Patient Experience Officer
Job summary
- Fixed Term until 31st March 2026
- Priority given to internal NS ICB staff.
We are seeking a motivated, and forward-thinking person to join NHS Norfolk and Suffolk ICB as our Complaints and Enquiries Officer for a fixed term period of six months. The role will support the delivery of high-quality, accessible, responsive and patient-focused service. The role is varied and rewarding involving listening to feedback from patients, families, carers and members of the public and helping to address their concerns with care.
You will play a key role in shaping how the ICB responds to feedback, ensuring communication is clear, empathetic, and timely, whilst supporting patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems and uphold standards.
This key position will require excellent communication and organisation skills with knowledge of basic IT. Previous complaints experience is essential. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.
- Interviews will take place in person Monday 9th November.
Main duties of the job
Dealing with complaints, compliments and enquiries from the public.
Lead in the management for the ICBs formal complaints that contain sensitive information or issues that may be contentious, ensuring that they are dealt with within the timescale laid down in the Complaints Policy.
Working with ICB staff and other stakeholders to ensure the collation and appropriate presentation of information in order to deliver effective, accurate and robust responses.
Provide direct support to patients, carers and families who contact the ICB with issues/concerns related to their care. Signpost complainants to external agencies when appropriate.
Lead on all stages of the complaints process. Deal with verbal complainants via the telephone with sensitivity, tact and empathy including dealing with service users who have barriers to communication e.g. mental health problems, visually or hearing impaired, physical disabilities, English as a second language. Ensure that a log is kept of all verbal complaints and concerns.
Produce complex written correspondence in the appropriate style and tone for a wide and varied range of correspondents.
Highlight any serious complaints or persistent trendsin complaints to the Patient Experience Senior Lead and relevant teams i.e. Clinical Quality or Safeguarding.
About us
We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.
We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.
Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.
Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.
Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.
We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.
Job description
Job responsibilities
This job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will carry out any other duties as may reasonably be required by their line manager.
This job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of the Department and the Organisation. This will be done in line with the Job evaluation Handbook guidelines.
Person Specification
Experience
- Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in specialist area
- Knowledge of administrative procedures, project management or information analysis
- Basic knowledge of project principles
- Previously worked in similar position within the public sector
- Significant knowledge of IT systems and software programmes such as Outlook, Word, Excel, Powerpoint
Skills
- Skills for communication on complex information and administrative matters, requiring developed interpersonal and oral/ written communication skills
- Problem solving skills and ability to respond to sudden unexpected demands
- Skills for supporting project management
- Skills for managing aspects of projects ensuring they meet financial targets.
- Skills for manipulating information.
- Advanced keyboard skills, use of a range of software
- Ability to work on own initiative and organise own workload with minimal supervision working to tight and often changing timescales
- Ability to pull together comprehensive draft reports, data and letters Negotiating, networking and persuasive skills
- Excellent time management skills with the ability to re-prioritise
Other
- An ability to maintain confidentiality and trust
- Professional, calm and efficient manner
- Commitment to continuing professional development
- Positive and flexible approach to work
- May be required to travel to ICB Offices and other venues within the ICB area as required
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
Norfolk and Suffolk Integrated Care Board
Address
Norfolk and Suffolk Integrated Care Board
County Hall
Martineau Lane
Norwich
Norfolk
NR1 2DH
United Kingdom
Employer's website
https://www.norfolkandsuffolk.icb.nhs.uk/