Job Description

Norfolk and Suffolk NHS Foundation Trust provides child and adult mental health services, learning disability, wellbeing, older people's and eating disorder services across Norfolk and Suffolk.



We are committed to equality, diversity and inclusion and want to reflect the diversity of our local communities within our teams. We welcome applications from all talented individuals with the relevant qualifications, skills, knowledge and experience

Job overview

e are seeking a proactive and analytical Patient Experience Improvement Facilitator to help enhance service user and carer experience across the Trust. This Band 6 role plays a vital part in ensuring feedback is used meaningfully to inform service design, delivery and improvement.

You will lead the operational delivery of the Friends and Family Test (FFT), coordinate national patient experience programmes such as the Adult Community Mental Health Survey, and ensure feedback mechanisms are inclusive and accessible. Working closely with Patient Experience and Locality teams, you will embed a culture of continuous improvement informed by lived experience.

The role involves analysing feedback data, producing thematic insights, and translating findings into actionable recommendations. You will support frontline teams to interpret and act on feedback, provide guidance on patient experience methodologies, and champion service user and carer involvement at all levels. This is a key opportunity to influence quality improvement and drive positive change across services.

Main duties of the job

The Patient Experience Improvement Facilitator will lead the implementation and monitoring of the Friends and Family Test (FFT), improving feedback systems to ensure they are accessible, inclusive, and representative. You will develop strategies to increase response rates and ensure feedback is translated into meaningful action.

You will analyse feedback from multiple sources--including FFT, complaints, PALS, compliments, and surveys--producing thematic insights and actionable recommendations. You will prepare reports and dashboards for governance forums and support Locality teams to embed feedback into service improvement.

The role includes coordinating national patient experience surveys, ensuring compliance and maximising learning from results. You will support Localities in developing improvement plans and monitor progress, escalating risks where needed.

You will promote feedback as a tool for co-production, collaborate with Participation colleagues, and support staff training on interpreting and responding to feedback. You will contribute to policy development and act as a visible champion for patient and carer experience across the Trust.

Working for our organisation

Here at NSFT we pride ourselves on being a welcoming, talented, friendly and supportive team who like nothing better than sharing experiences and learning from each other. In addition to ongoing training and development opportunities, we are committed to providing an environment in which you can thrive.

Why work for us?

We have challenges as a Trust, but we have ambitious aspirations, are pushing ahead with exciting transformation work and we need dedicated individuals to support us on our journey. We have strong, established professional networks coupled with an exceptional leadership team who will ensure you are truly cared for and cared about.

Why Norfolk and Suffolk?

The people here are warm and welcoming, you'll never be far from the beautiful coastline or Broads National Park. We're an hour and a half away from London and have an international airport in Norwich too. Our villages, towns and cities are packed full of history, independent cafes, shops and theatres. We have excellent shopping, eating out, top ranking schooling and affordable house prices too.

Detailed job description and main responsibilities

Please read the job description / person specification carefully and ensure your application reflects the knowledge, skills and experience needed

Person specification

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Qualifications

Essential criteria

Educated to degree level in a relevant subject (e.g. health, social care, psychology, social sciences) or equivalent level of knowledge and experience.

Desirable criteria

Qualifications or training in data analytics, PowerBI, Qualitative Data Analysis #

Experience

Essential criteria

Experience of analysing qualitative and quantitative data to generate actionable insights. Experience of writing high-quality reports and presenting complex data in an accessible format.

Desirable criteria

Experience of working in a mental health, community health, or related health and social care setting. #

Skills

Essential criteria

Ability to engage and influence staff at all levels of the organisation Proficient in Microsoft Office applications and digital feedback tools.

Desirable criteria

Ability to analyse, interpret and present data clearly #

Knowledge

Essential criteria

Knowledge of patient experience methodologies, service improvement approaches and engagement principles Knowledge of confidentiality, data protection and information governance requirements

Desirable criteria

Awareness of NHS guidance and policy relating to patient and public involvement

YOUR APPLICATION



We can provide all our job application materials in alternative formats so that these are accessible to everyone. Should you require any documents within this job pack in an alternative format, please do not hesitate to contact us at recruitment@nsft.nhs.uk.



PLEASE NOTE: If you use a hotmail, msn or yahoo e-mail account, you will need to check your "junk" mail regularly as these email providers will divert any communication from this Trust/NHS JOBS straight into your " junk" inbox.


EQUAL OPPORTUNITIES Apart from its legal duties in relation to equality and diversity, the Trust recognises and actively promotes the benefits of a diverse workforce and is committed to treating all employees with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion or belief.


As a part of the Disability Confident Employer Guaranteed Interview Scheme we interview all disabled applicants who meet the essential criteria for the job vacancy (outlined in the Person Specification).. We encourage you to indicate your eligibility through TRAC jobs when applying.

Disclosure and Barring Service Check

This post may be 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 certification / accreditation badges

Applicant requirements

This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.