Job summary
The Newcastle upon Tyne Hospitals has a unique and exciting opportunity to work as part of the Patient and Staff Experience Team. This is a new flagship programme for the Trust that has been supported by our Charity. We are keen to recruit Patient Experience Feedback Facilitators to work flexibly for a fixed term period. This role will play a key role in supporting the Trust's commitment to listen to patients, families, and staff and act on their feedback.
As a Patient Experience Feedback Facilitator, you will visit wards daily to talk to patients about the quality of care and treatment they are experiencing. You will be trained to use an approved questionnaire and have kind and caring conversations with patients whilst they are still in our care. With excellent listening skills you will accurately record information that our teams need to help them continuously improve.
If you are committed to the NHS, are good at organising your time and like working with people from a variety of backgrounds, then this may be the job for you.
- Interview Date Wednesday 28 May 2025
- Full & Part Time Hours/Week
- You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.
NO AGENCIES PLEASE
Main duties of the job
As Patient Experience Feedback Facilitator you will have daily contact with both patients, families and staff, listening to their personal experiences of how it feels like to be cared for in Newcastle Hospitals.
You will have a diverse range of wards to visits, which will care for people of all ages and backgrounds. Being able to adapt to individual communication needs will be key to having valuable conversations to truly understand our patients' experiences of being in hospital.
The feedback from patients is provided to wards in a timely manner, therefore being highly motivated, flexibility and being able to manage your own workloads will help you be successful in this role.
There may also be the opportunity to be involved with the work of the wider team which includes complaints, equality diversity and inclusion, patient information, interpretation and translation and staff experience, which will offer you a greater knowledge set and development of new skills.
About us
Our staff oversee over 6,500 patient contacts every day, delivering high standards of healthcare from the following sites:
o Freeman Hospital
o Royal Victoria Infirmary (RVI)
o Health Innovation Neighbourhood (on the former Newcastle General Hospital and Centre for Ageing and Vitality site)
o Newcastle Dental Hospital
o Newcastle Fertility Centre
o Northern Centre for Cancer Care, North Cumbria
o Northern Genetics Service
o Cramlington Manor Walks
These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.
We also have offices at Regent Point in Gosforth and community sites.
Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.
For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust
Job description
Job responsibilities
- Liaise with Ward Managers to arrange appropriate times to visit wards to speak with patients and carers
- Organise your own working day to visit wards to speak to patients and collate their feedback
- To record patient feedback accurately on the templates provided
- To report the feedback on the required software/spreadsheets in an accurate and timely manner as a resource and advisor to Trust staff in respect to collating patient experience data and the process which is agreed to do this within this programme of work
- To escalate any immediate concerns to the person in charge of the ward
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first months pay.
Job description
Job responsibilities
- Liaise with Ward Managers to arrange appropriate times to visit wards to speak with patients and carers
- Organise your own working day to visit wards to speak to patients and collate their feedback
- To record patient feedback accurately on the templates provided
- To report the feedback on the required software/spreadsheets in an accurate and timely manner as a resource and advisor to Trust staff in respect to collating patient experience data and the process which is agreed to do this within this programme of work
- To escalate any immediate concerns to the person in charge of the ward
As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of payment is a salary deduction from your first months pay.
Person Specification
Qualifications & Education
Essential
- NVQ level 3 or equivalent qualification plus theoretical knowledge of patient, carer and public involvement in the NHS, including practical experience in the use of various user involvement methodologies, such as face to face surveys, group work.
- Good standard of English grammar, punctuation and spelling, at GCSE grade C or above
Knowledge & Experience
Essential
- Experience of managing emotive and sensitive information and discussions
- Experience of working to own initiative
Desirable
- Previous NHS experience/ knowledge of NHS structure/roles
- Familiarity with medical terminology
- Experience of working as part of a team
Skills & Abilities
Essential
- IT skills to include Microsoft Word, Excel, PowerPoint and Outlook
- Accurate data entry skills
- Good interpersonal and communication skills
- Ability to work to strict deadlines
- Ability to liaise and discuss sensitive issues with patients' senior clinicians and managers
Person Specification
Qualifications & Education
Essential
- NVQ level 3 or equivalent qualification plus theoretical knowledge of patient, carer and public involvement in the NHS, including practical experience in the use of various user involvement methodologies, such as face to face surveys, group work.
- Good standard of English grammar, punctuation and spelling, at GCSE grade C or above
Knowledge & Experience
Essential
- Experience of managing emotive and sensitive information and discussions
- Experience of working to own initiative
Desirable
- Previous NHS experience/ knowledge of NHS structure/roles
- Familiarity with medical terminology
- Experience of working as part of a team
Skills & Abilities
Essential
- IT skills to include Microsoft Word, Excel, PowerPoint and Outlook
- Accurate data entry skills
- Good interpersonal and communication skills
- Ability to work to strict deadlines
- Ability to liaise and discuss sensitive issues with patients' senior clinicians and managers
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
