Patient Experience Administrator

We are an award winning organisation providing care at two main hospital sites- Chelsea and Westminster Hospital and West Middlesex University Hospital- and a number of community-based services across London, such as sexual health and HIV clinics.

With 6,700 members of staff, we are proud to care for a diverse population of one million people. We are committed to ensuring that our workforce is just as diverse with a strong mix of skills and abilities.

Our staff are at the very heart of our organisation and we recognise the valuable contribution that each and every person working at the Trust makes. One of our Trust priorities is to be an employer of choice- a place where people want to start their career and to grow with us through continued education, professional development and support .

We are seeking a proactive and organised Patient Experience Administrator to provide administrative support across the Patient Experience portfolio, including PALS, complaints, patient engagement, volunteering and governance activities. The post holder will play a key role in ensuring the efficient delivery of services and will work closely with colleagues across the Trust to support an excellent patient experience.

Main duties of the job

The Patient Experience Administrator will provide comprehensive administrative support across the Patient Experience portfolio, working flexibly to support service priorities and areas of greatest demand. This includes supporting the administration of PALS and complaints services, coordinating correspondence and records, arranging meetings, preparing documentation and maintaining accurate databases.

The post holder will also support patient engagement activities and volunteer services, including volunteer recruitment and onboarding processes. Working closely with colleagues across the Trust, they will help ensure the efficient delivery of patient experience services and contribute to providing a positive experience for patients, families, volunteers and staff.

Working for our organisation

Our Trust is one of England's top-performing and safest trusts. We operate two main acute hospital sites- Chelsea and Westminster Hospital and West Middlesex University Hospital- along with award-winning clinics across North West London.

Our nearly 7,500 staff care for a diverse population of 1.5m, providing full clinical services including maternity, A&E and children’s services, plus specialist HIV and sexual health care. The CQC rates us Good in safety, effectiveness, care and responsiveness, and Outstanding in leadership and resource use.

We continually invest in our facilities, including a £30m expansion of critical care at Chelsea and an £80m Ambulatory Diagnostic Centre at West Mid.

We are delivering sustainable healthcare through our Green Plan. In line with Greener NHS ambitions, we aim for net zero carbon emissions by 2045. Achieving this requires collective effort. We encourage staff to reduce their impact on carbon, waste and pollution wherever possible. Every action counts to create a healthier, more sustainable future.

We are committed to equal opportunities and believe diversity drives innovation and excellence. We welcome applications from the global majority, veterans and underrepresented communities, valuing the perspectives they bring.

Employment is subject to a six-month probation. Some roles may require weekend shifts at multiple sites.

Detailed job description and main responsibilities

• Provide comprehensive administrative support across the Patient Experience and Engagement portfolio.
• Support the Patient Experience Lead, Deputy Lead and wider team with administrative tasks and service priorities.
• Manage correspondence, emails, telephone enquiries and routine communications, redirecting matters as appropriate.
• Arrange meetings, prepare agendas, distribute papers, take minutes and monitor actions.
• Maintain accurate electronic and paper records, databases and filing systems.
• Assist with the preparation of reports, presentations and other documentation.
• Provide administrative support for complaints, PALS, patient engagement activities, volunteer services, committees, chaplaincy and other patient experience functions as required.
• Input, maintain and retrieve information from departmental systems and spreadsheets, ensuring accuracy and confidentiality.
• Support the organisation of events, meetings, patient engagement activities and volunteer-related initiatives.
• Work flexibly across the Patient Experience and Engagement portfolio to meet changing service needs and priorities.
• Liaise professionally with patients, carers, volunteers, staff and external stakeholders.
• Ensure compliance with Trust policies, information governance requirements and data protection legislation.
• Undertake any other duties commensurate with the grade of the post.

Person specification

Essential and desirable

• Previous administrative experience in an office or customer-facing environment
• Experience of organising and prioritising a varied workload
• Good verbal and written communication skills
• Good IT skills, including Microsoft Office applications and electronic systems
• Ability to maintain accurate records, manage confidential information and work effectively as part of a team
• Experience working within the NHS or healthcare environment
• Experience arranging meetings, taking minutes and maintaining records and databases
• Knowledge of patient experience, complaints handling, PALS, chaplaincy or volunteer services

Employer certification / accreditation badges

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.

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