Patient Experience Administrator
| Posting date: | 22 September 2025 |
|---|---|
| Salary: | £27,485.00 to £30,162.00 per year |
| Additional salary information: | £27485.00 - £30162.00 a year |
| Hours: | Full time |
| Closing date: | 06 October 2025 |
| Location: | Warwick, CV34 5BW |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9203-25-0519 |
Summary
Provide high quality administration support to the Patient Experience Team. Produce correspondence to a high standard, using a range of MS office software products. Provide administration for the Friends and Family Test. Be responsible for inputting compliments received onto the Trusts computer system. Prepare data for monthly and quarterly patient experience reports and any ad hoc report requests received. Provide data for the annual report as requested. Acknowledge receipt of formal complaints in 3 working days and enter the complaint information on the InPhase system. Support with sending out complaint responses when confirmed by the Patient Experience Officer, close the complaint on InPhase ensuring all findings, recommendations and regrading are recorded accurately. Organise copies of correspondence and/or healthcare records and ensure these are sent to the appropriate Directorate, Lead Investigator or external sources in line with the Information Governance Policy. Support with maintaining accurate records on InPhase of PALS contacts, compliments, hospital bereavements, formal and informal complaints. Keep the Trusts Intranet & Internet for the Patient Experience Team, up to date, to ensure patients and staff can locate relevant information easily. Arrange meetings as requested by members of the Patient Experience Team, liaise with staff, the Complainant / PALS contact / Bereaved family member. Send out confirmation of meeting and arrange where to meet Complainant / Contact, and escort to meeting room. Ensure recording device is set up for meetings or if necessary take and transcribe notes of meetings when required. Ensure all recording and video interpreting equipment is kept fully charged and available for use. Manage any requests for lending of equipment to other departments within the Trust. Locate, obtain and track medical records using LORENZO system. Be responsible for managing an effective system of filing, scanning of documents and organise annual archive of paper complaint files. Maintain and order stationary required by the team. Assist the Patient Experience Team with auditing formal and informal complaint and compliment data. Handle the Patient Experience Teams incoming and outgoing mail. Contact patients / relatives / visitors regarding property that has been found. Attend internal and external meetings as nominated by the Patient Experience Manager and report back to the Patient Experience Team