Patient Experience Administrator
Department: Patient and Family Experience
Band 2 - £23,615 per annum
Hours: 37.5 per week, all MKUH roles will be considered for flexible working
We currently have an exciting opportunity for a Patient Experience Administrator to fulfil a full-time position at Milton Keynes University Hospital on a permanent basis.
We are looking to recruit a passionate individual to join our team. They will support the day to day delivery of an administration service to the Patient Experience and the Complaints and PALS Team, with a focus on supporting feedback mechanisms within the hospital.
'We care We communicate We collaborate We contribute'
Interview date: 29th January 2025
The post holder will be working in the Patient and Family Experience Team. They will support the day to day delivery of an administration service to the Patient Experience and the Complaints and PALS Team, with a focus on supporting feedback mechanisms within the hospital.
'Administrative and Clerical colleagues experience a highly compassionate and inclusive work environment at MKUH, scoring 7.56 out of 10.' (NHS Staff Survey 2023).
You can expect a warm welcome at Milton Keynes University Hospital, our staff are friendly and welcoming. We listen to each other and work together to embed our Trusts values and behaviours. At MKUH we appreciate our staff and reward them with an outstanding benefits package including:
• Free on-site parking
• Free tea and coffee
• Great flexible working opportunities
• Discounted gym membership
• Lease car scheme
• Generous annual leave and pension scheme
• On site nursery (chargeable)
• Extensive staff health and well-being programme
Milton Keynes University Hospital NHS Foundation Trust, in partnership with the University of Buckingham, is a University Teaching Hospital; we conduct research and teaching on site to improve the care of our patients. The hospital is undergoing significant investment, and we are proud to be rated good by the CQC. Visit our website to catch up on our latest news.
To provide a comprehensive administration service to the team, receiving and handling complex and sensitive information, producing correspondence, photocopying, emailing, and taking telephone messages into the office.
To support the Patient Experience Team with administrative duties relating to the management of the Friends and Family Test (FFT) process, main task is inputting the paper FFT forms onto an Excel spreadsheet.
To support the collection of completed FFT forms and the distribution and stock levels of FFT information.
Responsibility for ordering and maintaining stationary/equipment requirements using the Trust’s electronic ordering system
To produce monthly posters by breaking down FFT response figures and ad hoc information requests showcasing FFT results
Input information received from compliments to a dedicated Excel spreadsheet.
To support the Complaints and PALS team with parts of the process to ensure there are accurate and detailed records on all complaints and concerns on Radar, the Trust’s complaint’s database.
Support Complaints Team to arrange meetings by liaising with staff and patients to agree suitable dates and times
To provide efficient customer focused service to staff that visit or contact the department dealing with enquiries promptly taking action as necessary and directing accordingly.
Participate proactively in projects and service improvements for patient experience.
To maintain constructive relationships with others within and across the Trust and externally in order to improve the effectiveness and efficiency of the service.
Please refer to Job Description for further details
We believe success lies in the diversity of our employees and are committed to promoting equality, encouraging diversity and embracing inclusion. We welcome applications from everyone interested in working for us.
MKUH is committed to equal opportunities and improving the working lives of our staff and as such we offer a range of flexible working practices.
We reserve the right to expire vacancies prior to the advertised closing date once a sufficient number of applications have been received.
MKUH uses identification scanning technology to confirm the authenticity of documents; all prospective employees of MKUH will have their original documents verified using this technology.
By applying for this role, you accept if successful, that information from your application will be transferred into the national NHS Electronic Staff Record (ESR) system. Your personal data may be transferred from the Trust to another NHS organisation where your employment transfers within the NHS. This is in accordance with the streamlining programme which aims at saving you time and improving efficiencies within the NHS when your employment transfers.
Upon commencing employment with the Trust, all employees (except Medical & Dental Staff on national terms and conditions) are subject to a probationary period lasting a period of six months with an option to extend for a further six months to a total of 12 months.
This advert closes on Tuesday 21 Jan 2025