Patient Co-ordinator

Role: Patient Experience Co‑ordinator
Location: National Headquarters, Edinburgh/Hybrid
Hours: 37 hours per week (36 hours from April 2026)
Contract: Permanent
Salary: Band 4

We are looking for a Patient Experience Co‑ordinator to join our team within the Scottish Ambulance Service. This is a varied and important role supporting the delivery of a compassionate and person centred service. You will listen sensitively and communicate clearly with people who provide both positive and negative feedback about our service.

As a Patient Experience Co‑ordinator you will often be the first point of contact for members of the public and partner organisations. You will show empathy, professionalism and accuracy when gathering information and supporting people through the feedback and complaints process. You will work closely with your colleagues in the Patient Experience Team and contribute positively to our organisational values.

You are enthusiastic, focused and approachable with clear and compassionate communication skills. You are comfortable speaking with people who may be distressed and you can remain calm while managing sensitive or challenging conversations. You can interpret information, ask clarifying questions and record details accurately. You are a supportive team member with a positive attitude and strong organisational skills.

• Receive and log feedback from a range of channels including telephone, email, letters and other NHS partners
• Support complainants by offering information about consent, advocacy or mediation where appropriate
• Maintain accurate records on Datix and InPhase and help colleagues use these systems effectively
• Provide administrative support to the wider Corporate Affairs and Engagement department

Marie Kennedy
Patient Experience Manager
Email: marie.kennedyt

We welcome applications from all backgrounds and are committed to increasing diversity across the organisation.

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service.

As part of the pre-employment checks for a preferred candidate, NHS Scotland Boards will check your entitlement to work in the UK. It can be evidenced through a number of routes including specific types of visa as well as EU settled and pre-settled status. To find out more about these routes of permission, please refer to the  website here.

Please note that SAS is NOT licensed to issue certificates of sponsorship under current UK Visas and Immigration (UKVI) regulations. Applicants must have the right to work in the UK without requiring sponsorship to work with us.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.