Patient Experience Administration Officer

Patient Experience Administration Officer

The closing date is 24 June 2026.

The Patient Relations Administration Officer will provide administrative support to the Patient Advice and Liaison Service (PALS), in accordance with Departmental and Trust guidelines, policies and procedures.

Previous applicants need not apply. Sponsorship is not eligible for this post.

Closing Date: This job advert will close as soon as sufficient applications have been received.

Main duties of the job

• Assist with the implementation and maintenance of an efficient office management system/procedures to enable the Department to optimise standards of care.
• Deal with telephone enquiries received by the Patient Experience Team, including management of voicemails for PALS Teams, and log and attach them to Datix.
• Welcome, receive and greet all visitors to the area, providing the first point of contact for all service users, resolving routine enquiries and complaints professionally and in accordance with Departmental and Trust standards and procedures, referring other queries to relevant colleagues where appropriate.
• Collate, photocopy, scan, input and/or distribute information and patient records on behalf of the PALS Team.
• Monitor consent requests on Datix and seek consent when required by contacting the complainant. Once appropriate consent is received, update Datix and inform the PALS Coordinator.

Job responsibilities

• Ensure a signed PALS response and general correspondence is posted to the appropriate person.
• Support the PALS Coordinator to ensure the tracking of PALS responses that are due.
• Liaise with Trust Departments to ensure availability of documentation and patient records to support PALS responses; review notes/documentation and scan and share information appropriately.
• Organise documents and medical records for scanning to be shared with PALS Officers.
• Prepare agendas and make arrangements for routine and ad hoc meetings for the Head of Patient Relations, PALS Coordinator and the Patient Experience Team when required.
• Maintain high quality standards by ensuring that data entered onto Trust systems on behalf of the Complaints and PALS team is accurate, complete and up to date, including EPR.
• Following training, provide cross cover support for other roles within the Team in the absence of colleagues.
• Maintain and develop an efficient and effective electronic Department filing system.
• Manage mail (electronic and written) received into the PALS Department and ensure it is correctly recorded and added to the Datix postbook or escalated to an appropriate member of staff if required.
• Participate in an annual personal development review and work to achieve agreed objectives.
• Participate in appropriate training and development activities relevant to the role.
• Undertake any other tasks as required by the Head of Patient Relations or PALS Coordinator in accordance with the grade and nature of the post.
• Prioritise daily tasks to achieve set timescales.
• Order stationary and any other items where required.

Person Specification Qualifications

• See supporting documents.

Experience

• See supporting documents.

Knowledge

• See supporting documents.

Skills

• See supporting documents.

Commitment to Trust Values and Behaviours

• See supporting documents.

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.