Patient Experience Lead

NHS; York and North Yorkshire; On-site; GBP 80,000 - 100,000; Full time

Job summary

A healthcare organization in the UK is seeking an experienced Patient Experience Lead to coordinate the complaints process and manage patient feedback. The successful candidate will work closely with various stakeholders to ensure continuous improvement in care quality. Applicants should have effective communication skills, experience in managing complaints, and a solid understanding of information governance. A management qualification is preferred. This is a permanent position offering a competitive salary and a flexible working pattern.

Qualifications

• Highly effective communication skills in contentious situations.
• Experience managing or participating in complaint processes.
• Experience conducting complaint or patient safety investigations.

Responsibilities

• Coordinate complaints process and manage patient feedback.
• Support staff in navigating the complaints process.
• Analyse complaints data to identify themes and drive improvements.

Skills

Effective communication skills

Experience in complaint processes

Digital literacy

Understanding of information governance

Education

Management or leadership qualification

Job description

Job Summary

We are looking for an experienced and compassionate individual to join the Patient Experience and Quality Governance Team at Haxby Group. Working under the Associate Director of Governance, you will collaborate with General Managers, Deputy General Managers and Local Medical Directors across our city locations.

Main Duties

As the Patient Experience Lead you will coordinate Haxby Group’s complaints process, manage compliments and patient feedback, and support a team of Patient Experience Team Administrators. You will foster a culture of fairness, openness, learning and continuous improvement, ensuring patient feedback is vital to delivering excellent care.

Key Responsibilities

• Ensure the voice of patients and carers is heard and responded to with compassion and respect.
• Support staff in navigating the complaints process with empathy.
• Manage day‑to‑day complaints handling in line with national regulations and Haxby Group policy.
• Maintain a live tracker of all cases and record complaints contemporaneously.
• Analyse complaints and feedback data to identify themes and drive improvement.
• Provide expert advice and training on complaint investigations to all staff.
• Escalate safeguarding, professional conduct and quality concerns where required.

Qualifications and Experience

• Highly effective communication skills in contentious situations.
• Experience managing or participating in complaint processes.
• Experience conducting complaint or patient safety investigations.
• Digital literacy.
• Management or leadership qualification or at least one year of experience in a regulated environment.
• Understanding of information governance and data protection legislation.
• Experience in Primary Care, especially General Practice.
• Current UK/EU driving licence and access to a car.

Desirable Attributes

• Negotiation and conflict resolution skills.
• Problem‑solving and analytical skills.
• Ability to motivate and train colleagues.
• Excellent attendance record.
• Effective time management and flexibility.

Employer Details

Haxby Group Gale Farm Surgery Front Street Acomb York YO24 3BU

Haxby Group 1 Belgrave Crescent Scarborough North Yorkshire YO11 1UB

Haxby Group 10 School Lane Kingswood Hull HU7 3JQ

Contact and Reference

Reference number: A3172-26-0001
Posted 12 January 2026

Pay and Contract

Salary: £15.69 to £19.86 an hour (dependent on skills and experience)
Contract: Permanent
Working pattern: Full‑time, Part‑time