Job summary
- Main area
- Admin Support for Patient Experience
- Grade
- Band 3
- Contract
- Permanent: 37.5 hours per week M-F / no weekend work
- Hours
- Full time
- Part time
- Job ref
- 356-25-7443401
- Employer
- Hull University Teaching Hospitals NHS Trust
- Employer type
- NHS
- Site
- Hull Royal Infirmary
- Town
- Hull
- Salary
- £24,937 - £26,598 per annum
- Salary period
- Yearly
- Closing
- 13/10/2025 23:59
Employer heading
Patient Experience Officer
Band 3
Job overview
We have an exciting opportunity for an individual who can join our team of people dedicated to coordinating our PALS (Patient Advice and Liaison Service).
It is essential to have experience of working within a healthcare setting, we are first and foremost looking for an individual who can successfully work as part of a team.
The successful individual will be passionate about delivering the right outcome for the users of PALS with a focus on patient experience, and will have a track record of with working with a wide range of stakeholders. Excellent IT skills are essential to this role.
Please note that this advertised vacancy does not meet the UKVI eligibility requirements for a Skilled Worker Visa and therefore HUTH would not be able to issue a Certificate of Sponsorship for this role.
Main duties of the job
With a background in working with people the successful applicant will have the following deliverables:
- Identify actions to keep the PALS work stream on track
- Participate positively and promote continuous improvement by recommending changes that will improve results whilst retaining team spirit
- Engagement with key stakeholders to ensure service delivery and escalate where any key performance indicators may be going off-track
- Demonstrate a can do attitude to making a difference with excellent customer service skills
Working for our organisation
The Humber Health Partnership is one of the largest acute and community Partnership arrangements in the NHS, seeing well over one million patients every year and managing a budget of over £1.3 billion.
Made up of two Trusts - Northern Lincolnshire and Goole NHS Foundation Trust (NLAG) and Hull University Teaching Hospitals NHS Trust (HUTH) - our Partnership has significant ambitions and is committed to delivering world-class hospital and community services for the 1.65 million people we serve.
Together we employ nearly 20,000 staff. Our five main hospital sites are Diana, Princess of Wales Hospital, Scunthorpe General Hospital and Goole and District Hospital, for NLAG and Hull Royal Infirmary and Castle Hill Hospital for HUTH.
As Teaching Hospitals working with the Hull York Medical School, we both lead and contribute to research in many areas - biomedical research, primary care, palliative medicine, cardiovascular and respiratory medicine, vascular surgery, cancer surgery and oncology.
We believe that by developing a diverse, inclusive, innovative, skilled and caring workforce, we can deliver excellent care to our patients and a great future for our employees, our Partnership and our community.
Detailed job description and main responsibilities
For further details with regard to this vacancy opportunity, please see the attached Job Description and Person Specification.
Person specification
Education/ Qualifications
Essential criteria
- ECDL, or NVQ Level 3 or equivalent qualification in a relevant field of Administration or customer service
- Demonstrate an appropriate level of English and Maths.
- Experience within Customer service.
Desirable criteria
- A base level knowledge of complaints, regulations and procedure within the NHS
Experience
Essential criteria
- Experience in adapting communication skills to the situation as required
- Experience of dealing with the public in particular managing sensitive issues within a highly emotive situation
- Experience in customer care setting
Desirable criteria
- Understanding of GDPR and Data Protection
Communication and Interpersonal Skills
Essential criteria
- Excellent communication - verbal/written
- Able to use own initiative to problem solve or signpost members of the public accessing the service
- Positive and enthusiastic approach to managing patient/carers complaints
- Ability to plan, organise and prioritise own workload to work to deadlines
- Works well with in a team
- Demonstrate empathy and diplomacy
- Demonstrates understanding of confidentiality
Desirable criteria
- Ability to manage complex, sensitive and contentious information from complainants
Attributes and Other Requirements
Essential criteria
- Shows motivation in developing new skills
- High level of interpersonal skills
- Flexible and reliable
- Good time keeper
- Ability to work from both hospital sites as required to meet the demands of the service
Desirable criteria
- Use of various media formats, including iPad, cameras
- Data and report production
Employer certification / accreditation badges
Documents to download
Further details / informal visits contact
- Name
- Jan Fillinger
- Job title
- Patient Experience Manger
- Email address
- [email protected]
- Telephone number
- 01482 468217
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