Patient Experience Team Officer

Go back Harrogate and District NHS Foundation Trust

Patient Experience Team Officer

The closing date is 26 February 2026

We are looking for a dedicated individual to join our Patient Experience Team, working closely with the Patient Experience Coordinator and Manager to deliver the Trust's Making Experiences Count (MEC) policy and support incident administration in line with the Risk Management Strategy. This role involves direct interaction with patients, families, healthcare professionals, and contractors via face to face, telephone, and email, ensuring feedback is managed appropriately and confidentially. You will assist the Bereavement Officer in supporting bereaved families, liaise with the Clinical Effectiveness Team to ensure learning from feedback, and collaborate with departments across the Trust to capture and report all patient experience data. Strong communication skills and the ability to handle sensitive issues with empathy and professionalism are essential.

Main duties of the job

• Ability to communicate clearly and empathetically with patients, families, and healthcare professionals via phone, email, and face to face.
• Build constructive relationships across departments and with external stakeholders.
• Prioritise tasks effectively and manage multiple responsibilities in a busy environment.
• Ensure accuracy when handling sensitive feedback, complaints, and incident data.
• Handle sensitive and emotional issues with professionalism and maintain strict confidentiality.
• Support action plans and ensure learning from feedback is implemented.
• Competent in Microsoft Office and able to use Trust systems for data entry and reporting.
• Supporting bereaved families and dealing with sensitive situations.
• Work collaboratively with Patient Experience, Bereavement, and Clinical Effectiveness teams.
• Understanding of complaints handling, patient experience frameworks, and risk management principles.

About us

Harrogate and District NHS Foundation Trust (HDFT) cares for the population in Harrogate and the local area, as well as across North Yorkshire, Leeds and parts of the North East.

At HDFT we provide outstanding care to both our patients and our staff and we value Kindness, Integrity, Teamwork and Equality. If you're looking for an interesting and rewarding career in the NHS, where you can make a real difference to patients' lives, HDFT could be the place for you!

We offer colleagues:

• A supportive culture so colleagues can bring their whole selves to work.
• Staff Recognition - as well as regular appraisals, we recognise achievements with our Making a Difference & Team of the Month Awards, along with annual Colleague Recognition Awards.
• Employee Support and wellbeing - we offer a wide range of staff benefits including an Employee Assistance Programme, counselling service and a fast track Physiotherapy service.

Please note:

• Due to high levels of interest, posts may close early if we reach a sufficient number of applications
• Visa sponsorship is only available for certain roles. Please ensure the role you are interested in meets the criteria for a visa before submitting your application.
• Please also be aware that the Trust does not offer relocation packages for Agenda for Change roles.
• All job offers are subject to satisfactory pre employment checks.

Job responsibilities

Please see the attached Job Description and Person Specification. If you have any questions, please contact Susie Nicholson on

Person Specification

• 5 GCSE's or equivalent including English and Maths at Grade C or above.
• Working knowledge of Microsoft Office Packages
• Experience of dealing with difficult customer service issues and resolving within a defined timescale.Experience of dealing with difficult customer service issues and resolving within a defined timescale.
• Significant experience of working with people in a customer care context, including face to face interactions
• Evidence of working effectively with a wide range of groups, including external bodies and public/patients.
• Organisational skills - working to deadlines / own initiative
• NVQ Level 3/4 Customer Service or equivalent knowledge
• Training related to risk management activities
• ECDL
• Proven experience of investigation and resolution of complaints including checking of complaint responses, taking and transcribing minutes, report compilation.
• Experience of working in the NHS or other public sector
• Experience of direct contact with an advocate conciliator, advice worker or similar.
• Training related to risk management / patient safety / complaints

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.

Harrogate and District NHS Foundation Trust

£27,485 to £30,162 a yearper annum pro rata