Job Introduction
Internal Opportunity: Patient Experience Facilitator (NHS 111)
A fantastic opportunity has opened exclusively for our DHU Healthcare colleagues to further develop their career within our NHS 111 Continuous Quality Improvement (CQI) team. If you’re passionate about delivering excellent patient care, continuously improving services, and working within a supportive, values-led environment we would love to hear from you.
This is your chance to take on a meaningful role where you’ll directly support patient experience and quality improvement initiatives, while contributing to the development of our services and the colleagues around you.
Location: Derby (Orbis) with occasional travel to other sites
Hours: 37.5 per week
Contract Type: Permanent
Eligibility: Internal applicants only
About the role:
As a Patient Experience Facilitator within NHS 111, you will work as part of the Continuous Quality Improvement team to lead and support investigations, complaints handling, incident reviews, and patient feedback initiatives. You’ll help embed a culture of continuous learning, supporting operational teams through audits, coaching, and improvement projects that directly impact the patient journey.
Key responsibilities include:
- Supporting the management and investigation of complaints, incidents, and patient experience reports, providing expert advice and producing detailed reports
- Leading and facilitating Datix investigations and supporting managers in statements, supervision, and shared learning
- Delivering audit sessions and contributing to patient journey reviews to help drive tangible service improvements
- Acting as a subject matter expert in NHS Pathways, Adastra, and Directory of Services (DOS)
- Championing a culture of continuous improvement and ensuring that patient feedback is at the centre of decision making
What we’re looking for:
Essential criteria:
- A minimum of 2 years’ experience working within the NHS 111 service
- Current or recent NHS Pathways Trainer status (minimum of 6 months)
- Proven operational knowledge of NHS Pathways, Adastra, and Directory of Services (DOS)
- Experience in facilitating and delivering audit and learning sessions
- Excellent verbal and written communication skills with a professional, approachable manner
- Strong organisation, prioritisation and time management skills, with the ability to manage competing priorities
- A genuine passion for quality improvement and embedding the DHU CARE values in everyday practice
Application and shortlisting process:
To be considered for shortlisting, you must submit a cover letter clearly demonstrating how you meet the essential criteria outlined in the person specification within the job description. Applications without a cover letter addressing these points will not be shortlisted.
This is a valued internal development opportunity and we encourage applications from those committed to improving patient experiences and service delivery within NHS 111.
