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- Tasks: Support patient experience and quality improvement initiatives in a dynamic NHS 111 team.
- Company: Join DHU Healthcare, a values-led organisation dedicated to excellent patient care.
- Benefits: Enjoy a permanent role with opportunities for professional growth and development.
- Why this job: Make a real impact on patient journeys while working in a supportive environment.
- Qualifications: 2 years' NHS 111 experience and current NHS Pathways Trainer status required.
- Other info: Internal applicants only; submit a cover letter to be considered.
The predicted salary is between 36000 - 60000 £ per year.
Internal Opportunity: Patient Experience Facilitator (NHS 111)
A fantastic opportunity has opened exclusively for our DHU Healthcare colleagues to further develop their career within our NHS 111 Continuous Quality Improvement (CQI) team. If you\’re passionate about delivering excellent patient care, continuously improving services, and working within a supportive, values-led environment we would love to hear from you.
This is your chance to take on a meaningful role where you\’ll directly support patient experience and quality improvement initiatives, while contributing to the development of our services and the colleagues around you.
Location: Derby (Orbis) with occasional travel to other sites
Hours: 37.5 per week
Contract Type: Permanent
Eligibility: Internal applicants only
About The Role
As a Patient Experience Facilitator within NHS 111, you will work as part of the Continuous Quality Improvement team to lead and support investigations, complaints handling, incident reviews, and patient feedback initiatives. You\’ll help embed a culture of continuous learning, supporting operational teams through audits, coaching, and improvement projects that directly impact the patient journey.
Key Responsibilities Include
- Supporting the management and investigation of complaints, incidents, and patient experience reports, providing expert advice and producing detailed reports
- Leading and facilitating Datix investigations and supporting managers in statements, supervision, and shared learning
- Delivering audit sessions and contributing to patient journey reviews to help drive tangible service improvements
- Acting as a subject matter expert in NHS Pathways, Adastra, and Directory of Services (DOS)
- Championing a culture of continuous improvement and ensuring that patient feedback is at the centre of decision making
What we\’re looking for:
Essential Criteria
- A minimum of 2 years\’ experience working within the NHS 111 service
- Current or recent NHS Pathways Trainer status (minimum of 6 months)
- Proven operational knowledge of NHS Pathways, Adastra, and Directory of Services (DOS)
- Experience in facilitating and delivering audit and learning sessions
- Excellent verbal and written communication skills with a professional, approachable manner
- Strong organisation, prioritisation and time management skills, with the ability to manage competing priorities
- A genuine passion for quality improvement and embedding the DHU CARE values in everyday practice
Application and shortlisting process:
To be considered for shortlisting, you must submit a cover letter clearly demonstrating how you meet the essential criteria outlined in the person specification within the job description. Applications without a cover letter addressing these points will not be shortlisted.
This is a valued internal development opportunity and we encourage applications from those committed to improving patient experiences and service delivery within NHS 111.
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Patient Experience Facilitator employer: DHU Healthcare
Contact Detail:
DHU Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Experience Facilitator
✨Tip Number 1
Familiarise yourself with the NHS Pathways, Adastra, and Directory of Services (DOS) systems. Being well-versed in these tools will not only boost your confidence during discussions but also demonstrate your commitment to the role.
✨Tip Number 2
Engage with current Patient Experience Facilitators or colleagues within the Continuous Quality Improvement team. They can provide valuable insights into the role and share their experiences, which can help you tailor your approach when discussing your passion for patient care.
✨Tip Number 3
Prepare to discuss specific examples of how you've contributed to quality improvement initiatives in your previous roles. Highlighting tangible outcomes from your efforts will showcase your ability to drive change and improve patient experiences.
✨Tip Number 4
Showcase your understanding of the DHU CARE values in your conversations. Reflect on how these values align with your personal beliefs and experiences, as this will resonate well with the hiring team and demonstrate your fit within the organisation.
We think you need these skills to ace Patient Experience Facilitator
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Patient Experience Facilitator position. Understand the key responsibilities and essential criteria so you can tailor your application accordingly.
Craft a Compelling Cover Letter: Your cover letter is crucial. Clearly demonstrate how your experience aligns with the essential criteria outlined in the job description. Use specific examples from your past work to illustrate your skills and passion for quality improvement.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience within the NHS 111 service, particularly any roles that involved complaints handling, audits, or patient feedback initiatives. This will show your suitability for the role.
Proofread Your Application: Before submitting, take the time to proofread your application. Check for spelling and grammatical errors, and ensure that your documents are clear and professional. A polished application reflects your attention to detail.
How to prepare for a job interview at DHU Healthcare
✨Show Your Passion for Patient Care
Make sure to express your genuine passion for delivering excellent patient care during the interview. Share specific examples from your experience that highlight your commitment to improving patient experiences and how you've contributed to quality improvement initiatives in the past.
✨Demonstrate Your Knowledge of NHS Pathways
As a Patient Experience Facilitator, you'll need to be well-versed in NHS Pathways, Adastra, and Directory of Services (DOS). Prepare to discuss your operational knowledge and any relevant training you've completed, as well as how you can apply this expertise to support investigations and audits.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints or incidents. Think about past situations where you've successfully managed similar challenges and be ready to explain your thought process and the outcomes.
✨Highlight Your Communication Skills
Excellent verbal and written communication skills are essential for this role. Be prepared to showcase your ability to communicate effectively with colleagues and patients alike. Consider sharing examples of how you've facilitated learning sessions or provided expert advice in previous roles.
