Patient Experience Manager

Job summary

As an organisation with a clear focus on delivering high quality care for patients, it is important that we continually seek to understand the experiences of patients, carers and their families. To ensure we continue to deliver on this, we are looking to recruit a Patient Experience Manager to work as part of our Patient Experience Team.

The ideal candidate will have a good knowledge and understanding of General Practice along with extensive management experience and the ability to prioritise a high workload and deadlines.

You will be passionate about patient experience and be pivotal in supporting our Patients and Practice Teams to both capture and understand experiences of the care and support quality improvement, transformation programmes and collaboration.

Main duties of the job

Lead on supporting patient experience and be pivotal in supporting our Patients and Practice Teams to ensure patients, carers and others are able to provide feedback through a range of appropriate channels. Both capture and understand experiences of care, to support quality improvement, transformation programmes and collaboration work across the organisation.

To work with the Clinical Quality Manager, Practice Teams, Senior Leaders and Directors, to support continuous improvement of Patient Experience, utilising patient and carer feedback from all sources. Support the Practice Teams to embed person-centred care, by maintaining an accurate picture of emerging issues where care has fallen below the expected standards, and in identifying and recognising good practice and exceptional patient care.

Be responsible for the leadership and delivery on the expected standards of the; complaints, incidents, claims management process and patient engagement and education initiatives. The post holder will work with a variety of stakeholders to learn from feedback and ensure the voice of patients, carers and members of the public influence service development. Supporting with the development and facilitation of Patient Participation Groups, communication strategies and campaigns including Practice Patient Satisfactions Surveys.

About us

North Cumbria Primary Care Ltd (NCPC) is an innovative not for profit organisation, established to create a network of GP Practice surgeries which sustains and supports the development of general practice across the local area. We support our Practices with a robust infrastructure with areas including; Quality & Safety, Patient Experience, Finance and HR.