Patient Experience AdvisorNHS

Job summary

About the RoleWe are looking for a compassionate and detail-orientedPatient Experience Advisor to join our team. This role is central to ensuring that patients, families, and carers receive a positive experience when raising concerns or complaints about their care. You will act as the first point of contact for individuals who wish to provide feedback, ensuring that all complaints are handled professionally, promptly, and in line with the Parliamentary Health Service Ombudsman complaint handling standards.

Main duties of the job

Key Responsibilities

• Manage and respond to patient complaints and concerns in accordance with NHS Complaints Regulations.
• Provide clear, empathetic communication to patients and families throughout the complaints process.
• Liaise with clinical and non-clinical teams to support investigations and resolve issues effectively.
• Maintain accurate records and produce reports to support service improvement.
• Promote a culture of openness, learning, and continuous improvement across the Trust.

About You

• Excellent communication and interpersonal skills with a strong sense of empathy.
• Ability to remain calm and professional in challenging situations.
• Strong organisational skills and attention to detail.
• Experience in complaints handling or patient experience within a healthcare setting is desirable.
• Knowledge of NHS policies and the Duty of Candour is an advantage.

Job description

As the Patient Experience Advisor, the post holder will promote a culture of excellence in service user experience as the first point of contact for patients and service user, or their representatives, seeking advice and information or to raise concerns or provide feedback.

They are responsible for handling PALS queries and complaints and ensuring these are properly managed and resolved.

Working with staff and patients, they will identify improvements and monitor the implementation of any actions to be taken to improve patient outcomes, whilst supporting the delivery targets within the Patient Experience Strategy.

They will support service user surveys and feedback questionnaires and other appropriate methods of gaining feedback.

The post holder will be required to escalate any significant areas of concern or risk to the Patient Experience Lead in a timely manner.

About us

We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.

Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.

Why work for us?o Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeingo Varied environments: community hospitals, patients' homes, and bases across Sussexo Flexible working options: part-time, flexi-time, annualised hours, and flexi-retiremento Excellent training, development, and research opportunitieso Accredited Living Wage Employer, we ensure fair pay for all our staffo Cost-effective workplace nurseries in Crawley, Hove, and Brightono Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networkso Level 3 Disability Confident Leader and Veteran Aware Trust

Our values--Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence--guide everything we do.

We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.

This post may close early if sufficient applications are received.