Patient Experience and Engagement Manager

NHS; Bristol; On-site; GBP 29,000 - 32,000; Full time

Job summary

A local GP practice in Bristol is seeking a Patient Experience and Engagement Manager to lead the patient navigation team. This role focuses on improving the patient journey, managing feedback, and enhancing service delivery. The ideal candidate will have strong management experience, be proactive, and have a passion for patient care. Salary ranges from £29,000 to £32,000 per year, negotiable for the right candidate.

Benefits

NHS pension

Employee Assistance Programme

Additional Christmas shopping day

Cycle to Work Scheme

Qualifications

• Proven experience managing a team in a healthcare setting.
• Experience handling patient complaints and conflict management.
• Ability to work under pressure and prioritize workload.

Responsibilities

• Lead and support the patient navigation team.
• Manage escalated patient concerns with professionalism.
• Develop patient experience initiatives and analyze feedback trends.

Skills

Team management

Conflict management

Communication

Data analysis

Customer service

Education

Minimum 2 GCSE passes, including Math and English

Qualification in leadership/management

Tools

EMIS clinical computer systems

Job description

Patient Experience and Engagement Manager

Are youpassionate about making a real difference in patients lives?

Do you thrivein a busy, people-focused environment where no two days are the same? If so,we would love to hear from you!

We're lookingfor a warm, proactive, and organised Patient Experience and EngagementManager to join our friendly GP practice team. This is a key leadershiprole focused on improving the patient journey and managing our fantastic patientnavigation team to ensure every patient feels welcome, heard, and supported.

Main duties of the job

What youll be doing:

• Leading and supporting our patient navigation team to provide excellent front-of-house service
• Acting as the first point of contact for patient feedback, concerns, and complaints
• Using patient insight to drive improvements in how we deliver care and services
• Building strong relationships with patients, families, and the local community
• Supporting practice operations to ensure everything runs smoothly day to day

About us

Priory Surgery is a long-established GP training practice situated in South Bristol (a couple of miles from the city centre), providing Primary Medical Services to around 11,500 patients in the Knowle, Whitchurch, Totterdown and Brislington areas.

We are a friendly and progressive team working together to provide a high quality service, achieving high QOF standards and participating in primary care incentive schemes and enhanced services.

What we offer:

• A welcoming, supportive team and inclusive work environment
• Opportunities for training and development
• NHS pension and staff benefits including an Employee Assistance Programme, an additional Christmas shopping day and a Cycle to Work Scheme
• A chance to make a genuine impact in your local community

Job responsibilities

Key Responsibilities:

• Line-manage the patient navigation team, providing daily leadership, supervision, training, and performance management.
• Ensure a professional, courteous and efficient front-desk, telephone and online service for all patients and visitors.
• Create and manage rotas, ensuring appropriate cover at all times.
• Handle escalated patient concerns or complaints with professionalism and empathy.
• Adopt a data informed approach to identify and address training needs, supporting continuous development and service improvement within the reception team.
• Foster a supportive and accountable team culture, promoting collaboration and resilience.
• Provide patient navigation backfill as required in the event of staff shortages.

Patient Experience & Engagement:

• Work closely with the practice management team to develop patient experience initiatives to gather and respond to patient feedback (e.g. surveys, complaints, Friends and Family feedback). Leading on key projects where appropriate.
• Work closely with the practice management team to analyse patient feedback trends and develop action plans to improve patient satisfaction and service delivery
• Work closely with the practice management team to develop and maintain effective patient communication channels (e.g. newsletters, notice boards, website content, leaflets, social media, digital tools).
• Act as a lead for the practice volunteer group, coordinating meetings, communication, and collaborative projects.
• Support the development of inclusive engagement strategies to reach underrepresented or vulnerable patient groups.
• Promote health campaigns, events, and patient education initiatives in line with practice and NHS priorities.

Operational Support:

• Collaborate with the wider management team to ensure smooth day-to-day running of the practice.
• Contribute to service improvement projects and quality initiatives (e.g. QOF, CQC readiness).
• Monitor and report on patient experience KPIs and make data-informed recommendations.
• Ensure compliance with confidentiality, safeguarding, and data protection policies.
• Act as a key contact for external stakeholders and community groups involved in patient engagement.

Person Specification

Experience

• Proven experience managing a team, including performance management and staff development, ideally in a GP practice or healthcare setting.
• Management experience in a patient/customer-facing environment
• Experience of managing conflict and handling complaints
• Experience of audit and process improvement
• Knowledge of EMIS clinical computer systems
• Understanding of all aspects of H&S

Qualifications

• Minimum 2 GCSE passes or equivalent, Inc Math & English
• Qualification in leadership, management and/or patient/customer experience

Skills & Abilities

• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi-skilled team
• Pleasant and articulate
• Ability to communicate clearly & succinctly verbally and in writing
• Ability to work under pressure
• Strong work ethic with a flexible approach
• Ability to work in a changing environment

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.

£29,000 to £32,000 a year. Negotiable for the right person