Patient Relations Officer | The Royal Wolverhampton NHS Trust

Royal Wolverhampton NHS Trust; Wolverhampton; On-site; GBP 25,000 - 30,000; Full time

Job summary

A major healthcare provider in the West Midlands is looking for a dedicated individual to coordinate patient experience and manage complaints. The role requires excellent customer service, communication, and interpersonal skills, as the post holder will liaise with staff and patients across multiple sites. Candidates should be passionate about improving patient care through feedback. This position offers a supportive environment focused on flexibility and team collaboration.

Qualifications

• Positive, forward-thinking approach with excellent communication and customer service.
• Ability to work flexibly as part of a dedicated team.
• Commitment to patient involvement and feedback.

Responsibilities

• Coordinate complaints and the Trust’s response in line with policies and legislation.
• Facilitate informal resolution of problems raised by service users.
• Conduct awareness and feedback sessions throughout the Trust.
• Provide high-quality guidance and support to directorates.
• Produce statistical reports and training materials.

Skills

Excellent customer service

Communication skills

Interpersonal skills

Flexibility

Passion for patient involvement

Job description

To be the operational link with the relevant directorates and divisions to drive forward continuous improvement from the various methods of patient experience data.

To co-ordinate the Patient Advice and Liaison Services (PALS) and the Statutory complaints process and designated responses, ensuring that both operate in accordance with the Department of Health’s vision for a patient centred NHS.

The post holder will need to have a positive and forward thinking approach with excellent customer service, communication and interpersonal skills and the ability to work flexibly as part of a dedicated team which includes Equality & Diversity.

They will liaise with staff from all departments across 3 hospital sites (RWT/Cannock/West Park) and will have personal and telephone interaction with colleagues, stakeholders and patients and/or their families or representatives.

The successful candidate needs to be passionate about the involvement of patients and carers and in the gathering and use of feedback to improve the experience and care of our patients.

The post holder will be responsible for ensuring compliance with RWT policy and statutory regulations, manage the complaints and concerns process and provide easily accessible customer services to the local community, working closely with RWT and other team members.

The Royal Wolverhampton NHS Trust is one of the largest NHS trusts in the West Midlands providing primary, acute and community services and we are incredibly proud of the diversity of both our staff and the communities we serve. We are building a workforce that can help us to fulfil our values, improve quality of care for patients, and solve the health care problems of tomorrow. We’re passionate about the value that diversity of thinking and lived experience brings in enabling us to become a learning organisation and leader in delivering compassionate care for our patients.

We are delighted that we have been rated as “Good” by CQC. We have achieved numerous awards; The Nursing Times Best Diversity and Inclusion Practice and Best UK Employer of the Year for Nursing Staff in 2020.

The Trust is a supportive working environment committed to creating flexible working arrangements that suit your needs and as such will consider all requests from applicants who wish to work flexibly.

Working closely with the RWT and other team members, the key areas of responsibility are:

• To effectively co-ordinate complaints and the Trust’s response to complaints in accordance with national guidance and local Trust policies and procedures and relevant legislation.
• To facilitate speedy and informal resolution of low level problems and concerns raised by service users, their families and carers through liaison with Trust staff and other agencies.
• To spread the ethos of the Patient Experience throughout the Trust by conducting awareness and patient feedback sessions to staff and taking part in any associated training sessions.
• To offer appropriate guidance and support to those accessing the PALS and complaints service. To provide information about local services, including voluntary and statutory agencies and provide links to services where appropriate.
• To provide high quality guidance and support to directorates on resolving complaints and concerns.
• To produce complaints, PALS, PI reports, policies or procedures, statistical information and training materials.
• To participate in the development of appropriate information and technology and support to enable the preparation of the above.
• To liaise with directorate staff to track and monitor progress in complaint investigations and offer guidance and support to bring to resolution.
• To ensure that access to the complaints process and patient feedback is inclusive and embedded across divisions and drive forward continuous improvements.

To see full list of duties and main responsibilities, please refer to the full job description attached to the vacancy on the Trust website.

This advert closes on Thursday 18 Dec 2025