Head of Patient Experience

Job description

Job responsibilities

Patient Engagement and PPG

1. Lead all aspects of the Patient Participation Group PPG, in line with GMS contract responsibilities.

2. Plan, coordinate, and facilitate regular PPG meetings.

3. Develop and distribute PPG newsletters and updates.

4. Maintain a positive, representative, and motivated PPG that contributes meaningfully to Practice development.

5. Embed the patient voice in the strategic and operational direction of the Practice

Complaints Management

1. Manage formal complaints that have been escalated by the Duty Manager. This include a formal acknowledgement process.

2. Conduct thorough, timely investigations and draft professional and empathetic responses.

3. Identify recurring issues and ensure organisational learning is captured and disseminated.

4. Liaise with patients and families where required to promote resolution and transparency.

5. Complete the annual KO41b general practice written complaints data collection.

Patient feedback and Surveys

1. Lead on the design, collection, and reporting of patient feedback (e.g., Friends & Family Test, digital reviews, surveys).

2. Regularly analyse trends in patient experience and report insights to leadership.

3. Act on feedback themes, collaborating with Managers and Leads to implement and evaluate changes such as training opportunities or process updates.

4. Co-ordinate a You said, we did approach to communicating actions taken to our patients and staff.

Accessibility, Inclusion & Patient-Facing Communications

1. Ensure the Practice is accessible and inclusive to all patient groups, including those with additional communication needs.

2. Lead on the development, coordination, and quality assurance of all patient facing communications, including:

3. Maintain the Practice Website

4. Contribute to social media platforms including Facebook and LinkedIn, monitoring patient interactions on social media, responding appropriately and ensuring any feedback is followed up through the correct channels.

5. Champion equality, diversity and inclusion in all aspects of patient communication and engagement.

Leadership & Strategy

1. Contribute to the delivery of the organisations strategy.

2. Take a leading role in the preparation for CQC inspections, ensuring evidence of compliance with patient experience areas.

3. Work in collaboration with the Heads of Department to ensure alignment of patient and operational policies.

4. Deputise for senior leaders as required.

Person Specification

Qualifications

Essential

• Degree level education or equivalent experience

Values & Behaviours

Essential

• - Excellent communication and empathy skills
• - Compassionate, patient-centred approach
• - Flexible, organised, and proactive
• - Professional and emotionally intelligent

Experience

Essential

• Experience of handling formal complaints and sensitive correspondence
• Leading patient engagement and involvement initiatives
• Experience of analysing and reporting on service feedback
• NHS or healthcare experience, particularly patient-facing roles

Desirable

• Investigating significant events or managing risk registers
• Supporting CQC inspections and related evidence-gathering

Skills

Essential

• - High-quality letter writing and communication skills
• - Ability to investigate and resolve sensitive issues
• - Skilled in data analysis and reporting of trends
• -Emotional intelligence, relationship building, tackling difficult issues, team and people development and managing performance.

Desirable

• - Knowledge of NHS complaints and feedback systems
• - Experience or aptitude in managing patient communications across digital and social media platforms

Employer details

Employer name

The Croft Practice

Address

Barnham Road

Eastergate

Chichester

West Sussex

PO20 3RP

Employer's website

https://www.thecroft-practice.co.uk/ (Opens in a new tab)