Patient Experience Team Officer
The closing date is 26 February 2026
Job summary
We are looking for a dedicated individual to join our Patient Experience Team, working closely with the Patient Experience Coordinator and Manager to deliver the Trust's Making Experiences Count (MEC) policy and support incident administration in line with the Risk Management Strategy. This role involves direct interaction with patients, families, healthcare professionals, and contractors via face-to-face, telephone, and email, ensuring feedback is managed appropriately and confidentially. You will assist the Bereavement Officer in supporting bereaved families, liaise with the Clinical Effectiveness Team to ensure learning from feedback, and collaborate with departments across the Trust to capture and report all patient experience data. Strong communication skills and the ability to handle sensitive issues with empathy and professionalism are essential.
Main duties of the job
- Ability to communicate clearly and empathetically with patients, families, and healthcare professionals via phone, email, and face-to-face.
- Build constructive relationships across departments and with external stakeholders.
- Prioritise tasks effectively and manage multiple responsibilities in a busy environment.
- Ensure accuracy when handling sensitive feedback, complaints, and incident data.
- Handle sensitive and emotional issues with professionalism and maintain strict confidentiality.
- Support action plans and ensure learning from feedback is implemented.
- Competent in Microsoft Office and able to use Trust systems for data entry and reporting.
- Supporting bereaved families and dealing with sensitive situations.
- Work collaboratively with Patient Experience, Bereavement, and Clinical Effectiveness teams.
- Understanding of complaints handling, patient experience frameworks, and risk management principles.
About us
Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.
At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you!
We offer colleagues:
- A supportive culture so colleagues can bring their whole selves to work.
- Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
- Employee Support and wellbeing - we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast-track Physiotherapy service.
Please note:
- Due to high levels of interest, posts may close early if we reach a sufficient number of applications
- Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
- Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.
- All job offers are subject to satisfactory pre-employment checks.
Details
Date posted
12 February 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£27,485 to £30,162 a year per annum pro rata
Contract
Permanent
Working pattern
Full-time
Reference number
421-CORP-3652R
Job locations
Harrogate District Hospital
Lancaster Park Road
Harrogate
HG2 7SX
Employer details
Employer name
Harrogate and District NHS Foundation Trust
Address
Harrogate District Hospital
Lancaster Park Road
Harrogate
HG2 7SX
Employer's website
https://www.hdft.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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