Patient Experience Administrator – Egerton Rd, Guildford

Job overview

We are looking for a proactive and detail-oriented Patient Experience Administrator to join our Patient Experience Team. This pivotal role supports the delivery of high-quality patient insight across the Trust, with a particular focus on the administration of the NHS Friends and Family Test (FFT).

The post holder will act as the primary administrator for FFT, overseeing the timely distribution, collection, and submission of feedback across all relevant clinical areas. They will also provide dedicated administrative support to the wider Patient Experience Team, contributing to accurate data handling, reporting, and effective collaboration with clinical and corporate teams.

This is a fantastic opportunity to make a meaningful impact on patient care and experience. You’ll be part of a supportive and forward-thinking team, working collaboratively to ensure patient feedback drives real change across the Trust.

Main duties of the job

The post holder will act as the primary administrator for the NHS Friends and Family Test (FFT) a quick and anonymous way for patients to provide feedback on their care and treatment, helping services understand what is working well and where improvements are needed. In addition to leading on FFT administration, the post holder will provide dedicated administrative support to the wider Patient Experience Team, contributing to the delivery of high-quality patient insight through accurate data handling, reporting, and effective collaboration with clinical and corporate teams.

Working for our organisation

Royal Surrey is a compassionate and collaborative acute and community Trust. Recognising that our 5000 colleagues are our greatest strength, we offer a comprehensive health and wellbeing program along with a commitment to developing and advancing your career. Our diverse and welcoming Royal Surrey family will ensure you that you feel valued from your initial interview through your entire tenure.

We are clinically led and provide joined up care by bridging the gap between hospital and community services alongside regional specialist cancer care. Our main acute hospital site is in Guildford with community hospital sites at Milford, Haslemere and Cranleigh. We provide adult community health services in homes across Guildford and Waverley.

The Care Quality Commission (CQC) have given us an overall rating of Outstanding.

Royal Surrey has a strong reputation and history to build on. We are proud of our achievements and we are investing in our colleagues through our commitment to supporting professional development as well as investing more than £45 million in our physical environment and new equipment in the next few years. There has never been a better time to join us.

Although it isn’t the Trusts normal practice, adverts may close early, so you are encouraged to submit an application as soon as possible.

A video about the Royal Surrey – https://www.youtube.com/watch?v=R96pMboIYdo

Detailed job description and main responsibilities

The post holder will lead on the administration, collection, collation, recording, and reporting of the NHS Friends and Family Test (FFT)  a quick and anonymous way for patients to give feedback on their care and treatment, helping services understand what is working well and where improvements are needed.

The FFT is the Trust’s main tool for gathering continuous feedback from patients and their families. The post holder will work closely with a range of personnel across all Divisions and Departments to ensure the FFT is completed in a timely manner and that comments requiring action are addressed appropriately. The post holder will provide an efficient, and reliable service to maintain the completion of the FFT in accordance with national requirements and ensure all NHS Digital submission requirements are met.

In addition to FFT responsibilities, the post holder will provide administrative support to the wider Patient Experience Team, including assisting with other patient surveys, coordinating meetings, preparing reports, and supporting engagement activities. The post holder will work collaboratively with clinical teams, the Patient Experience Team, and other departments to promote a culture of continuous improvement based on patient insight.