Job responsibilities
Role
Overview
The Patient
Engagement Manager is a pivotal role within Mayflower Medical Group,
responsible for leading the Practices patient engagement, experience, and
feedback strategies. This role ensures that patients are actively involved in
their healthcare journey, fostering strong, positive relationships between the
Practice and its patient population. The post holder will oversee all aspects
of patient engagement, with a particular emphasis on formal complaints,
significant incident reviews, and quarterly Patient Participation Group (PPG)
meetings.
The
role combines operational oversight, strategic planning, and hands-on
engagement to ensure patient concerns are addressed effectively, service
improvements are identified and implemented, and patient voices are embedded
into the design and delivery of services. The Patient Engagement Manager will
work closely with clinical teams, administrative staff, and the Practice
Manager to deliver a consistent, high-quality patient experience.
Key
Responsibilities
Complaints ManagementOversee the formal complaints process from initial receipt to
resolution, ensuring timely, thorough investigation and response in line with
NHS standards and Practice policy. Provide guidance and support to staff on
complaints handling and facilitate learning from complaints to inform service
improvements.
Significant Incident ReviewCoordinate reviews of significant incidents, ensuring
lessons are shared across the Practice. Maintain accurate records, monitor
trends, and work with clinical governance teams to ensure follow-up actions are
implemented.
PPG CoordinationLead and facilitate quarterly Patient Participation Group meetings, ensuring meaningful patient involvement in service planning and
evaluation. Develop agendas, report on outcomes, and implement patient
suggestions where feasible.
Patient Communication ChannelsDevelop and maintain effective channels for patient
communication, including digital platforms, telephone systems, and in-person
services. Ensure patients can access information, provide feedback, and raise
concerns easily.
Patient AdvocacyServe as a liaison between patients and the Practice, ensuring that
patient concerns, suggestions, and feedback are heard and acted upon. Promote
transparency, trust, and open communication.
Engagement Strategy DevelopmentDevelop strategies to enhance patient engagement,
using patient feedback, data analytics, and insights from significant incidents
and complaints to inform initiatives.
Performance MetricsEstablish key performance indicators (KPIs) for patient engagement,
complaints resolution, and incident review, ensuring the Practice can monitor
effectiveness and identify areas for improvement.
Patient Education ProgramsDevelop, implement, and manage programs to inform
and empower patients about their health, treatment options, and preventive
care. This may include workshops, support groups, and online resources.
Support Groups and WorkshopsFacilitate support groups and workshops addressing
the needs of different patient demographics. Ensure these programs are
inclusive, accessible, and aligned with patient feedback and community needs.
Compliance and StandardsEnsure all patient engagement activities, complaints
handling, and incident reviews comply with relevant healthcare standards, NHS
guidelines, and organisational policies.
Patient Experience EnhancementsContinuously identify opportunities to enhance the
patient experience, integrating feedback into practice processes, and ensuring
patients feel heard, respected, and involved in their care.
ReportingProvide
detailed reports to the Practice Manager, governance teams, and the wider
organisation (Fuller & Forbes Healthcare Group) on complaints, incidents,
PPG activity, and engagement outcomes
Flexibility is essentialthe post holder must be willing to work at other
branch sites as required, temporarily
Summary
The
Patient Engagement Manager ensures that patients are at the centre of care by
overseeing formal complaints, significant incident reviews, and PPG activity,
while also promoting engagement through feedback systems, education programs,
and health initiatives. The role requires strategic thinking, operational
expertise, and strong collaboration with staff and patients to enhance
satisfaction, improve outcomes, and ensure compliance with healthcare
standards.
This
position is critical to delivering an inclusive, patient-centred approach
across Mayflower Medical Groups five Plymouth sites, aligned with the wider
goals of Fuller & Forbes Healthcare Group, supporting sustainable,
high-quality primary care services for the community.
