Patient Experience Officer
At a glance
- Band
- Band 4
- Contract
- Permanent
- Pattern
- Full-time
- Posted
- 15/09/2026
- Closes
- 30/09/2026
Sponsorship verdict
Sponsorship is not clearly stated in this advert.
The advert didn't contain a clear role-specific sponsorship line, so HiveMind can't confirm eligibility. Verify with the recruiting manager or trust HR before you apply.
Role summary
This role involves working within the Patient Experience Team to support service users and carers by handling feedback, including enquiries, concerns, complaints, and compliments. The post holder will undertake delegated duties to ensure an effective and accessible Patient Experience service, responding to complaints and offering information, advice, and support. It requires established skills in receiving, analysing, and resolving complex and sensitive issues.
Key responsibilities
- Work within the Trust's Patient Experience Team to meet national and local standards.
- Undertake delegated duties to deliver an effective, visible, and accessible Patient Experience service.
- Deal with general feedback, concerns, complaints, comments, and compliments using Trust procedures.
- Respond to Closer Look and Quick Resolution complaints, resolving matters in difficult circumstances.
- Offer information, advice, support, and signpost people when required.
- Provide a listening service for patient, carers, and relatives concerns.
Essential criteria
- oEducated to 'A' level or equivalent experience, including English language GCSE grade C or above or equivalent.
- oCustomer Services NVQ Level 3 or equivalent knowledge and/or experience
- oClear understanding of the NHS Complaints Procedure (Local resolution and Ombudsman)
- oUnderstanding 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
- oComplaints handling experience
Desirable criteria
- oBond Solon BTEC level 5 Complaints Training
- oMediation/facilitation skills
- oExperience of working with mental health service users & carers
- oExperience of using Datix system
- oUnderstanding of Patient Experience
- NHS/Social Care experience
Useful to know
Agenda for Change 2024/25 pays Band 4 at £26,530 – £29,114 a year, across England.
This advert: £28,392 – £31,157 — outside the standard scale; check for HCAS/London weighting.
Posted 2d ago · Closes in 14d
Plenty of time to prepare a strong application.
Full advert · preview
Job summary
_Please note, if a high volume of applications is received, this advert may close early so please ensure you submit your application without delay._
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.
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