Betsi Cadwaladr University Health Board
People's Experience Officer
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People's Experience Officer
People’s Experience Service (PES) Officer
Job Overview
We are seeking to appoint a People’s Experience Service (PES) Officer to join the People’s Experience Team at Betsi Cadwaladr University Health Board (BCUHB).
Based at Ysbyty Gwynedd, you will work flexibly to provide service support and drive the delivery of the NHS Wales People’s Experience Framework (2025) across the Health Board.
The successful candidate will be responsible for:
- Coordinating engagement and communication activities aligned with the PES Officer job role
- Visiting primary, secondary, and community settings across the Health Board
- Engaging with patients, carers, and staff
- Leading the capture of feedback (including Care 2 Share interviews and storytelling)
- Ensuring feedback is welcomed, logged, and acted upon
- Working closely with the People’s Enquiry Resolution Service / Complaints team
We are looking for someone who is enthusiastic, self-motivated, sensitive, and tactful, with:
- A degree (or equivalent experience)
- Experience working with patients, carers, or members of the public in potentially challenging situations
This position requires fluency in Welsh, with travel across North Wales expected.
Main Duties and Responsibilities
Core Responsibilities
- Support the People’s Experience Strategy to ensure patients, carers, and relatives can provide feedback on their healthcare experience for service improvement and learning.
- Collaborate with services to implement improvement actions and priority projects, based on the NHS Wales People’s Experience Framework (2025) and local action plans.
- Build and maintain relationships with:
- Management teams
- Clinical staff
- Non-clinical staff
- Partner organisations
- Third-sector representatives
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Key Tasks
- Provide actionable feedback on patient, carer, and relative experiences and shape services accordingly.
- Communicate sensitive or complex information tactfully with Health Board staff and stakeholders.
- Design communication materials, including:
- Information leaflets
- Presentations
- Reports for internal and external audiences
- Establish and manage systems to:
- Record all engagement activities
- Track interactions with patients, carers, and services
- Enable monitoring and reporting against set expectations
Working with Betsi Cadwaladr University Health Board
BCUHB, the largest health organisation in Wales, provides hospital, community, mental health, and elected care services for 700,000 people across North Wales.
You’ll join an organisation committed to:
- Equality and diversity (by Disability Confident Employer standard)
- Engaged leadership
- Recognition of Diverse Competencies through the 'Proud to Lead' framework
- Ensuring applications in Welsh are reviewed equally as those in English
Candidate interviews will be conducted at BCUHB. Please check your provider email regularly—recruitment updates will be sent to the address listed on your application.
Person Specification
Qualifications & Knowledge
Essential Criteria
- Degree level or equivalent qualification/experience.
- Commitment to continual professional development.
- Deep understanding of:
- Legislation governing complaints management
- Data protection rules
- Working knowledge of a patient experience/engagement framework.
- Equal opportunities awareness and compliance.
- Political sensitivity relevant to a high-profile health board.
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Desirable Criteria
- ECDL (or equivalent) certification in IT (European Computer Driving Licence).
Experience
Essential Criteria
- Experience dealing with general public, patients, carers, health professionals on customer service issues.
- Ability to manage difficult, distressing, or emotional situations professionally.
- Experience in producing and distributing public information (e.g., brochures, guides, newsletters).
- Experience engaging with multi-disciplinary teams at all care levels.
Skills & Attributes
Essential Criteria
- Advanced IT, web, social media, and presentation skills.
- Expertise in systems and processes for:
- Recording patient feedback
- Monitoring progress
- Full evaluation
- Strong problem-solving proficiency.
- Exceptional interpersonal skills, demonstrating:
- Credibility
- Professionalism
- Ability to influence positively
- Self-directed, able to organise workloads independently.
- Design creativity (for documents, presentations, and physical displays).
Other Essential Requirements
- Flexible availability to work varied shifts.
- Willingness to travel regularly across the North Wales region.
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