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Crynodeb o'r swydd

Prif leoliad
Corporate
Gradd
Band 4
Contract
Parhaol
Oriau
Llawnamser - 37.5 awr yr wythnos
Cyfeirnod y swydd
203-C536
Cyflogwr
South Warwickshire University NHS Foundation Trust
Math o gyflogwr
NHS
Gwefan
Warwick Hospital
Tref
Warwick
Cyflog
£27,485 - £30,162 per annum
Cyfnod cyflog
Yn flynyddol
Yn cau
06/10/2025 08:00

Teitl cyflogwr

South Warwickshire University NHS Foundation Trust logo

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.

Disclosure and Barring Service (DBS) Checks

Many of the roles we advertise have a requirement for a DBS check to be carried out. If you are successful for a role and it requires a DBS check the Trust will carry out the initial check and subscription to the DBS Update Service, however successful candidates will be expected to cover the associated costs . Details of this will be sent to successful candidates in their offer letter.

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).


Trosolwg o'r swydd

 We are looking for someone with high customer service skills and strong interpersonal skills with some experience of dealing with concerns and complaints.  Knowledge of the NHS Complaints Procedure would be beneficial.

Working as part of the Patient Experience Team,  the Patient Experience Administrator will support the co-ordination of the concerns and complaints procedure which will involve liaising with staff, patients and relatives as well as monitoring adherence to timescales and preparing reports. The post holder will require excellent customer service, communication and organisational skills with attention to detail.  The work involves dealing with people who may be going through a difficult time in their lives, and the post holder must be able to complete the necessary tasks whilst acting in a caring and compassionate manner.

For further information please contact Jane Wheelan & Sarah Reynolds, Patient Experience Manager on  01926 495321 ext 8013.

Prif ddyletswyddau'r swydd

The post holder will be required to provide high quality administrative support to the Patient Experience Team, which includes the Patient Experience Officers and the Patient Advice & Liaison Service and Bereavement Officers. The role also involves the administration for the Friends and Family Test and Patient Surveys. This position requires the post holder to be able to act on their own initiative and manage their own workload.

Gweithio i'n sefydliad

Come and join a Trust rated Outstanding by the CQC. South Warwickshire University NHS Foundation Trust have been rated as outstanding following our latest inspection by the CQC and we are recruiting new staff to come and help us improve even further. In addition our staff survey results have placed us 4th in the country for recommended place to work.

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 county. We are a progressive, expanding organisation with great ambition around improving quality, integrating pathways and delivering high levels of productivity.

Our values can be summed up in one sentence. We are ‘Trusted to provide safe, inclusive, 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.

Swydd-ddisgrifiad a phrif gyfrifoldebau manwl

Provide high quality administration 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.

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

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 InPhase system.

Support with sending out complaint responses when confirmed by the Patient Experience Officer, close the complaint on InPhase 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 InPhase 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.

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

Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. 

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.

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 the Patient Experience Team

Manyleb y person

Qualifications

Meini prawf hanfodol
  • 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
Meini prawf dymunol
  • RSA Level 3 or equivalent

Experience

Meini prawf hanfodol
  • 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
Meini prawf dymunol
  • Experience of working with Datix system
  • Previous experience of working in the NHS

Skills

Meini prawf hanfodol
  • 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

Meini prawf hanfodol
  • 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

Meini prawf hanfodol
  • Smart personal presentation and appearance
  • Evidence of ongoing personal development
Meini prawf dymunol
  • Car owner/driver willing to travel in the course of undertaking duties
  • Ability to work occasionally outside of normal office working hours

Bathodynnau ardystio / achredu cyflogwyr

Apprenticeships logoNo smoking policyPositive about disabled peopleAge positiveDisability confident leaderInvestors in People: GoldImproving working livesMindful employer.  Being positive about mental health.Care quality commission - OutstandingStonewall equality policy. Equality and justice for lesbians, gay men, bisexual and trans people.Step into healthArmed Forces Covenant

Gofynion ymgeisio

Mae'r swydd hon yn ddarostyngedig i Orchymyn Deddf Adsefydlu Troseddwyr 1974 (Eithriadau) 1975 (Diwygio) (Cymru a Lloegr) 2020 a bydd angen cyflwyno Datgeliad i'r Gwasanaeth Datgelu a Gwahardd.

Dogfennau i'w lawrlwytho

Gwneud cais ar-lein nawr

Rhagor o fanylion / cyswllt ar gyfer ymweliadau anffurfiol

Enw
Jane Wheelan
Teitl y swydd
Senior Patient Experience Officer
Cyfeiriad ebost
[email protected]
Rhif ffôn
01926 495321
Gwybodaeth i gefnogi eich cais

01926 495321 Ext: 8013

Gwneud cais ar-lein nawrAnfonwch hysbysiadau ataf am swyddi gwag tebyg