Job vacancy: Patient Experience Administrator, South Warwickshire University NHS Foundation Trust, Warwick

Job summary

Main area: Corporate
Grade: Band 4
Contract: Permanent
Hours: Full time - 37.5 hours per week
Job ref: 203-C513

Employer: South Warwickshire University NHS Foundation Trust
Employer type: NHS
Site: Warwick Hospital
Town: Warwick
Salary: £27,485 - £30,162 per annum
Salary period: Yearly
Closing: 18/07/2025 23:59

Patient Experience Administrator

Band 4

South Warwickshire University NHS Foundation Trust is one of the top performing organisations within the NHS. Our staff think this is a great place to work and we hope you will agree. We have recently been rated as 'Outstanding' by the Care Quality Commission (CQC) following our most recent inspection.

We provide services across Warwickshire and beyond ranging from Hospitals in Warwick, Stratford-Upon-Avon, Royal Leamington Spa and Shipston-on Stour to Community Services across the whole county. This includes our Community Teams in North Warwickshire.

We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity. Over 6000 people work for the Trust and many of them have been here a long time. People find they don’t need to go elsewhere to find a fulfilling career in healthcare.

The first thing you will notice about us is how we take our values seriously. We believe that our values underpin everything we do. If you are interested in a role with us you need to make sure our values match your own.

Our values can be summed up in one sentence. We are ‘Trusted to provide inclusive, safe, effective and compassionate care’. Throughout the recruitment process you will be asked to think about how you demonstrate these values and how they impact on your work. It doesn’t matter what role you do, whether it is patient facing or not, we are all working in the same way with our values at the core.

Probationary Period

All new staff to the Trust will be subject to a standard 6 month probationary period, the details of which will duly follow in your contract of employment.

Equality, Diversity, and Inclusion

South Warwickshire University NHS Foundation Trust is committed to creating and sustaining a positive and inclusive working environment for all our employees. Our aim is to ensure that employees are equally valued and respected and that our organisation is representative of all members of society. We define diversity as valuing everyone as an individual – we value our employees, job applicants, students, patients and visitors as people. This is reflected within our values of being Inclusive, Safe, Effective, Compassionate and Trusted.

As part of our commitment to Equality, Diversity and Inclusion we encourage all applicants to complete a short survey. This can be accessed via the link below:

https://forms.office.com/e/ahWY3eAGM2

We appreciate you completing the survey.

Agile and Flexible Working

All our staff will have a work base. However the Trust operates as an Agile Working Team therefore staff may be working from home on a regular basis as required by the service. However, occasionally travel around Warwickshire and into your base will be required so access to your own transport would be helpful.

The Trust also welcome staff to work flexibly and we would welcome the conversation at interview regarding flexible working.

Staff Benefits

The Trust offer a wide range of additional benefits to staff. Anyone who joins us on a substantive basis can assess things such as the Lease Car Scheme, Electronics Scheme, Discounted Leisure and Travel, Cycle to work scheme amongst many others available.

Car Parking

The Trust currently have limited availability of car parking spaces, as such are operating a waiting list for new starters joining the organisation.

To keep up to date on our latest recruitment activity follow us on twitter @swftrecruit or look us up on Facebook (Recruitment - South Warwickshire NHS Foundation Trust).

Detailed job description and main responsibilities

Provide high quality administration and secretarial support to the Patient Experience Team.

Produce correspondence to a high standard, using a range of MS office software products.

Provide administration for the Friends and Family Test.

Send completed FFT cards within the required timeframe and ensure FFT cards are ordered and available to wards / departments. Respond to enquiries regarding FFT.

Provide administration for the Child Death Process, liaising with the Patient Experience Officer, upload information onto the ECDOP system as requested.

Support arrangements for Child Death Overview Meetings liaising with other agencies to ensure all appropriate people attend.

Be responsible for inputting compliments received onto the Trust’s computer system (DATIX).

Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested.

Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the Datix system.

Support with sending out of complaint responses when confirmed by the Patient Experience Officer, close the complaint on Datix ensuring all findings, recommendations and regrading are recorded accurately.

Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy.

Support with maintaining accurate records on Datix of PALS contacts, compliments, hospital bereavements, formal and informal complaints.

Keep the Trusts Intranet & Internet for the Patient Experience Team, up to date, to ensure patients and staff can locate relevant information easily.

Ensure stock of Posters/Leaflets/Literature and keep topped up in all areas, liaise with leads.

Arrange meetings as requested by members of the Patient Experience Team, liaise with the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Arrange for car parking ticket where applicable.

Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Download recordings onto disc and save in Patient Experience shared drive in the appropriate section, send disc to complainant

Ensure all recording and video interpreting equipment is kept fully charged and available for use. Manage any requests for lending of equipment to other departments within the Trust.

Locate, obtain and track medical records using LORENZO system.

Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files.

Maintain and order stationary required by the team.

Assist the Patient Experience Team with auditing formal and informal complaint and compliment data.

Handle the Patient Experience Team’s incoming and outgoing mail.

Manage lost property electronic record and ensure is it kept up to date and available on the Patient Experience shared drive.

Contact patients / relatives / visitors regarding property that has been found.

Attend internal and external meetings as nominated by the Patient Experience Manager and report back to Patient Experience Team

Person specification

Qualifications

Essential criteria

Good standard of general education at GCE/GCSE level or equivalent, including Maths and English Language
NVQ Level 4 Business Administration qualification
ECDL or equivalent IT qualification

Desirable criteria

RSA Level 3 or equivalent

Experience

Essential criteria

Experience of working in a busy office environment without supervision
Experience of liaising with a range of professionals at all levels
Experience of working with patient administration systems, such as Lorenzo
Experience of maintaining efficient and effective office systems and processes
Excellent standards of accuracy and organisational skills
Experience of dealing with enquiries of a confidential and sensitive nature, with tact and diplomacy

Desirable criteria

Experience of working with Datix system
Previous experience of working in the NHS

Skills

Essential criteria

Good working knowledge of all Microsoft Office systems, e.g. Word, Excel, Outlook and databases
Advanced keyboard skills
Knowledge of data protection and patient confidentiality legislation
Able to prioritise and manage time effectively
Excellent communication skills
Ability to use active listening skills
Able to respond to routine questions/queries, advise how to access services, know when to refer to others
Ability to establish/keep records and produce reports, provide data on request
Ability to respond flexibly to the demands of working in a complex and diverse environment
Ability to develop effective working relationships with different levels and disciplines within the organisation
Initially deal with challenging contacts from the public face-to-face and via the telephone
Minute taking and meeting/events organisation
Knowledge of the PALS and Bereavement Services and the Trusts Formal Complaints Procedure

Personal Qualities

Essential criteria

Motivated and enthusiastic
Organised and professional
Tactful and diplomatic
Willingness to participate in the development of systems and processes within the Patient Experience Team
Adaptable and flexible approach to work
Ability to work and communicate with people at all levels
Ability to deal with unpredictable workload and frequent interruptions
Able to work as a team member

Other

Essential criteria

Smart personal presentation and appearance
Evidence of ongoing personal development

Desirable criteria

Car owner/driver willing to travel in the course of undertaking duties
Ability to work occasionally outside of normal office working hours

IMPORTANT INFORMATION

Sometimes we get a lot of applications for our roles. On those occasions we might close the job early. If you don’t want to miss out we recommend submitting your application as early as possible.

The Trust use an Applicant Management System called TRAC which helps us manage the recruitment process. All communications regarding your application will come via TRAC (even if you applied via NHS Jobs).

Please check your TRAC account regularly and ensure your email is set up to accept messages so they don't go into your junk/spam folder.

We aim to shortlist all vacancies within 2 days of the vacancy closing, we will get back to all candidates ASAP.

Please ensure all sections of the application form are completed fully. Please particularly ensure that you provide full details of all referees including business email address, telephone contact details and postal address.

South Warwickshire University NHS Foundation Trust is an equal opportunities employer who is committed to Equality and Diversity and does not tolerate discrimination or harassment on the grounds of any protected characteristic as defined by the Equality Act 2010.

All South Warwickshire University NHS Foundation Trust sites are smoke free. We feel it’s a great way to help our patients, visitors and staff stay healthy.

The Trust is part of a ‘Foundation Group’ through a strategic alliance with Wye Valley NHS Trust, George Eliot Hospital NHS Trust and Worcestershire Acute Hospitals NHS Trust. This partnership is great for the sustainability of all four organisations and allows us to share learning and maximise opportunities to ensure the delivery of high quality health and care services for our local populations.