Patient Experience Facilitator
At a glance
- Band
- Band 5
- Contract
- Secondment
- Pattern
- Full-time
- Posted
- 25/08/2026
- Closes
- 04/09/2026
Sponsorship verdict
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Role summary
This role involves coordinating patient complaints and PALS enquiries, ensuring timely resolution and compassionate handling. You will track patient experience data, drive service improvements based on feedback, and contribute to governance reporting. The position requires collaboration with clinical teams and external partners to translate patient insights into action. It's a rewarding opportunity to influence care delivery and promote patient-centred approaches.
Essential criteria
- oDegree in Administration, Public Relations or Customer Service or equivalent level of knowledge acquired by experience
- oPrevious Supervisory experience oKnowledge of the principles of Patient Experience in the NHS oKnowledge of the Complaints and PALS processes oExperience of planning activities to meet deadlines
- oAbility to work alongside multi-disciplinary team oAbility to recognise and reduce barriers to effective communication. oGood verbal and written communication. oExcellent interpersonal skills. oExperience of working with people at all levels
- oDegree in Administration, Public Relations or Customer Service or equivalent level of knowledge acquired by experience
- oPrevious Supervisory experience oKnowledge of the principles of Patient Experience in the NHS oKnowledge of the Complaints and PALS processes oExperience of planning activities to meet deadlines
- oAbility to work alongside multi-disciplinary team oAbility to recognise and reduce barriers to effective communication. oGood verbal and written communication. oExcellent interpersonal skills. oExperience of working with people at all levels
Useful to know
Agenda for Change 2024/25 pays Band 5 at £29,970 – £36,483 a year, across England.
This advert: £32,073 – £39,043 — outside the standard scale; check for HCAS/London weighting.
Posted 8d ago · Closes in 3d
Plenty of time to prepare a strong application.
Full advert · preview
Job summary
We are looking for a dynamic, empathetic, and highly organised individual to join our Patient Experience Team as a Facilitator on a fixed-term basis to cover maternity leave. This pivotal role ensures that patients, families, and carers feel heard, supported, and empowered throughout their healthcare journey.
As Patient Experience Facilitator, you will lead the coordination of complaints and PALS enquiries, ensuring they are managed with compassion and resolved within agreed timeframes. You will contribute to key patient experience initiatives, oversee statutory surveys such as the Friends and Family Test, and help drive service improvements informed by patient feedback.
Working collaboratively with clinical teams, senior leaders, and external partners, you will ensure that patient insights are translated into meaningful action. The role also includes data management, governance reporting, and representing the patient voice at divisional meetings.This is a rewarding opportunity to influence how care is delivered across the Trust. If you are passionate about patient-centred care, thrive in a fast-paced environment, and excel in communication and coordination, we encourage you to apply.
Main duties of the job
o Handling Complaints & Concerns: Ensures that patient complaints and PALS (Patient Advice and Liaison Service) contacts are acknowledged, investigated,
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