Thank you for your interest in joining us at Cornwall Partnership NHS Foundation Trust.
We pride ourselves in striving to be an employer of choice.
Job overview
We have an exciting opportunity for a Patient Experience Officer to join our Patient Experience Team.
In this role, you will work collaboratively with colleagues across the Trust to drive improvements in both patient and staff experience, including developing and delivering effective patient communication plans. You will analyse patient feedback and data to identify key themes and opportunities for improvement, and support the development and implementation of action plans to address these.
You will act as a neutral and supportive presence in sensitive care concerns, listening with empathy, building trust and confidence, and maintaining a high level of professionalism at all times.
This job is currently only open to people who already work for the NHS in Cornwall or the Isles of Scilly. We are committed to supporting our dedicated staff, so only current employees of the following organisations can apply:
- Cornwall Foundation Trust
- Royal Cornwall Hospitals NHS Trust
- Cornwall and Isles of Scilly Integrated Care Board
If you do not currently work for one of these NHS organisations, your application will not be considered at this time.
Main duties of the job
- Incorporate a mix of face‑to‑face patient contact with patients and carers, and manage a range of initiatives to ensure service users are involved and heard.
- Enable service users and carers to provide feedback effectively at different points in their journey, ensuring they are aware of how the Trust is responding.
- Analyse feedback and identify potential areas for service improvement that would improve Patient Experience.
- Co‑produce and co‑design services with patients and carers.
- Use a range of mechanisms to listen to, involve, and empower patients, carers, and relatives to improve patient experience.
- Participate in raising awareness of Patient Experience among staff, patients, and the public.
- Maintain and coordinate the Trust’s Patient Experience feedback systems, including production, collection, and reporting of all forms of feedback.
- Contribute towards regular reports to the relevant divisional leads on Patient Experience data.
- Manage data collection, collation, analysis, and reporting functions.
Working for our organisation
We’re an NHS community and mental health provider Trust based in Cornwall and the Isles of Scilly. We deliver community and hospital-based care to improve people’s physical and mental health, and we also provide specialist support to people with dementia or a learning disability.
We are a people organisation and people matter to us. As part of the team, you’ll help support the health and wellbeing of the people who live and visit this beautiful part of the UK.
Over 4,000 people make up the Trust, including doctors, nurses, therapists, and support staff.
We work in people’s homes, community clinics, and bases. Some staff work from one of our 13 community hospitals. Our aspiration is to be great – great people, great care, great place to work, and great partner.
Person specification
Education / Qualifications and Relevant Experience
- Degree level or equivalent. Knowledge of patient experience, complaints, and procedures.
- Knowledge of NHS patient experience framework, CQC, complaints procedures, data protection, legislation, clinical governance and Trust policies and procedures.
- Well‑developed IT and keyboard skills that demonstrate high quality communication across multiple platforms.
- Demonstrated experience in dealing with patients and members of the public.
- Experience of using feedback to improve services.
- Experience of leading change projects.
Knowledge and abilities
- Able to work across all Trust sites, providing a patient experience liaison service and being visual in inpatient/outpatient areas.
Disclosure and Barring Service Check
As the postholder will have access to vulnerable people during normal duties, a DBS check will be required.
Benefits and rewards
- Suite of health and wellbeing initiatives to support our colleagues’ physical and mental health.
- Free access to individual HARP portfolios to support revalidation for nursing staff.
- Free DBS checks where required.
- Discounts available from retailers, UK hotels and main attractions.
- Salary sacrifice car scheme.
- Cycle to work scheme.
- Trust reimburses all application costs for staff eligible to apply for EU settlement status.
If the Trust reserves the right to close this advert once a sufficient number of applications have been submitted, it is encouraged that you complete the application at your earliest convenience.
Contact: Recruitment team 01208 834644.
We do not accept any communication from recruitment agencies at the current time.
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