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Patient Experience Officer

County Durham and Darlington NHS Foundation Trust
£35,392 to £42,618 a year per annum pro rata
Closing date
10 Jun 2023

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Other Health Profession
Band 6
Contract Type
Full Time
The Patient Experience Team is part of the Corporate Nursing Division, who lead a culture of clinical excellence to enable delivery of safe, compassionate care to patients that is evidenced by good outcomes and patient feedback. We listen to the peoples voice to continuously learn and improve. We work in line with the Trust vision, values and behaviours.

We are looking for a tenacious, enthusiastic member for our dynamic team, who will work across the organisation and with relevant stakeholders. The post holder will actively promote and support our strategic aims to ensure high quality services are maintained at all times and that patients have good experience of care that is open, just and fair in its culture. We welcome applications from both Non-Clinical and Clinical colleagues.

This post supports the delivery of the Trusts Complaints policy and procedures and contributes to the wider aims of the Trust regarding Patient Experience.

Main duties of the job

The post holder will deal directly with patients and public, Trust staff, and other healthcare professionals either through face to face meeting, telephone conversation or written correspondence, ensuring all feedback is handled appropriately in line with national guidance and the Trusts policy and procedure.

The post holder will work with colleagues across the organisation to promote and develop the service and create effective links and working relationships between the Patient Experience service and other departments. The post holder will also liaise with advice, and advocacy services in both the local and national health and social care system in such a way as to ensure a seamless service for patients.

About us

If you are being interviewed you must accept an interview slot in the system to continue, even if you have arranged with the manager

You must be able to produce ALL certificates stated essential in the person specification or you will not be able to complete pre-employment checks

To be eligible for Health and Care Worker visa sponsorship you will usually need to be paid at least �25,600 per year

We provide hospital services from two acute sites - Darlington Memorial Hospital and University Hospital of North Durham. We have a centre for planned care in Bishop Auckland and provide care from community hospitals in Chester-le-Street, Shotley Bridge, Barnard Castle, Sedgefield and Weardale as well as over 80 other community based settings and providing care in patients' homes.

At County Durham and Darlington NHS Foundation Trust our aim is to always deliver excellent care with compassion to deliver the highest quality of care our patients deserve. We value the personal skills, experiences and qualities that individuals bring to the Trust creating an inclusive working environment to attract talented people who feel motivated, involved and able to influence the future direction of our services.

We particularly welcome applications from disabled and Black, Asian and Minority Ethnic (BAME) candidates as BAME and disabled people are currently under-represented

Full Job Descriptions can be found in the adverts supporting documents

Job description

Job responsibilities

Participate in patient, public and carer involvement activities to provide assurance (in relation to the patient experience) in support of CQC outcomes, clinical quality strategy and PHSO standards.

Ensure all complaints are processed for investigation and are responded to appropriately by the Care Group in accordance with the Complaints and Concerns policy

Participate in the interpretation and analysis of patient feedback

Monitor that appropriate learning and action is being taken as a result of patient feedback.

Support the development of reports to the relevant committees to provide assurance of effective patient and public and carer involvement.

Support the development of reports on the cross cutting themes from complaints.

Provide support to the designated Care Group for any patient and public involvement activities.

Operate effective administration systems to underpin the patient experience function.

Support the development and monitoring of relevant Standard Operational Procedures and Policies in accordance with local and national guidance.

Provide assurance via key performance indicators of compliance with policy and procedure

To facilitate and report accurately, meetings of a sensitive nature within agreed timescales

Ensure effective use of resources

Person Specification

Special Skills and Knowledge


  • Knowledge and experience of the NHS Complaints process
  • Excellent written/verbal communication skills, including listening skills.
  • Excellent leadership and facilitation skills
  • Ability to prioritise own workload when experiencing competing demands.
  • Ability to deliver to deadlines
  • Ability to work with minimal supervision.
  • IT literate with knowledge of MS Office.
  • Database management and reporting skills
  • Ability to collect, analyse and interpret information and data.
  • Ability to create high level professional reports when required
  • Evidence of continuing development
  • Knowledge and impact of the key national and local drivers in relation to patient experience.
  • Ability to work as an effective member of a team
  • Excellent interpersonal skills.
  • Ability to facilitate and manage sensitive situations professionally
  • A high level of confidence and assertiveness.
  • Ability to adapt pro-actively to change
  • Able to remain objective and when necessary.
  • Strong personal commitment to the role.
  • Enthusiastic, positive attitude to drive service improvement


  • Have experience of working the Ulysses Risk Management System.



  • Educated to degree level or working towards, or equivalent relevant experience.


  • IT/Database qualification
  • Customer Care qualification



  • Experience of working at band 5 level or extensive experience of team management
  • Knowledge and experience of the NHS Complaints process.
  • Experience of working in a team, requiring compromise and flexibility.


  • Experience in a leadership role.
  • Evidence of success in delivering change.

Special Requirements


  • Able to travel across Trust sites to meet the requirements of the post

Employer details

Employer name

County Durham & Darlington NHS Foundation Trust


Appleton House

Lanchester Road Hospital



Any attachments will be accessible after you click to apply.


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