Job Summary
We're recruiting a Patient Experience Officer to join our Engagement and Experience Team at Sheffield Health Partnership University (SHPU) NHS Foundation Trust. This is a pivotal role at the heart of our services, strengthening communication between clinical teams, patients, families and carers. You'll create safe, open and honest spaces for people to share their experiences, ensuring they feel heard, respected, valued and supported.
The role plays a key part in resolving low-level concerns at an early stage, turning feedback into meaningful learning and improvement for services and the Trust as a whole. You'll work closely with clinical and corporate colleagues to influence positive change and improve care delivery.
With a strong focus on inclusion, this role actively engages with people and communities who experience inequality, discrimination or barriers to accessing mental health services. It you're passionate about listening, advocating for others and using lived experience to shape better care, SHPU offers the opportunity to make a genuine and lasting impact.
Main duties of the job
The Patient Experience Officer plays a vital role in ensuring the voices of people who use our services, and those of their families, and carers, are heard, understood and acted upon. The post holder will maintain a proactive on-site presence across inpatient and community services, spending the equivalent of four days per week embedded within services. The role is predominantly face-to-face, building visibility, trust and strong working relationships with service users and clinical teams.
You will engage with people who use services to support them to share their experiences and concerns in a safe and supportive way. This includes listening to feedback, identifying themes and resolving non-clinical issues at an early stage where possible. You will also act as a liaison between service users, carers, advocacy services and wider Trust teams to support timely and effective resolution.
The role requires the ability to communicate sensitive and sometimes contentious information with empathy, tact and professionalism, while maintaining a calm and diplomatic approach. You will work confidently and independently across a range of settings, with strong verbal and written communication skills and the ability to communicate effectively at all levels.
You will be comfortable using IT systems, including Microsoft Office, and committed to ongoing development through supervision, training and reflective practice, working in line with organisational policies, procedures and values.
About Us
We are passionate about providing the very best care to the people we support, and we're looking for amazing people who share this passion to join us.
What is it that makes our Trust such a special place to work? Well, it's all about the people. Our staff, service users, carers and families all come from such diverse backgrounds and all have expertise and stories to share.
It's important that you feel supported in your role, that the people who you work with are as passionate as you are and that your health and wellbeing is taken care of
If you're interested in developing your career, you'll have access to a range of training and education opportunities, including apprenticeships, work experience and placements, as well as the chance to get involved in research.
We are all very proud of the difference we make to people's lives each and every day and if that's something that you'd like to be part of we'd love to have you with us.
Details
Date posted
10 February 2026
Pay scheme
Agenda for change
Band
Band 4
Salary
£27,485 to £30,162 a year pa
Contract
Permanent
Working pattern
Full-time
Reference number
Job locations
Distington House North
Atlas Way
Sheffield
S4 7QQ
Job Description
Job responsibilities
The Postholder Will:
Maintain a consistent, proactive on-site presence across inpatient and community services delivering most of the role face-to-face and being present within services for the equivalent of four working days per week, engaging with people who use services and supporting clinical teams to better understand lived experience.
Be required to complete and maintain Respect Level 1 training as a minimum which will be provided by the Trust.
Have responsibility for ensuring teams and services are embedding and responding to feedback through care opinion and escalating to the head of experience where appropriate.
Engagement and liaison with advocacy services.
Regularly touch base with in-patient wards and community services to understand any themes arising through advocacy and align with our feedback improvement plan and communication and engagement strategies.
Provide non-clinical advice to patients, relatives and carers and, if necessary, refer enquiries on.
Be able to communicate personal and sometimes contentious information using tact and empathetic skills, whilst maintaining a diplomatic approach.
Be able to provide advice and signposting when issues require wider input, act as a liaison between the service user/family carer members and wider services to enable resolution of non-clinical issues.
Where issues relate directly to clinical care, ensure the clinical team are updated and engaged on issues, supporting an honest dialogue between parties to attempt to come to a resolution.
Supporting with expert by experience activity and encourage wider opportunities for this role
Be an initial point of contact for Experts by Experience
Service development
Maintain and develop the service user and carer networks.
Act as a connector between networks and individuals both with lived experience and staff within the clinical areas to advance the co- production and lived experience agenda.
Provide advice and support to clinical teams to advise and guide them on how to engage in a co-productive way.
Gather evidence and report back on changes to services which have taken place as a direct result of learning from service user and carer experience.
Support the evaluation and analysis of feedback from care opinion and mutual help groups from those with lived experience, to ensure actions are taken forward and used to inform our approach to quality improvement.
Corporate responsibility
Have a role in maintaining and improving relationships between service users, carers and family members and clinical services within Sheffield Health Partnership NHS Foundation Trust.
Key relationships
Frontline clinical and non-clinical staff across the organisation
Service users, carers, young carers and families
Sheffield Teaching Hospitals NHS Foundation Trust
Sheffield Childrens NHS Foundation Trust
Sheffield Flourish
Pakistan Muslim Centre (PMC)
Sheffield African Caribbean Mental Health Association (SACMHA)
Firvale Community Hub
Sheffield Carers Centre
Sheffield Young Carers
Regional Providers, commissioners and social care
Voluntary Sector Organisations
Wider private sector/third sector organisations as appropriate
Job Description
The postholder will:
Maintain a consistent, proactive on-site presence across inpatient and community services delivering most of the role face-to-face and being present within services for the equivalent of four working days per week, engaging with people who use services and supporting clinical teams to better understand lived experience.
Be required to complete and maintain Respect Level 1 training as a minimum which will be provided by the Trust.
Have responsibility for ensuring teams and services are embedding and responding to feedback through care opinion and escalating to the head of experience where appropriate.
Engagement and liaison with advocacy services.
Regularly touch base with in-patient wards and community services to understand any themes arising through advocacy and align with our feedback improvement plan and communication and engagement strategies.
Provide non-clinical advice to patients, relatives and carers and, if necessary, refer enquiries on.
Be able to communicate personal and sometimes contentious information using tact and empathetic skills, whilst maintaining a diplomatic approach.
Be able to provide advice and signposting when issues require wider input, act as a liaison between the service user/family carer members and wider services to enable resolution of non-clinical issues.
Where issues relate directly to clinical care, ensure the clinical team are updated and engaged on issues, supporting an honest dialogue between parties to attempt to come to a resolution.
Supporting with expert by experience activity and encourage wider opportunities for this role
Be an initial point of contact for Experts by Experience
Service development
Maintain and develop the service user and carer networks.
Act as a connector between networks and individuals both with lived experience and staff within the clinical areas to advance the co- production and lived experience agenda.
Provide advice and support to clinical teams to advise and guide them on how to engage in a co-productive way.
Gather evidence and report back on changes to services which have taken place as a direct result of learning from service user and carer experience.
Support the evaluation and analysis of feedback from care opinion and mutual help groups from those with lived experience, to ensure actions are taken forward and used to inform our approach to quality improvement.
Corporate responsibility
Have a role in maintaining and improving relationships between service users, carers and family members and clinical services within Sheffield Health Partnership NHS Foundation Trust.
Key relationships
Frontline clinical and non-clinical staff across the organisation
Service users, carers, young carers and families
Sheffield Teaching Hospitals NHS Foundation Trust
Sheffield Childrens NHS Foundation Trust
Sheffield Flourish
Pakistan Muslim Centre (PMC)
Sheffield African Caribbean Mental Health Association (SACMHA)
Firvale Community Hub
Sheffield Carers Centre
Sheffield Young Carers
Regional Providers, commissioners and social care
Voluntary Sector Organisations
Wider private sector/third sector organisations as appropriate
Person Specification
Essential
Knowledge and Skills
Excellent understanding of theory and practice of engagement and co-production and the benefits of lived experience within the mental health workforce. Evidence of good interpersonal skills and an ability to form relationships with service users, staff, friends, and families/carers. Knowledge of the philosophy and principles of co-production and service user and carer led recovery initiatives. Awareness of the impact of stigma and discrimination and knowledge of trauma-informed care. Excellent communication, interpersonal, verbal, and written skills Effective listening skills. Effective team player. Excellent organisational skills. Understanding of issues affecting people from different backgrounds and cultures. Good IT skills, including some knowledge of and skills in the use of Microsoft Office software programs, e.g., Word, Outlook, PowerPoint Experience of working in a mental health setting
Desirable
Knowledge of the local area and local services including public services, community lead services and third sector/charitable services. Good relationships with community centres and community groups. Lived experience of a mental health illness or supporting someone who has accessed mental health services
Essential
Other
Ability to communicate on all levels and to a broad scope of individuals, both internally and externally to the Trust. Ability to work unsupervised in a range of settings. Commitment to recovery philosophy and values. Willing to travel within a geographical area in a timely and effective manner. Genuine passion for working with people who experience mental health conditions specific to the service. Ability to work on own initiative as well as part of a team. Demonstrate a commitment to personal development. Demonstrate an enthusiasm for the post. Ability to work independently and be self-motivated. Resilient and able to seek support when needed.
Essential
Training and Qualifications
Educated to GCSE level in Maths and English Language, or equivalent. Experience in working on and with co-production. Knowledge and commitment to service users rights, involvement and service-user led initiatives Ability to demonstrate knowledge of the concept of personal recovery as it may apply to others A willingness to undertake any further training as required. Knowledge of current legislation which underpins Health and Social Care and a working knowledge of the Equalities Act 2010 and Human Rights Act. Knowledge and commitment to service users rights, involvement and service-user led initiatives Knowledge and understanding of issues affecting the lived experience professions and Recovery Colleges at a regional, national and international level Awareness of the service user/ survivor movement and the history of Intentional Peer Support Understanding of the importance of equality and diversity. Experience of working in mental health services (statutory or voluntary sector). Experience of facilitating groups Experience of delivering workshops. Experience of being with people who use mental health services and some experience of supporting them with their recovery.
Desirable
Direct experience of using mental health or voluntary services and ability to use this experience positively Experience of working in a community facing role. Wide range of life experiences to bring an enabling and positive view of opportunities for others.
Person Specification
Essential
Educated to GCSE level in Maths and English Language, or equivalent. Experience in working on and with co-production. Knowledge and commitment to service users rights, involvement and service-user led initiatives Ability to demonstrate knowledge of the concept of personal recovery as it may apply to others A willingness to undertake any further training as required. Knowledge of current legislation which underpins Health and Social Care and a working knowledge of the Equalities Act 2010 and Human Rights Act. Knowledge and commitment to service users rights, involvement and service-user led initiatives Knowledge and understanding of issues affecting the lived experience professions and Recovery Colleges at a regional, national and international level Awareness of the service user/ survivor movement and the history of Intentional Peer Support Understanding of the importance of equality and diversity. Experience of working in mental health services (statutory or voluntary sector). Experience of facilitating groups Experience of delivering workshops. Experience of being with people who use mental health services and some experience of supporting them with their recovery.
Desirable
Direct experience of using mental health or voluntary services and ability to use this experience positively Experience of working in a community facing role. Wide range of life experiences to bring an enabling and positive view of opportunities for others.
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
Sheffield Health Partnership University NHS Foundation Trust
Address
Distington House North
Atlas Way
Sheffield
S4 7QQ
Employer's website
(Opens in a new tab)
Employer details
Employer name
Sheffield Health Partnership University NHS Foundation Trust
Address
Distington House North
Atlas Way
Sheffield
S4 7QQ
Employer's website
(Opens in a new tab)
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