal vacancy for NCIC employees. The Patient Experience Team collects feedback from patients and supports teams in feedback collection, analysis, and service improvement to ensure a positive patient experience. The post holder will engage with patients, families and staff by telephone, face-to-face, email, or during ward visits with empathy and understanding. The role also includes recruitment and day-to-day management of volunteers within the Patient Experience Team.

Responsibilities

• Coordinate and collect patient feedback via surveys, face-to-face interactions, focus groups, and patient stories.
• Assist in the development of surveys and patient experience tools used for collecting and reporting feedback.
• Support the Patient Experience Manager with volunteer recruitment, day-to-day supervision, and monitoring training compliance.
• Provide support across PALS, patient experience coordinators, patient experience administrator and volunteers, aligned to two collaboratives.

About Us

North Cumbria Integrated Care NHS Foundation Trust aims to deliver outstanding healthcare services across rural and remote areas, with a focus on safe, high-quality care and a positive patient experience. The organisation promotes diversity and inclusivity and supports sustainability across the region.

Details

• Band 5
• Salary: £31,049 to £37,796 per annum
• Contract: Permanent
• Working pattern: Full-time
• Location: Cumberland Infirmary, Newtown Road, Carlisle CA2 7HY

Eligibility and Compliance

• Disclosure and Barring Service (DBS) checks are required.
• Certificate of Sponsorship and UK visa eligibility information available; sponsorship considerations may apply depending on visa status and ISL.
• Disability Confident Scheme or Armed Forces Covenant applicants guaranteed an interview if criteria are met.
• Relocation assistance may be available for eligible posts; see policy for details.

Qualifications and Experience

• Qualifications: Degree or equivalent experience; evidence of continuing professional development; IT skills (EDCL/MOST or equivalents in Word, Excel, Access, PowerPoint, Publisher, Outlook).
• Experience: Audit and quality improvement initiatives; experience working with volunteers; customer service experience; leadership/mentoring experience; supervising junior staff; knowledge of national guidance, Caldicott ethics, and data protection; experience organizing meetings and taking minutes.
• Desirable: Experience in health or social care; knowledge of IQVIA electronic patient feedback system.
• Skills: Project management, facilitation, teaching/presentation, time management, strong written and verbal communication, interpersonal skills, data collection/interpretation/presentation, reporting, and ability to motivate service users.

Important Information

Shortlisted candidates will be notified via email to log into Trac to book an interview, typically within two weeks of closing date. Please ensure evidence of meeting essential criteria is documented in the supporting information.

Note: The above reflects information from the original posting and attached documents. If sufficient responses are received, the post may close earlier than the stated closing date.