Patient Experience Facilitator
The Royal Orthopaedic Hospital NHS Foundation Trust
Birmingham, B31 2AP
Salary
£32,073 to £39,043
Contract
Secondment
Hours
Not specified
Closing date
4 September 2026
2 days left
Job description
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 t...
Handling Complaints & Concerns
- Ensures that patient complaints and PALS (Patient Advice and Liaison Service) contacts are acknowledged, investigated, and resolved within policy timeframes.
- Tracking Feedback: Monitors trends in patient experience data, such as Friends and Family Test results and national surveys, to identify areas for improvement.
- Driving Service Improvement: Supports action plans based on feedback, ensuring timely follow-up and escalation of unresolved issues.
- Governance & Reporting: Attends divisional meetings, contributes to regulatory submissions (e.g. CQC), and maintains accurate records using systems like Ulysses.
- Engagement & Inclusion: Promotes involvement of diverse patient groups, supports volunteering initiatives, and helps implement strategies for engagement and equality.
please see attached JD/PS
Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
Qualifications
Essential
- Degree in Administration, Public Relations or Customer Service or equivalent level of knowledge acquired by experience
Experience
Essential
- Previous Supervisory experience
- Knowledge of the principles of Patient Experience in the NHS
- Knowledge of the Complaints and PALS processes
- Experience of planning activities to meet deadlines
Skills
Essential
- Ability to work alongside multi-disciplinary team
- Ability to recognise and reduce barriers to effective communication.
- Good verbal and written communication.
- Excellent interpersonal skills.
- Experience of working with people at all levels
How to apply
Applications are handled entirely by the employer on the original advert. We do not collect CVs, supporting statements or application data.
Provenance
Source
NHS Jobs
First seen
25 August 2026
Last checked
27 August 2026
Salary, closing date and description are taken from the employer's advert. The original advert always takes precedence.
About the employer
NHS organisation
This listing was structured from NHS Jobs. Vacancy details and the application process remain the responsibility of the original source.
Similar roles
Explore related