Patient Experience and Bereavement Officer

Job overview

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.

Detailed job description and main responsibilities

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