Patient Experience Lead

Haxby Group (Hull); York and North Yorkshire, Scarborough, Hull and East Yorkshire; On-site; GBP 80,000 - 100,000; Full time

Job summary

A healthcare organization in York is seeking a compassionate Patient Experience Lead to oversee the complaints process and enhance patient satisfaction. You will strengthen the voice of patients, ensuring their feedback drives quality improvement in care. The role requires strong communication skills, experience in complaint management, and an empathetic approach. In this pivotal position, you'll collaborate with clinical and operational teams to address concerns and foster a culture of openness and learning.

Qualifications

• Experience of managing or involvement in complaint processes.
• Experience of conducting complaint or patient safety investigations.
• Understanding of information governance requirements.

Responsibilities

• Coordinate the complaints process and ensure effective management.
• Support staff in resolving concerns and provide quality written responses.
• Monitor and respond to patient complaints and feedback data.

Skills

Highly effective communication skills

Experience in complaint processes

Experience in conducting investigations

Digitally literate

Leadership skills

Education

Management and Leadership qualification or 1 year in management role

Job description

We are looking for an experienced and compassionateindividual to join our dedicated Patient Experience and Quality Governance Teamat Haxby Group. You will work under the direction of the Associate Director ofGovernance and have strong working relationships with the General Managers,Deputy General Managers and Local Medical Directors across each of our citylocations.

You will play a pivotal role in strengthening the voice ofpatients and families, helping the organisation to understand where qualitycare and patient satisfaction has been delivered well, where care has fallenshort, and ensuring feedback contributes directly to continuous improvement inthe quality and safety of our services.

**Interviews for the post will be held face to face on 11February in York**

Main duties of the job

As the Patient Experience Lead, you will be responsible forday-to-day coordination of Haxby Groups complaints process, additionallycoordinating compliments and patient feedback, supported by a team of PatientExperience Team Administrators. In this highly visible and rewarding position,you will help foster a culture of fairness, openness, learning, and continuousimprovement, where patient feedback is valued as a vital part of deliveringexcellent care.

You will act as a central point of expertise, coordinatingand undertaking investigations, supporting staff in resolving concerns locallywhere possible, producing quality written responses and reports, and ensuringformal complaints are handled in accordance with Regulations and Haxby GroupPolicy.

This is a key role in ensuring that every patient, familymember, and carer who raises a concern is listened to, treated with respect,and receives a fair and timely response. You will work closely with clinicaland operational teams to ensure that responses are thorough, balanced, andcompassionate and that lessons from complaints and patient feedback are clearlyidentified, shared, and used to drive improvement across the organisation.

We would love to hear from someone who has excellent peopleskills and enjoys a 'hands on approach' to working with patients and staff.Someone who is empathetic, organised in approach, and manages sensitive andcomplex issues with well developed communication skills.

About us

Haxby Group is a high-quality, community-based healthcareorganisation, with general practice at its heart. We deliver exceptional carefrom across York, Scarborough, and Hull, serving more than 95,000 patients.Haxby Group has been rated outstanding by the Care Quality Commission (CQC) inYork and Hull. and good in Scarborough.

We are dedicated to improving the health of the communitieswe serve and have an innovative approach to ensuring we provide outstandingcare. We are actively involved in research projects with the aim of improvingpatient care, and our digital-first ethos has contributed to reducing waitingtimes for access to services.

Our large and diverse team of Doctors, Nurses and AdvancedPractitioners have decades of expertise, providing a range of care in a safe,friendly environment, with support from highly experienced Health CareAssistants, Clinical Pharmacists, and other non-GP clinicians. Supporting thepatients and our clinical team are the large front of house and back-officeteams ranging from Patient Services, Care Navigators, Clinical AdministrationSupport and more.

Job responsibilities

The Quality (Governance) Team is responsible and accountable for continually improving the quality of our services and safeguarding high standards of care by creating an environment in which excellence in patient experience and outcomes can flourish and thrive.

The Quality Team provide assurance of high-quality care to the Board and support clinical and non-clinical services to achieve that assurance by leading a culture of excellence to enable the delivery of safe, high-quality care to patients that is evidenced by good outcomes and patient feedback, listening to the people's voice to continuously learn and improve.

The role of the Patient Experience Lead is a key role that will support Haxby Groups continued drive to provide high quality, safe services by being a proactive learning organisation.

The postholder will monitor, investigate and respond to patient complaints and monitor patient compliments and feedback in collaboration with the local Management and Clinical Teams. The role will operate across York, Hull and Scarborough practices, and will be supported by a Patient Experience Team Administrator based in each of our three places and who cover the other locations when colleagues are absent.

The post holder will provide support to the General Management Team, Associate Director of Governance and Director of Clinical Governance in relation to local and wider system learning from complaints.

You mustwork at all timeswithin your own competence and use your own judgement,knowledgeand common sense in your day-to-day activities.

This role will ensure that:

• The voice of the patient (and relatives/carers) is heard and responded to appropriately, proportionately and with compassion and respect, providing an identifiable, accessible service to assist patients, relatives and carers with queries, compliments, concerns and complaints.
• The organisation engages effectively with patients, their families and carers, thus gaining a better understanding and insight into issues and complaints raised.
• Support, guide and advise colleagues how to navigate the complaints process with empathy and understanding.
• Manage the day-to-day complaints handling process supported by the Patient Experience Team Administrators under the post holders direct Line Management.
• All complaints are managed in line with the requirements set down nationally through the Local Authority Services and NHS Complaints (England) Regulations.
• All complaints are handled in accordance with the Parliamentary and Health Service Ombudsman NHS Complaint Standards, and Haxby Group Values, Policies and Standard operating procedures.
• Maintain a live tracker of all cases and ensure complaints recording is contemporaneous and accurate, supported by the Patient Experience Team Administrators.
• Maintain the highest standards in investigating and responding to patient concerns and complaints, ensuring opportunities are identified to resolve issues to the satisfaction of the complainant / patient at the earliest opportunity.
• Use skills of empathy, influence, mediation and negotiation to help achieve the most appropriate resolution to a complaint.
• Provide expert advice during all aspects of complaint investigations and throughout the complaint handling process, providing training and support to all staff involved in the process.
• Ensure a robust process is in place to identify and escalate issues from contacts received that require immediate action, e.g. safeguarding issues, professional conduct and significant quality or safety concerns.
• Close monitoring of complaints and patient feedback data including undertaking detailed analysis of themes and learning through regular reports.
• Providing support for the practice complaints meetings and engaging in other quality governance meetings as required.
• Support clinicians, managers and staff across the organisation in processes to learn from patient complaints, compliments and feedback, ensuring accurate identification of issues from contacts with patients, relatives and carers to help drive service improvement.

Person Specification

Knowledge/ Qualifications/ Skills

• Highly effective communication skills, including experience of communicating with patients in highly contentious situations.
• Experience of managing or involvement in complaint processes
• Experience of conducting complaint or patient safety investigations.
• Digitally literate.
• Management and Leadership qualification or at least one years experience in a management or leadership role working in an environment governed by legislation on quality standards.
• Leadership skills with an ability to contribute to and maintain operational delivery in own practice and in collaboration with relevant teams.
• Experience of successfully developing and implementing quality improvement projects / change management.
• Understanding of information governance requirements and implementing data protection legislation.
• Experience working in Primary Care (especially General Practice).
• Developing collaborative working relationships across different teams and sites.

Other

• Current UK/EU driving licence and access to car to enable travel to all sites.

Physical Requirements

• Able to undertake the requirements of the post.
• Excellent attendance record.
• Ability to work autonomously within the scope of the role.
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment.
• Ability to work effectively as part of a team, to network and build relationships.
• Excellent communication skills and confidence in writing complex letters and reports.
• Ability to identify opportunities to improve service delivery, including through audit.
• Negotiation and conflict resolution skills.
• Proven problem solving and analytical skills.
• Ability to motivate and train colleagues.
• Reflect and critically appraise own performance and continual professional development.
• Reliable, flexible, motivated and enthusiastic.
• Effective time management.

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.

£15.69 to £19.86 an hourDependent on skills and experience.