Patient Experience Administrator | The Queen Elizabeth Hospital King\'s Lynn NHS Foundation Trust in King's Lynn

An exciting opportunity has arisen for a confident, dynamic individual to join the Patient Experience Team to support with the day-to-day activities in the Patient Experience within Corporate Nursing. The successful candidate will be supporting the members of the team and working closely with the Patient Experience and Engagement Lead (PEEL) and the Associate Director of Patient Experience & Engagement (ADPEE) at the Queen Elizabeth Hospital.

The role will involve supporting all administrative duties that support patient experience, engaging within the trust and with patients, their families and external stakeholders. The ADPEE and the PEEL are points of contact for patients and their families to provide feedback about their care. Patient experience also coordinates the National Patient Surveys and the Family and Friends Test (FFT) to ensure the patients' voice is heard and feedback shared and acted upon if the experience has been poor.

The post holder will be responsible for maintaining all accreditation records and supporting the collection of data and evidence required for re-accreditation, in addition to providing routine administrative support to the feeder forums with these accreditations. The post holder plays a vital role in maintaining up-to-date records of all service-related contracts and ensuring that contract renewal processes are initiated in a timely manner.

Key responsibilities include:

• Providing a professional, welcoming and accessible point of contact for staff and the public within Patient Experience.
• Undertaking a wide variety of clerical duties and supporting the functions of the Patient Experience Team, including creating purchase orders for the FFT and National Surveys.
• Facilitating information sharing both within the trust and externally.
• Minute taking and discussing with the ADPEE and PEEL the compilation of Chairs assurance reports for the four patient experience Forums.
• Supporting room bookings for the patient experience team and the Chair of the Patient Panel.
• Maintaining computerised and manual filing systems, ensuring information can be retrieved easily on request.
• Using computerised databases and information systems to input, record and receive patient experience information.
• Answering telephones and receiving visitors to the department, taking messages or passing callers on to the appropriate member of staff.
• Assisting the Associate Director and the Patient Experience Lead in the organisation of meetings, including preparation and circulation of agendas and supporting documentation.
• Ensuring the provision of a full administrative support service to the Patient Experience Lead.
• Keeping track of the Purchase orders of all the contracts related to Surveys and Feedback.
• Maintaining records of all invoices and payments made to the agencies involved.
• Responding to face-to-face or telephone enquiries while maintaining confidentiality.
• Establishing and maintaining working relationships with other members of staff to ensure the efficient running of the service.
• Getting involved with events that promote the patient experience team.
• Arranging meetings, distributing papers, taking notes and updating action logs.
• Diary management and room booking.
• Assisting in routine office procedures, including the transportation of documentation, photocopying and filing.

There has never been a more exciting time to join TeamQEH. We are working on a once in a generation opportunity to build a new state-of-the-art hospital due to open in 2031/32 and we are also carrying out one of the biggest pieces of digital transformation work we have ever undertaken. Our new electronic patient record (EPR) will replace paper-based patient records from 2026 and will lead to better, safer, joined-up care at The Queen Elizabeth Hospital and beyond.

At The QEH we provide a comprehensive range of specialist, acute, obstetrics and community-based services to around 331,000 people across west and north Norfolk, North Cambs and South Lincs. We are an ambitious organisation that upholds our values of kindness, wellness and fairness. We strive for continuous quality improvement, recently demonstrated in our 2024 CQC maternity inspection rating our services as 'Good', and we are proud to be a place to learn and grow through recognised learning and apprenticeships.

We recognise and reward our 4,000 staff and volunteers, priding ourselves on a community atmosphere and positive team spirit. We have approximately 530 beds across 33 wards and have newly built education and training facilities, a range of modern award-winning centres alongside a talented team of people ready to give you a warm welcome.