Patient Experience Officer

Job summary

We are seeking a compassionate and organised Patient Experience Officer to join our Nursing, Quality and Patient Experience Directorate. This Band 3 role supports the Patient Advice and Liaison Service (PALS) and the wider Patient Experience Team in delivering high-quality, person-centred care. The successful candidate will play a vital role in gathering and responding to patient feedback, supporting engagement activities, and ensuring information is accessible and up to date.

Other duties will include:

• Providing administrative and clerical support to the Patient Experience and PALS teams.
• Engaging with patients, families, carers, and advocates to collect feedback through various channels including surveys, social media, and face-to-face interactions.
• Supporting the delivery of initiatives such as the Friends and Family Test, Patient Stories, Feel Good Friday, and The Big Thank You.

Main duties of the job

• Assisting in organising and attending engagement events across hospital, community, and primary care settings.
• Maintaining accurate records using systems such as CIVICA, Datix, WPAS, and Netcall.
• Responding to non complex concerns and enquiries
• Ensuring patient information leaflets are current, accessible, and distributed appropriately.
• Collecting, analysing, and reporting feedback from national and local surveys.
• Recording feedback and incidents on relevant systems, escalating complex cases as needed.
• Liaising professionally with internal and external stakeholders including clinicians, GPs, and service managers.
• Booking venues, meetings, and training sessions for the team.
• Ordering goods and manage resources using Oracle and ESR systems.
• Supporting safeguarding, infection control, and confidentiality protocols.
• Contributing to service improvement by sharing insights from patient feedback.
• Maintaining accurate documentation for meetings and patient interactions, ensuring compliance with legal and data protection standards.
• Providing a compassionate and empathetic service to persons wishing to raise concerns and enquirie

About us

Hywel Dda University Health Board plans and provides NHS healthcare services for people living in Carmarthenshire, Ceredigion, Pembrokeshire, and bordering counties.

We have over 13,000 staff and together we provide primary, community, in-hospital, mental health and learning disabilities services.

We work in partnership with the three local authorities, as well as public, private and third sector colleagues, including our valued team of volunteers.

Our services are provided in:

• Four main hospitals: Bronglais Hospital in Aberystwyth; Glangwili Hospital in Carmarthen; Prince Philip Hospital in Llanelli; and Withybush Hospital in Haverfordwest
• Five community hospitals: Amman Valley and Llandovery hospitals in Carmarthenshire; Tregaron Hospital in Ceredigion; and Tenby and South Pembrokeshire hospitals in Pembrokeshire
• Two integrated care centres: Aberaeron and Cardigan in Ceredigion, and several other community settings
• 47 general practices (six of which are health board managed practices); dental practices (including four orthodontic); 97 community pharmacies; 43 general ophthalmic practices; and 8 ophthalmic domiciliary providers
• Numerous mental health and learning disabilities services