About this role
Job summary
We are looking for a dynamic, empathetic, and highly organised individual to join our Patient Experience Team as a Facilitator on a fixed-term basis to cover maternity leave. This pivotal role ensures that patients, families, and carers feel heard, supported, and empowered throughout their healthcare journey.
As Patient Experience Facilitator, you will lead the coordination of complaints and PALS enquiries, ensuring they are managed with compassion and resolved within agreed timeframes. You will contribute to key patient experience initiatives, oversee statutory surveys such as the Friends and Family Test, and help drive service improvements informed by patient feedback.
Working collaboratively with clinical teams, senior leaders, and external partners, you will ensure that patient insights are translated into meaningful action. The role also includes data management, governance reporting, and representing the patient voice at divisional meetings.This is a rewarding opportunity to influence how care is delivered across the Trust. If you are passionate about patient-centred care, thrive in a fast-paced environment, and excel in communication and coordination, we encourage you to apply.
Main duties of the job
o Handling Complaints & Concerns: Ensures that patient complaints and PALS (Patient Advice and Liaison Service) contacts are acknowledged, investigated, and resolved within policy timeframes.o Tracking Feedback: Monitors trends in patient experience data, such as Friends and Family Test results and national surveys, to identify areas for improvement.o Driving Service Improvement: Supports action plans based on feedback, ensuring timely follow-up and escalation of unresolved issues.o Governance & Reporting: Attends divisional meetings, contributes to regulatory submissions (e.g. CQC), and maintains accurate records using systems like Ulysses.o Engagement & Inclusion: Promotes involvement of diverse patient groups, supports volunteering initiatives, and helps implement strategies for engagement and equality.
About us
The Royal Orthopaedic Hospital NHS Foundation Trust is one of the largest specialist orthopaedic units in Europe. We offer planned orthopaedic surgery to people locally, nationally and internationally.
Our Trust is a very special hospital; big enough to deliver world class services and small enough to offer exceptional patient and staff experience. We offer a working experience unique in the West Midlands and we're always on the lookout for passionate people to join our award-winning team.
The ROH is an equal opportunities employer. We employ people of difference and are committed to growing an inclusive culture, where difference is celebrated, and people feel able to bring their whole and authentic self to work.
We are a Disability Confident Leader and offer a range of inclusive, family friendly and flexible working arrangements and policies, to support our people in the workplace. Flexible working requests will be considered.
The Trust is committed to the Disability Confident Interview Scheme and will offer an interview to disabled applicants who meet the minimum criteria for a vacancy and consider them on their abilities.
If you have a disability and need any support with your application or require any reasonable adjustments to be implemented please do get in touch with the Recruiting Manager for this position so that the team can support you.
Job description Job responsibilities
please see attached JD/PS
Please note that this job vacancy may close before the advertised closing date if a sufficient number of applications are received. To ensure your application is considered and to avoid disappointment, we advise submitting your application as soon as possible.
Person Specification
Qualifications Essential
oDegree in Administration, Public Relations or Customer Service or equivalent level of knowledge acquired by experience
Experience Essential
oPrevious Supervisory experience oKnowledge of the principles of Patient Experience in the NHS oKnowledge of the Complaints and PALS processes oExperience of planning activities to meet deadlines
Skills Essential
oAbility to work alongside multi-disciplinary team oAbility to recognise and reduce barriers to effective communication. oGood verbal and written communication. oExcellent interpersonal skills. oExperience of working with people at all levels
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name The Royal Orthopaedic Hospital NHS Foundation Trust
Address Royal Orthopaedic Hospital
Bristol Rd South
Birmingham
B31 2AP
United Kingdom
Employer's website https://www.roh.nhs.uk/ (Opens in a new tab)