People’s Experience Officer

We are seeking to appoint a People’s Experience Service (PES) Officer to join the People’s Experience Team. Based in Ysbyty Gwynedd, you will work flexibly to provide service support to deliver on the NHS Wales People’s Experience Framework (2025) across the Health Board.

Responsibilities

• Participate in the coordination and delivery of engagement and communication activities as defined in the PES Officer job role.
• Attend primary, secondary and community settings across the Health Board to engage with patients, carers and staff and lead on the delivery of capturing feedback through various methods, including Care2Share interviews and storytelling, to ensure people can provide feedback or share concerns regarding their health care experiences.
• Report to the People’s Experience Manager and work closely with the People’s Enquiry Resolution Service / Complaints team to ensure that feedback is welcomed and acted on as part of the everyday business of the Health Board.
• Support the delivery of the People’s Experience Strategy to ensure that patients, carers and relatives are given every opportunity to provide feedback on their experience to support service learning and improvement.
• Work in collaboration with services on improvement actions and priority projects as identified in local service area action plans and outlined in the NHS Wales People’s Experience Framework (2025).
• Actively network, build and maintain good relationships with management teams, clinical staff and non‑clinical staff across the Health Board, including partner organisations and the third sector.
• Represent the People’s Experience Team at key internal and external meetings.
• Work closely with services to provide feedback on what matters to our patients, carers and relatives and work with them to improve and shape services accordingly to improve overall experiences.
• Use tact and persuasion skills to communicate sensitive or contentious information to Health Board staff and key stakeholders.
• Design communication materials including information leaflets, presentations and reports for internal and external use.
• Establish systems and processes to effectively manage and record all activity with services, patients, carers or relatives to ensure that this can be used in a format to report against.

Qualifications

• Education: degree level or equivalent experience.
• Experience dealing with patients, carers or members of the public in difficult or challenging situations.
• Enthusiastic, self‑motivated, sensitive and tactful.

We are committed to promoting equality and diversity, and are proud to welcome applicants under the ‘Disability Confident Employer’ scheme.

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