Patient Experience and Engagement Assistant
The Patient Experience and Engagement Assistant supports Somerset NHS Foundation Trusts commitment to learning from patient carer and public feedback to drive service improvement. Based within the Corporate Directorate and reporting to the Patient Experience and Engagement Support and Data Lead the role supports the collection analysis reporting and coordination of patient experience and engagement data across multiple workstreams. The post holder communicates regularly with patients carers service users Trust staff external organisations and the public responding to enquiries and supporting feedback processes including PALS. They ensure feedback is accurately recorded reviewed and acted upon with a strong focus on inclusive engagement and amplifying seldom heard voices. The role involves analysing data from a range of sources identifying themes and trends and producing timely reports to support learning and improvement. It also provides administrative and data support for Parliamentary Health Service Ombudsman cases working with internal teams to meet deadlines. Strong communication organisational and IT skills are essential along with the ability to manage competing priorities and handle sensitive or distressing feedback professionally. The post holder contributes to policy development service improvement and maintains accurate records in line with data protection confidentiality and Trust governance requirements.
Main duties of the job
The Patient Experience and Engagement Assistant acts as a first point of contact for the Patient Experience and Engagement service responding professionally and sensitively to enquiries from patients carers the public Trust staff and external organisations. The role involves receiving logging and accurately recording patient feedback and PALS enquiries providing administrative and coordination support for feedback and engagement activity and promoting inclusive engagement including supporting seldom heard voices. The post holder analyses and maintains patient experience and engagement data across multiple workstreams supporting data triangulation to identify themes trends and learning to inform service improvement. They produce accurate reports and respond to routine and ad hoc information requests from internal and external stakeholders. The role also provides administrative and data support for Parliamentary Health Service Ombudsman cases coordinating with internal teams to ensure accurate and timely responses. Strong organisational communication and IT skills are required to manage competing priorities maintain accurate records across multiple systems and ensure compliance with confidentiality data protection and Trust policies. The post holder contributes to policy development service improvement initiatives and upholds Trust values and governance requirements.
About us
At Somerset NHS Foundation Trust, we're committed to supporting our employees with a range of benefits designed to enhance your professional and personal life. We offer:
* Flexible working options to help you balance work and life
* NHS pension scheme for long-term financial security
* Generous annual leave allowance to recharge and relax
* A strong focus on career development to help you grow and achieve your potential
Additionally, you'll gain access to our Blue Light Card, unlocking exclusive discounts on shopping, dining, and leisure activities, as well as NHS-specific perks to support you both inside and outside of work.
We are proud to foster a diverse, skilled, and inclusive workforce, and we encourage applications from all backgrounds.
Why Somerset? Somerset offers the perfect blend of idyllic countryside, outstanding areas of natural beauty, and breathtaking coastlines, with vibrant cities like Bristol, Bath, and Exeter just a short drive away - and only two hours to London.
The region is home to excellent educational facilities, and with affordable housing compared to other parts of the country, it's a great place to build both your career and your future.
Somerset truly has it all - the peaceful countryside and cosmopolitan city life, with something for everyone to enjoy.
Job responsibilities
The Patient Experience and Engagement Assistant Band 3 supports Somerset NHS Foundation Trusts commitment to learning from patient carer and public feedback to improve services. Based within the Corporate Directorate and reporting to the Patient Experience and Engagement Support and Data Lead the role supports the coordination analysis and reporting of patient experience and engagement data across multiple workstreams. The post holder acts as a first point of contact responding professionally and sensitively to enquiries from patients carers the public Trust colleagues and external organisations. They receive log and accurately record patient feedback and PALS enquiries support inclusive engagement including working with seldom heard groups and assist colleagues to engage effectively with patients carers and families. The role involves analysing collating and reporting data supporting data triangulation to identify themes trends and learning and responding to routine and ad hoc information requests. It also provides administrative and data support for Parliamentary Health Service Ombudsman cases working proactively with internal teams to meet agreed timescales. Strong communication organisational and IT skills are essential. The role does not involve direct patient care but requires professionalism resilience and compliance with confidentiality data protection safeguarding equality health and safety infection control and Trust governance requirements.
Person Specification
Qualifications
* Good standard of general education
* Experience of managing own workload and ability prioritise
* Experience of constructively questioning and challenging existing practices and attitudes in a work setting
* Experience of writing reports for presentation to committees and groups
* Experience of giving presentations/training sessions to large groups
Experience
* Experience of working directly with service users
* Excellent keyboard skills
* Please see the attached JD
Additional Criteria
* Please see the attached JD
* Please see the attached JD
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.
£25,760 to £27,476 a yearIndicative of Band 3 job description
#J-18808-Ljbffr