Patient Experience Advisor

Overview

Driven by our Trust values: Honesty, Empathy, Ambition, Respect. The Trust\’s vision is to provide high quality care to the diverse communities we serve and to make their lives better. We are committed to an inclusive workplace that promotes and values diversity, with staff networks for cultural diversity, long term conditions and disabilities, and LGBTQIA+ communities. We welcome applications from all backgrounds and ensure fair recruitment at every stage. Flexible working options are considered for all roles within CCS, including job share, compressed hours, annualised hours, tailored patterns, and more. If you are interested in flexible working, please discuss with the recruiting manager for this vacancy. Please note that selection processes are in place to recruit candidates with the right values and skills; AI usage in applications is monitored to ensure an accurate reflection of skills.

The post holder will work within the Patient Experience Team and will contribute to the management of the Patient Advice and Liaison Service (PALS) as a member of the team. Responsibilities include providing efficient, confidential day-to-day advice and coordinating responses to service users, carers, stakeholders and others who contact the Trust; managing PALS telephone and email systems; and daily interactions with patients and the public via telephone and email with exceptional customer care skills.

Should we receive a high number of applications we reserve the right to close this vacancy at any point after 8th September 2025.

Responsibilities

• Work within the PALS team as a contact point for enquiries and complaints about the Trust; ensure all contacts and outcomes are recorded, with learning points recognised and shared.
• Provide information and arrange investigations relating to complaints; compile documents to support investigations and draft letters from investigators’ findings to respond to complainants; ensure language is appropriate and communicates findings clearly.
• Support reporting of patient experience information and data analysis of themes and trends from surveys and complaints; maintain systems and processes to provide timely, high-quality responses.
• Provide general project and administration support for the Patient Experience Team, including patient survey design, data input, and development of related processes.
• Lead on updating Patient Experience information pages on the Trust’s intranet and public website; provide cover for other team members during short absences.

Communication

1. Receive calls from service users, carers and representatives sensitively and confidentially; raise serious concerns as required with safeguarding leads or senior managers.
2. Communicate effectively with internal departments and external organisations; contribute to the production and analysis of reports for the Board and Senior Management Team by recording complaints and PALS data in Trust IT systems.
3. Develop awareness of local NHS Trusts and stakeholders and implement engagement and communication methods with third parties, verbally and in writing.

People and Governance

1. Support Trust staff on patient experience databases (Datix/IQVIA) through demonstrations and procedures; maintain professional development and participate in appraisal and KSF process.
2. Maintain confidentiality and data protection compliance; ensure data handling aligns with Information Governance, Information Security policies, risk assessment and management processes, infection control policies, and safeguarding audits as required.
3. Participate in emergency preparedness processes and provide information to patients and families on service standards; undertake mandatory training and any role-relevant training.
4. Organise, prioritise and manage own workload to meet deadlines; contribute to patient experience and quality reports, including data analysis of themes and trends; provide administration and project support for the Patient Experience Team.

Additional Information

On 1 April 2025, Cambridgeshire Community Services NHS Trust and Norfolk Community Health and Care NHS Trust joined to operate under a group model with a single board. The post is based with Cambridgeshire Community Services NHS Trust until further notice. The Trust adheres to safe recruitment checks (pre-employment) which may include a DBS check. For roles requiring driving, driving licence validation via the DVLA may be requested. All correspondence will be via the email address provided in your application. If you are not invited to interview within two weeks of the closing date, please monitor current vacancies for suitable roles.