Patient Experience Facilitator – Equality, Diversity & Inclusion

Transformation Unit; Norwich; Hybrid; GBP 40,000 - 48,000; Part time

Benefits offered by this job

NHS benefits

Discounted gym memberships

On-site nursery

Free parking/park and ride

Job summary

Norfolk and Norwich University Hospitals NHS Foundation Trust is recruiting a Patient Experience Facilitator – Equality, Diversity & Inclusion. This Band 6 role focuses on leading ED&I improvements, engaging with patients, carers and communities to ensure inclusive services.

You will coach staff, influence service design and be an advocate for veterans and armed forces families, helping bridge gaps between care and people we serve, while promoting our values of People, Respect, Integrity,

Qualifications

• Experience in delivering diversity and inclusion initiatives that have had a significant impact within an organisation
• Direct experience of working with diverse communities and colleagues - working with patients and carers to involve and include them in service improvements
• Excellent communication and interpersonal skills across all levels

Responsibilities

• Lead on engagement with patients and stakeholder groups in respect of ED&I matters, creating and sustaining relationships with external stakeholders
• Provide specialist advice, guidance and support in relation to patient focussed ED&I matters to staff across the organisation
• Lead on improving patient experience for Veterans and members of the Armed Forces and their families
• The post holder will be an agent for change and conduit of patient/carer involvement, bridging gaps between services and people they serve

Skills

Interpersonal skills

Communication

Adaptability

ED&I knowledge

Job description

Main area Patient Experience Grade NHS AfC: Band 6 Contract Permanent Hours

• Part time
• Flexible working
• Home or remote working

30 hours per week (Hybrid working (mix of home/ site)) Job ref 234-26-K0870

Employer Norfolk and Norwich University Hospitals NHS Foundation Trust Employer type NHS Site Norfolk and Norwich University Hospital Town Norwich Salary £39,959 - £48,117 per annum, pro rata Salary period Yearly Closing 15/11/2026 23:59 Interview date 01/12/2026

Patient Experience Facilitator – Equality, Diversity & Inclusion

NHS AfC: Band 6

The Norfolk and Norwich University Hospital (NNUH) is a 1,200-bedded teaching hospital with state-of-the-art facilities for modern patient care: 1100 beds in the PFI and 100 in Cromer Community Hospital.

The NNUH is part of Norfolk and Waveney University Hospitals Group which includes the James Paget Hospital, in Great Yarmouth and the Queen Elizabeth Hospital in King Lynn.

We carry out nearly one million outpatient appointments, day case procedures and inpatient admissions annually. The population we serve is predominantly the people of Norfolk and north Suffolk, although some patients are referred from further afield especially to access specialist services available at this Trust.

Our staff of c10,000 care for and support patients who are referred to us by around 100 local GP practices and from other acute hospitals. We run more than 60 specialist services as a tertiary centre, including more than a dozen specialist cancer and radiotherapy treatments, and we are one of the biggest cancer centres in the country.

We provide complex spinal surgery services, specialist Neonatal Intensive Care, neurosciences services and specialist cardiac services. Our Trust runs specialist dermatology, rheumatology, endocrinology, adult congenital heart disease services, treatment of complex liver and pancreatic diseases in adults, cystic fibrosis services and intestinal failure services. We are enhancing our urgent and emergency care specialist services for patients with significant injuries as a result of trauma and have an ambition to become a Major Trauma Centre.NNUH is currently the busiest Trauma Unit in the East of England caring for almost 850 trauma patients annually many with complex care needs.

At NNUH it is our privilege to provide healthcare, and our vision is to ‘provide the best care for every patient’. If this inspires you and you share our values, we really want you to join our team.

Our values support our vision and guide the behaviour of everything we do, these are:

People-focused

We look after the needs of our patients, carers and colleagues, to provide a safe and caring experience for all.

Respect

We act with care, compassion and kindness and value others’ diverse needs.

Integrity

We take an honest, open and ethical approach to everything we do.

Dedication

We work as one team and support each other to maintain the highest professional standards.

We continuously learn and improve to achieve the best outcomes for our patients and our hospital.

We want all staff to achieve a balance between work and personal life and understand how important flexible working can be. We welcome applications on a full or part time basis, various shift patterns and hybrid working, where roles allow.

At the Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH), we know the benefits diversity can bring to our organisation such as creativity, innovation and compassion. All of which have a direct impact towards our staff and patient experience. We are committed to being a Hospital for All – being equitable and inclusive, and a place where all feel a sense of belonging. We therefore particularly encourage and welcome applications from candidates who are underrepresented in NNUH’s workforce. These include people from Black, Asian, and Minority Ethnic backgrounds, people with disabilities and long term conditions and people within the LGBT+ community.

Job overview

It is our ambition at NNUH to provide an outstanding patient and Carer experience and create a hospital for all – we need you to help us take our next steps to achieve this.

T his post will suit someone with exceptional interpersonal skills; a networker with confidence to reach out to and build trusting relationships with those in our communities that have found their voices are less well heard at NNUH and within the NHS.

You will be a coach and champion with expertise in equality, diversity & inclusion for service users who listen to understand; is kind and compassionate and works collaboratively and inclusively with patients and colleagues.

The post holder will be an agent for change and conduit of patient/Carer involvement, they will help the Trust bridge the gap between the services we provide and the people we serve.

We believe we will only truly improve our services through listening to and working with patients, Carers and communities alongside colleagues – as collaborative improvers.

Our Patient Engagement & Experience Team is dedicated to leading NNUH in listening to and amplifying the voices of all patients and Carers, especially the less well heard to ensure we break down barriers and build inclusive and respectful services and teams.

Main duties of the job

The post holder, as part of the Patient Experience Team, will lead on a range of initiatives – including EDS and Core20+5 engagement with patients and communities - to ensure that the voices of all our patients, Carers and communities are heard and that we develop and deliver services that are inclusive and equitable.

Lead on the engagement with patients and stakeholder groups in respect of ED&I matters, creating and sustaining relationships with external stakeholders and their representative groups, ensuring development of a mature and respectful co-production relationship.

They will provide specialist advice, guidance and support in relation to patient focussed ED&I matters to staff across the organisation, through interpretation of Patient Experience and Engagement policy and practice on a range of patient experience matters to all levels of staff and managers in line with our organisational values.

The post holder will be an Armed Force Champion within the trust and will lead on improving patient experience for Veterans and members of the Armed Forces and their families.

The Patient Engagement & Experience Team at NNUHFT are a welcoming, inclusive and nurturing team. You will be a part of a team of individuals who are passionate about delivering an accessible and responsive service for patients and Carers, keeping their voice at the heart of everything we do.

Working for our organisation

Join us at the Norfolk and Norwich University Hospital and be part of a workforce of over 10,000 staff!

The NNUH is one of the largest NHS trusts in the UK, providing first-class acute care for around one million people, living in Norfolk and surrounding areas. We are a teaching and research hospital, at the forefront of innovation, home to state-of-the-art facilities, such as the Quadram Institute. We are pleased to work closely with the University of East Anglia, providing teaching opportunities for our staff and placement opportunities for their students. We attract some of the best and leading professionals from across the country and are proud that our workforce represents 94 countries from across the world.

We are a friendly, collaborative hospital, working with local services and home to N&N Hospitals Charity.

We can offer you the full range of NHS benefits/discounts and in addition:

• Fast Track Staff Physiotherapy Service
• Multi Faith prayer room at NNUH Colney Lane site
• Discounted gym memberships
• Excellent pension scheme and annual leave entitlement
• Wagestream - access up to 40% of your pay as you earn it
• Free Park & Ride service direct to NNUH Colney Lane site
• Free 24-hours confidential counselling support
• On-site Nursery at NNUH Colney Lane
• On-site cafes offering staff discounts at NNUH Colney Lane
• Flexible staff bank
• Salary Sacrifice schemes including lease cars, Cycle to Work scheme and home electronics

Detailed job description and main responsibilities

In detail, this is a variation of the main responsibilities and required experience for the role.

Person specification

Qualifications

Experience

• Experience in delivering diversity and inclusion initiatives that have had a significant impact within an organisation
• Direct experience of working with diverse communities and colleagues - working with patients and carers to involve and include them in service improvements

Skills

• Excellent communication and interpersonal skills across all levels
• Highly skilled at adjusting communication style to accommodate the needs of diverse groups
• Specialist knowledge of the equality standards/measures for NHS organisations eg; EDS2, Accessible Information Standard
• Effective role model, demonstrating NNUH’s PRIDE values of People focussed, Respect, Integrity, Dedication and Excellence
• Demonstrates understanding and commitment to Equality, Diversity and Inclusion

Visa and Immigration

If you are wishing to apply for this role and would require sponsorship (this includes if you are already in a sponsored post and looking to change employer), you can determine the likelihood of obtaining a Certificate of Sponsorship for this post by assessing your circumstances against criteria specified on the gov.uk website https://www.gov.uk/skilled-worker-visa/your-job.

Travelling to work

Staff parking is available onsite; however, this is limited during core working hours. We have more capacity in the evening and at weekends and can usually provide spaces during those hours.

We look to allocate these spaces fairly. Our Travel Office have a set of criteria that staff must meet in order to qualify. If you qualify for a space, you may be placed on a waiting list if we are at full capacity.

The NNUH is served by a number of public buses, and we offer generously discounted monthly passes with First Bus & Konect.

The Costessey Park and Ride runs regularly each day from 06:30 (from P&R) to 20:45 (from NNUH) and this service is free for NHS staff. Applications to the Travel Office for a Trust ID badge are required for this service. We also have a discounted service from the airport P&R if you purchase a bundle. Please see Konect website for further details.

The NNUH host multiple bicycle racks and a salary sacrifice scheme. We also benefit from a Beryl station onsite.

If you work at another Trust site, please discuss travel and parking arrangements at interview.

DBS

If this post involves working with children or adults the application form will ask for information regarding previous convictions as you will be required to undertake a Criminal Record and Barring Check known as a DBS check.

If you are a new employee or registering with the Staff Bank you will need to meet the cost of this unless your salary is below Band 4 (AfC).

NHS Service

Should you be appointed to the post we will need to establish any previous NHS service via the ESR IAT and we will accept the submission of your application as your agreement to this.

UK Professional Registration

You will need to have current UK professional registration where this is a requirement of the role. When you submit an application which includes professional registration details, you are providing consent to the checking and verification of this information.

Notice: the Norfolk and Norwich University Hospitals NHS Foundation Trust (NNUH) will never ask candidates to make any payment during the recruitment process, offer employment without a formal recruitment process, or contact applicants via WhatsApp, social media, or free email accounts. Please only apply for vacancies advertised through official NHS recruitment channels and be cautious of any unsolicited job offers. If you receive suspicious recruitment communications claiming to represent NNUH, do not share personal information or make any payments.

Employer certification / accreditation badges

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.