Job summary
This is a leadership opportunity within Lister House Surgery, aimed at improving service quality, patient safety, and overall patient experience.
The post holder will be a key point of contact for service users, supporting care delivery and playing a central role in the management of complaints and significant events. They will help ensure timely investigations, follow up, and learning from these events to support service improvement and patient safety. They will demonstrate excellent customer care across various channels, helping resolve concerns and improve service quality.
Th role includes maintaining accurate records, facilitating audits and reviews, producing reports, and contributing to continuous improvement. The post holder will also coordinate and facilitate meetings, working closely with clinical and managerial teams to ensure services are responsive, patient-centred, and compliant with the relevant standards and policies.
Main duties of the job
- Investigate and manage complaints and significant events; identify trends and drive service improvements
- Produce monthly and annual quality reports including complaints, SEAs, and compliments
- Maintain accurate records and facilitate clinical and non-clinical audits
- Coordinate and support the Patient Participation Group and patient feedback mechanisms
- Ensure practice policies are kept up to date and compliant with regulatory standards using CQC systems
- Support staff development through training coordination and contribute to practice-wide improvement projects
- Act as a 'critical friend' within the practice to promote quality, safety, and responsiveness in patient care
About us
We are a very friendly GP practice with over 70 years of history, lead by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care.
We have four sites and over 47,000 patients spread across the city of Derby.
Currently based at Lister House Surgery in Peartree, it may be that to meet the needs of the business, you are asked to work across any of the other sites. A full driving licence and access to a car is essential.
We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice that is constantly looking for development opportunities.
This position requires between 34 and 37.5 hours per week, with flexibility in both hours and working days.
In return Lister House Surgery will offer you the following benefits:
- Generous holiday entitlement
- NHS Pension Scheme
- Access to a variety of NHS discounts
Job description
Job responsibilities
Please view the Job Description and Person Specification documents for full details regarding this post.
Job description
Job responsibilities
Please view the Job Description and Person Specification documents for full details regarding this post.
Person Specification
Skills
Essential
- Working knowledge of Microsoft Office
- Presentation skills with ability to demonstrate and represent service to CQC
- Must own and be able to prioritise own work effectively
- Ability to analyse complex facts and situations and develop a range of options
- Must be able to provide and receive complex and sensitive information, negotiate with stakeholders on difficult issues to produce solutions
Other Requirements
Essential
- Satisfactory Disclosure Barring Service (DBS) check
Desirable
- Willingness to learn existing and new computer software packages
- Knowledge and understanding of medical terminology
- Knowledge and understanding of System One
Personal Qualities
Essential
- Polite, approachable and confident manner
- Flexible and cooperative
- Motivated and proactive, self starter
- Professional approach to colleagues, patients and contractors
- Commitment to personal development
- Forward thinker with a solution focused approach
- Uses initiative and judgement
Experience
Essential
- Knowledge of governance in a healthcare setting, acquired through experience or training
- Evidence of continuing professional development
- Understanding of the background to and aims of current healthcare policy
Desirable
- Evidence of leading and implementing change / innovation
Qualifications
Essential
- Educated to A Level or equivalent experience of working at a senior level within Primary Care or other relevant NHS role with relevant experience.
Person Specification
Skills
Essential
- Working knowledge of Microsoft Office
- Presentation skills with ability to demonstrate and represent service to CQC
- Must own and be able to prioritise own work effectively
- Ability to analyse complex facts and situations and develop a range of options
- Must be able to provide and receive complex and sensitive information, negotiate with stakeholders on difficult issues to produce solutions
Other Requirements
Essential
- Satisfactory Disclosure Barring Service (DBS) check
Desirable
- Willingness to learn existing and new computer software packages
- Knowledge and understanding of medical terminology
- Knowledge and understanding of System One
Personal Qualities
Essential
- Polite, approachable and confident manner
- Flexible and cooperative
- Motivated and proactive, self starter
- Professional approach to colleagues, patients and contractors
- Commitment to personal development
- Forward thinker with a solution focused approach
- Uses initiative and judgement
Experience
Essential
- Knowledge of governance in a healthcare setting, acquired through experience or training
- Evidence of continuing professional development
- Understanding of the background to and aims of current healthcare policy
Desirable
- Evidence of leading and implementing change / innovation
Qualifications
Essential
- Educated to A Level or equivalent experience of working at a senior level within Primary Care or other relevant NHS role with relevant experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
