Job summary The post holder will support the patient experience portfolio in the coordination of the patient experience surveys across all services in the South Tees Hospitals NHS Foundation Trust. Promoting and providing support and expert advice to staff in relation to the Friends and Family Test and local / National patient experience surveys. Supporting staff to develop ad hoc surveys to elicit the patient experience for the purpose of learning and improvement. They must demonstrate an attitude which respects and values service users' and their relatives and carers. Supporting patients, carers and relatives to complete, where appropriate, surveys over the telephone or face to face. They will support the Patient Experience and Involvement portfolio working and liaising with staff across the organisation embedding and further develop the Trust's policy, strategy and procedures in relation to the patient experience. They will assist in developing means to receive feedback from patients', relative and carers and difficult to reach patient groups. They will, using feedback assist with the development of work streams to improve the patient experience and to support the patient experience steering group, patient feedback and patient partnership groups. Main duties of the job Maintain the Friends and Family Test and real time inpatient feedback through the Trust internal feedback system. Maintain the national patient experience survey program Work with senior staff in the organisation to develop action plans based on National survey feedback and monitoring Interpretation, analysis and triangulation of data for patient experience, such as National surveys. Provide reports on the feedback from the local and National surveys. Providing and receiving contentious information regarding patient care and early escalation of serious concerns identified via patient feedback. Support staff in the creation patient experience surveys. Advice and support to clinical/non-clinical staff on methods for obtaining patient feedback Analysis of patient feedback data from all sources for reporting purposes and to support improvement work Support staff in using the Trust feedback system to improve the patient experience, for example, 'You said, We did'. Support in the identification of patient and staff stories to share with Trust Board / Patient Experience Steering Group. Coordinate the Governor Drop in's Work across sites as appropriate. About us South Tees Hospitals NHS Foundation Trust offers leadership and improvement training to all new staff. This training programme has been designed to support our staff in developing their understanding of leadership and management skills. You will be expected to attend the following training sessions: Your Leadership Impact Leading Your Team to Success Service Improvement for Beginners Developing your Service Improvement Skills The leadership and improvement programme aims to: Explore leadership within the NHS Promote Trust values and behaviours Develop your leadership effectiveness and skills Equip you with the necessary knowledge and skills to lead and complete service improvements within the scope of your role. After you complete these three and a half days of training you will be able to explore further leadership and improvement training opportunities. We also offer further in-house courses and bitesize programmes through our Leadership and Improvement Team. Date posted 18 February 2025 Pay scheme Agenda for change Band Band 5 Salary £29,970 to £36,483 a year per annum Contract Permanent Working pattern Full-time Reference number 328-CP-6900910 Job locations The James Cook University Hospital Marton Road Middlesbrough TS4 3BW Job description Job responsibilities Please see the full job description and person specification document(s) attached for main responsibilities of the role. Job description Job responsibilities Please see the full job description and person specification document(s) attached for main responsibilities of the role. Person Specification Qualifications Essential Educated to degree level or equivalent demonstrable experience Knowledge Essential Understanding and interpreting data Use software databases to design tools, collate and analyse data and run reports to support patient experience activity Desirable Knowledge/experience of National and local patient experience surveys Experience Essential Dealing with difficult situations Experience of working across professional, and organisational boundaries Desirable Experience of developing questionnaires/surveys Person Specification Qualifications Essential Educated to degree level or equivalent demonstrable experience Knowledge Essential Understanding and interpreting data Use software databases to design tools, collate and analyse data and run reports to support patient experience activity Desirable Knowledge/experience of National and local patient experience surveys Experience Essential Dealing with difficult situations Experience of working across professional, and organisational boundaries Desirable Experience of developing questionnaires/surveys 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 South Tees Hospitals NHS Foundation Trust Address The James Cook University Hospital Marton Road Middlesbrough TS4 3BW Employer's website https://www.southtees.nhs.uk/ (Opens in a new tab)