Job summary
- Main area
- Patient Experience
- Grade
- NHS AfC: Band 4
- Contract
- Permanent
- Hours
- Full time - 37.5 hours per week
- Job ref
- 383-COR-7221-26
- Employer
- Derbyshire Healthcare NHS Foundation Trust
- Employer type
- NHS
- Site
- Kingsway Hospital
- Town
- Derby
- Salary
- £27,485 - £30,162 per annum
- Salary period
- Yearly
- Closing
- 30/03/2026 23:59
Employer heading
Patient Experience Officer
NHS AfC: Band 4
Want to make a real difference and have a truly rewarding career? Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate and enthusiastic workforce committed to a vision of ‘making a positive difference in people's lives’.
We’ve been rated ‘good’ overall by the CQC, with some outstanding services. The CQC commented at our most recent inspection on how our colleagues “treated patients with compassion and kindness” and “felt positive and proud about working for the trust.
We are passionate about making equality, diversity and inclusion part of our DNA. We take pride in our “People First Culture” which creates a workplace where everyone feels a genuine sense of belonging, difference is celebrated, and people are comfortable to bring their whole selves to work. We value the richness that comes from having colleagues that are fully representative of the local community. We welcome people who identify as Black, Asian or from a Minority Ethnic background, protected characteristics, and with all backgrounds and experiences.
Job overview
An exciting opportunity has arisen for an enthusiastic individual to work in our busy, friendly Patient Experience Team. We provide support for service users and carers in relation to the feedback we receive, including enquiries, concerns, complaints and compliments. This requires established skills in receiving, analysing and resolving a wide range of issues, which can be complex and highly sensitive.
Main duties of the job
Working within the Trust’s Patient Experience Team, ensuring we meet national and local standards. To undertake delegated duties to ensure the delivery of an effective, visible and accessible Patient Experience service which meets the required standards across all Trust services throughout Derbyshire, this includes dealing with general feedback as well as concerns, complaints, comments and compliments using Trust procedures.
To respond to Closer Look and Quick Resolution complaints following Trust processes, resolving matters sometimes in difficult circumstances. To offer information, advice, support and signpost people when required. To provide a listening service for patient, carers, and relatives concerns, ensuring that their contact with the Trust is as easy as possible.
Working for our organisation
Join 'Team Derbyshire Healthcare' and become part of a talented, compassionate and enthusiastic workforce committed to a vision of ‘making a positive difference in people's lives’.
CQC rated us as 'GOOD’ overall, commenting on how our colleagues “treated patients with compassion and kindness” and “felt positive and proud about working for the trust.”
Benefits include:
-
Commitment to flexible working where this is possible
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27 days annual leave/year plus bank holidays, increasing to 29 days after 5 years & 33 days after 10 years’ service
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Yearly appraisal and commitment to ongoing training
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Generous NHS pension scheme
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Good maternity, paternity and adoption benefits
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Health service discounts and online benefits
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Incremental pay progression
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Free confidential employee assistance programme 24/7
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Access to our LGBT+ network, BAME Network and Christian Network
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Health and wellbeing opportunities
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Structured learning and development opportunities
Detailed job description and main responsibilities
Please review the Job Description and Person Specification. To apply, please click APPLY FOR THIS JOB - this link will take you to the TRAC Recruitment Site. You will need to register if you do not already have an account.
Person specification
Essential
Essential criteria
- • Educated to ‘A’ level or equivalent experience, including English language GCSE grade C or above or equivalent.
- • Customer Services NVQ Level 3 or equivalent knowledge and/or experience
- • Clear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- • Understanding of the Data Protection issues, Freedom of Information Act, Caldecott guidelines and Confidentiality policies, when dealing with patients and the public and any information stored about them
Desirable criteria
- • Bond Solon BTEC level 5 Complaints Training
- • Mediation/facilitation skills
- • Experience of working with mental health service users & carers
- • Experience of using Datix system
- • Understanding of Patient Experience
Experience
Essential criteria
- • Complaints handling experience
Desirable criteria
- NHS/Social Care experience
Employer certification / accreditation badges
Applicant requirements
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.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Anne Reilly
- Job title
- Complaints/Patient Experience Manager
- Email address
- [email protected]
- Telephone number
- 01332 623751
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