Job summary
To provide an accessible and responsive Patient Experience service to staff, patients, relatives and carers, by engaging with service users and stakeholders.
To support to the Patient Experience Team by maintaining databases and internal and external websites. Providing information for reports and analysing data from local and national surveys. Liaising with the wards, clinical staff, and other corporate teams. Planning engagement sessions, assisting with the running of Customer Services Week and Patient Experience Week. Supporting the delivery of the Engagement and Involvement and Public and Patient Involvement Strategies.
Main duties of the job
Be responsible for dealing with queries that come to the Patient Experience Team inbox quickly and efficiently.
Be responsible for liaising, supporting and working with appropriate staff at all levels to provide support to the Trust Patient Experience Satisfaction Surveys and Friends and Family Test enquiries.
Ensure that the Patient Experience database log of all projects/activities is kept up-to-date and accurate.
Ensure that the Patient Experience databases, Ulysses, and CIVICA patient experience platform (or similar system) are kept up-to-date and accurate.
Manage the Patient Experience social media platforms, as directed.
Participate in the writing of MFT time articles and the Patient Services newsletter, including identifying new stories.
Assist colleagues in the development of bespoke surveys using SurveyMonkey to gain patient feedback.
Collect and collate feedback from patients regarding their experience of care at MFT.
Be the administration lead for the Patient Services Public and Involvement Group - 'Bee Involved', including developing publicity materials such as posters, leaflets and banners.
Be involved in assisting wards and departments with improvement projects to increase survey responses.
Develop administrative processes and policies to ensure the effective running of the Patient Experience Team, demonstrating compliance with data protection and legislation respecting equality and diversity.
About us
Join Manchester University NHS Foundation Trust (MFT), the largest provider of specialist services, and our Oxford Road Campus in Manchester, the largest health academic campus in Europe - a great place to shape your career.With a workforce of over 30,000 colleagues, we work together to deliver exceptional care to more than 1 million people every year.Behind every patient cared for are people like you - keeping services running smoothly, supporting clinical teams, and helping create safe, welcoming environments for patients and our people alike.At MFT, we believe in the power of teamwork, respect, and inclusion. Our People Plan reflects our commitment to making MFT a place where everyone feels they belong, where your ideas are heard, and your contribution is truly valued. Join us and work smarter with our digital technology and thrive in a collaborative culture that empowers you to deliver your best to ensure that your work behind the scenes creates seamless, high-quality care and exceptional patient outcomes. Whether you're just starting out or looking to grow, we offer clear pathways for development and a culture that supports your wellbeing, ambition, and success. Everything you do makes a real difference to the lives of others.At MFT, your role matters, your impact is real, and you're part of something bigger from day one.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form. Use of Artificial Intelligence (AI) in your applicationHere at Manchester University NHS Foundation Trust, were proud to be ALL HERE FOR YOUfor our patients, our communities, and each other.As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations. While AI tools can support spelling, grammar, or formatting, we expect that the content of your applicationespecially personal statements and responses to role-specific questionsis written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.Thank you for helping us uphold the values that make our Trust a place where people belong, grow, and thrive. We look forward to receiving your application. Diversity MattersMFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.
Job description
Job responsibilities
To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form. Use of Artificial Intelligence (AI) in your applicationHere at Manchester University NHS Foundation Trust, were proud to be ALL HERE FOR YOUfor our patients, our communities, and each other.As part of our commitment to fairness, transparency, and personal integrity, we ask all applicants to ensure that their job applications reflect their own experiences, skills, and motivations. While AI tools can support spelling, grammar, or formatting, we expect that the content of your applicationespecially personal statements and responses to role-specific questionsis written by you. This helps us get to know the real you and ensures that our recruitment process remains equitable and meaningful for everyone.Thank you for helping us uphold the values that make our Trust a place where people belong, grow, and thrive. We look forward to receiving your application. Diversity MattersMFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, please contact the manager named below.
Person Specification
Qualifications
Essential
- Diploma or equivalent qualification
- Minimum 2 years administrative experience
Knowledge
Essential
- Knowledge of the current challenges and pressures the NHS is facing
- Knowledge of the NHS Patient Experience and Engagement Agenda- both at a national and local level
Experience
Essential
- Previous experience of working within and NHS or healthcare environment
- Dealing with patients/relatives/ carers /members of the public
- Dealing with professionals at all levels
Desirable
- Experience of dealing with emotional situations
Skills
Essential
- Ability completely use and extract information from databases
- Able to demonstrate advanced use of Microsoft office skills - able to complete and maintain accurate written and database records
Desirable
Attributes
Essential
- Good organisation skills /time management skills
- Motivated, hardworking, self starter
- Confident / Good communicator
- Resilient, with ability to work to deadlines
- Ability to work alone and as part of a team
Others
Essential
- Ability to travel across MFT sites
Person Specification
Qualifications
Essential
- Diploma or equivalent qualification
- Minimum 2 years administrative experience
Knowledge
Essential
- Knowledge of the current challenges and pressures the NHS is facing
- Knowledge of the NHS Patient Experience and Engagement Agenda- both at a national and local level
Experience
Essential
- Previous experience of working within and NHS or healthcare environment
- Dealing with patients/relatives/ carers /members of the public
- Dealing with professionals at all levels
Desirable
- Experience of dealing with emotional situations
Skills
Essential
- Ability completely use and extract information from databases
- Able to demonstrate advanced use of Microsoft office skills - able to complete and maintain accurate written and database records
Desirable
Attributes
Essential
- Good organisation skills /time management skills
- Motivated, hardworking, self starter
- Confident / Good communicator
- Resilient, with ability to work to deadlines
- Ability to work alone and as part of a team
Others
Essential
- Ability to travel across MFT sites
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
Manchester University NHS Foundation Trust
Address
Oxford Road Campus, MFT Trust Headquarters (and across sites)
Oxford Road
Manchester
M13 9WL
Employer's website
https://mft.nhs.uk/careers/ (Opens in a new tab)
