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Job summary

Main area
Patient Experience and Governance
NHS AfC: Band 4
Full time - 37.5 hours per week
Job ref
Blackpool Teaching Hospitals NHS Foundation Trust
Employer type
Blackpool Victoria Hospital
£21,892 - £24,157 per annum
Salary period
18/04/2021 23:59
Interview date

Employer heading

Blackpool Teaching Hospitals NHS Foundation Trust logo

Patient Experience and Governance Officer

NHS AfC: Band 4

We welcome and encourage application from anyone with protected characteristics, as well as supporting reservists and Veterans who are looking for a rewarding and challenging career within the NHS and especially here at Blackpool Teaching Hospitals NHS Foundation Trust.

As one of the United Kingdom’s largest coastal resort, Blackpool has plenty to offer its residents – it’s not just a good place to work; it’s a great place to live. In addition to its bustling centre and historic seafront, the town is world famous for its many attractions, including the famous Blackpool Tower. Blackpool also offers a number of scenic cycling routes round our local parks and across the surrounding countryside, as well as boasting panoramic views of the coast on its picturesque Promenade. Further afield, Blackpool also benefits from less than three-hour connections via rail to Edinburgh in the north and London in the south.

Blackpool Teaching Hospitals encourages flexible working in all our roles to support staff in maintaining healthy home-life balance.  Working patterns such as; part time working, self-rostering, compressed hours, annualised hours, term time, reverse term time and flexitime working can be explored.  We encourage applicants to state clearly on their application forms this request and discuss these options at interview


Job overview

  • To handle complaints and compliments for the Scheduled Care Division in conjunction with the Patient Experience & Complaints Manager and to deputise for their absence.
  • To organise and attend meetings with complainants, take notes and produce accurate and succinct transcriptions.
  • To liaise with patients, complainants, clinicians and managers, as well as the corporate Patient Experience Team and Patient Advice and Liaison Service (PALS).
  • To ensue complaints and informal concerns are managed in line with Trust policy to the necessary standards for quality and timeliness.
  • To identify actions and learning from complaints and patient feedback and ensure these are monitored for completion within specified timescales.
  • To provide day-to-day administrative support for the Patient Experience & Complaints Manager.
  • To assist the divisional Quality & Governance Manager with administrative tasks relating to the wider quality and governance agenda such as: ensuring incident reports are closed within trust timescales, collating information for quality improvement action plans, obtaining patient information and case-notes, collating information to support Duty of Candour requirements, supporting the risk management function as required.

Main duties of the job

  • To respond to formal and informal complaints, in line with Trust policy, to the agreed standards for quality and timeliness.
  • To facilitate the investigation of other concerns regarding the patient experience including feedback or concerns raised, for example, by PALS, MPs, NHS Ombudsman, commissioners.
  • To organise and attend complaints resolution meetings, take notes and produce accurate and succinct transcriptions.
  • To liaise with patients, complainants, clinicians and managers (internal / external), in addition to the PALS and Patient Experience teams and relevant external bodies.
  • To work collaboratively with colleagues to identify areas for quality improvement within the organisation and make recommendations to reduce risk, solve problems and review practice.
  • To assist the Complaints & Patient Experience Manager in producing regular reports to departmental and divisional management teams in relation to performance and lessons learned from complaints and patient experience information.
  • To assist in monitoring the achievement of agreed action plans and service improvements arising from complaints and feedback.
  • To administer the divisional complaints tracker, ensuring that information entered is accurate and up to date.  

Working for our organisation

This is an exciting opportunity to join the Scheduled Care Division to support the Complaints and Patient Experience Manager. The role will include investigating formal and informal complaints ensuring they are responded to in the allotted timeframe as per Trust policy. The successful candidate will also support the Divisional Quality Manager to deliver the wider quality governance agenda in relation to the management of clinical incidents, duty of candour, learning from risks and incidents to support the Trusts risk management framework.

We are looking for someone who wants to work in a team which is passionate about improving patient care and reducing patient harm. Are you that individual? Do you have excellent communication and organisational skills with an ability to work with a wide range of health care professionals? Most importantly do you have a high level of customer service, with an ability to demonstrate empathy and compassion when interacting with patients?

As Patient Experience and Governance Officer you will be educated to A’ level, or equivalent standard and have at least 1 years’ experience working in an NHS organisation. Experience of complaints and patient experience would be an advantage. An excellent working knowledge of Microsoft Office and hospitals systems would be essential.

Detailed job description and main responsibilities

Please see attached JD / PS.

Person specification

Education/ Qualifications

Essential criteria
  • • Educated to A-Level standard
  • • GCSE in English and mathematics
  • • ECDL or equivalent
Desirable criteria
  • • Degree Education
  • • Business Administration qualification


Essential criteria
  • • Excellent oral and written communication skills.
  • • Interpersonal skills at senior level.
  • • Proven analytical abilities
  • • Excellent time management and organisational skills
  • • IT literate with experience using Microsoft Office and NHS/ hospital systems
  • • Creative approach to problem solving
  • • Good team-working skills
  • • Ability to work independently
  • • Solution focused
  • • Proven ability to meet tight deadlines and deliver objectives
  • • Ability to persuade and influence others


Essential criteria
  • • A minimum of 1 year working experience of the NHS
  • • Proven organisational skills
  • • Experience of minute taking
  • • Customer service
  • • Involved in drafting complaint responses
  • • Involved in delivering the governance agenda


Essential criteria
  • • Current Trust objectives / issues
  • • Complaints procedure
  • • Change management
  • • Good working knowledge of Microsoft Office and hospital systems.
Veteran AwareNo smoking policyDisability confident employerDefence Employer Recognition Scheme (ERS) - Silver

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.

Documents to download

Apply online now

Further details / informal visits contact

Karen Mclellan
Job title
Complaints Manager
Email address
Telephone number
01253 953565
Apply online now