Job summary
- Main area
- Patient Experience
- Grade
- Band 3
- Contract
- Permanent
- Hours
- Full time
- Job share
- Flexible working
- Job ref
- 100-AC262-0925
- Employer
- Hywel Dda University Health Board
- Employer type
- NHS
- Site
- To be determined
- Town
- To be determined
- Salary
- £25,313 - £26,999 per annum (pro rata if part time)
- Salary period
- Yearly
- Closing
- 15/09/2025 23:59
- Interview date
- 25/09/2025
Employer heading
Patient Experience Officer
Band 3
Our Hywel Dda values reflect who we are and how we behave. We continuously work together to be the best we can be as we strive to develop and deliver excellent services, putting people at the heart of everything we do. Throughout our recruitment process you will be asked to think about how you would demonstrate these values in the way that you work with us.
If you are registered Health Care professional considering relocating to the Hywel Dda area in West Wales please don’t hesitate to contact our recruitment campaigns team directly via [email protected]
To keep up to date with our latest recruitment activity follow us on Facebook (Swyddi Hywel Dda Jobs), LinkedIn or on Twitter @SwyddiHDdaJobs
Hywel Dda University Health Board reserve the right to close vacancies after 24 hours if a large number of suitable applications are received. We encourage early applications to ensure consideration for a post.
Job overview
We are seeking a compassionate and organised Patient Experience Officer to join our Nursing, Quality and Patient Experience Directorate. This Band 3 role supports the Patient Advice and Liaison Service (PALS) and the wider Patient Experience Team in delivering high-quality, person-centred care. The successful candidate will play a vital role in gathering and responding to patient feedback, supporting engagement activities, and ensuring information is accessible and up to date.
Other duties will include:
- Providing administrative and clerical support to the Patient Experience and PALS teams.
- Engaging with patients, families, carers, and advocates to collect feedback through various channels including surveys, social media, and face-to-face interactions.
- Supporting the delivery of initiatives such as the Friends and Family Test, Patient Stories, Feel Good Friday, and The Big Thank You.
Main duties of the job
- Assisting in organising and attending engagement events across hospital, community, and primary care settings.
- Maintaining accurate records using systems such as CIVICA, Datix, WPAS, and Netcall.
- Responding to non complex concerns and enquiries
- Ensuring patient information leaflets are current, accessible, and distributed appropriately.
- Collecting, analysing, and reporting feedback from national and local surveys.
- Recording feedback and incidents on relevant systems, escalating complex cases as needed.
- Liaising professionally with internal and external stakeholders including clinicians, GPs, and service managers.
- Booking venues, meetings, and training sessions for the team.
- Ordering goods and manage resources using Oracle and ESR systems.
- Supporting safeguarding, infection control, and confidentiality protocols.
- Contributing to service improvement by sharing insights from patient feedback.
- Maintaining accurate documentation for meetings and patient interactions, ensuring compliance with legal and data protection standards.
- Providing a compassionate and empathetic service to persons wishing to raise concerns and enquirie
Working for our organisation
Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.
We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.
We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.
Our services are provided in:
- Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
- Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
- Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
- 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
- Numerous mental health and learning disabilities services
Detailed job description and main responsibilities
You will be able to find a full job description and person specification attached within the supporting documents.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
The Health Board is committed to supporting its staff to fully embrace the need for bilingualism thereby enhancing patient and service user experiences. In our commitment to increase the number of staff who are able to communicate in Welsh with patients and professionals, we welcome applications from Welsh speakers.
The ability to communicate in Welsh is desirable for this post. If you do not meet the Welsh Language requirements specified, the Health Board offers a variety of learning options and staff support to help you meet these minimal desirable requirements during the course of your employment with us.
Interviews will be held on 25/09/2025.
Person specification
Qualifications and Knowledge
Essential criteria
- 5 GCSE's or equivalent
- Level 3 qualification in Customer Services/Digital
- Use of all Microsoft Office 365 applications
- Working knowledge of Health Board policies/procedures
Desirable criteria
- Knowledge and understanding of Putting Things Right (PTR) regulations.
- Knowledge of Excel and powerpoint.
- Advanced knowledge of Microsoft 365.
- Knowledge of Duty of Candour
- Knowledge and experience of CIVICA (All Wales Feedback patient)Netcall, WPAS, Welsh Clinical Portal (WCP), Datix (Risk Management Sytstem), Powerpoint, Excel.
Experience
Essential criteria
- Previous experience in a customer service, patient or service user focused role.
- Working in an administrative/office environment.
Desirable criteria
- Working within a Patient Experience team/PALS.
- Experience of working in the NHS.
Language Skills
Desirable criteria
- Welsh Speaker (Level 1)
- Knowledge of BSL.
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.
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Angela Watkins
- Job title
- PALS Supervisor
- Email address
- [email protected]
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