Quality & Patient Engagement Manager

NHS; Derby; On-site; GBP 30,000 - 45,000; Part time

Job summary

Lister House Surgery, a progressive GP practice in Derby, seeks a dedicated individual for a leadership role focused on enhancing service quality and patient safety. The successful candidate will oversee complaints management, facilitate audits, and coordinate training, contributing to a responsive and patient-centered service. With a flexible part-time schedule of 34 to 37.5 hours per week, this position offers NHS benefits and the chance to join a supportive team committed to continuous improvement.

Benefits

Generous holiday entitlement

NHS Pension Scheme

Access to a variety of NHS discounts

Qualifications

• Experience in senior roles within Primary Care or NHS.
• Knowledge of governance in a healthcare setting.
• Understanding of healthcare policy.
• Evidence of continuing professional development.

Responsibilities

• Investigate and manage complaints and significant events.
• Produce monthly and annual quality reports.
• Maintain accurate records and facilitate audits.
• Coordinate the Patient Participation Group.
• Support staff development through training coordination.

Skills

Working knowledge of Microsoft Office

Presentation skills

Ability to analyse complex facts

Negotiation skills

Education

Educated to A Level or equivalent experience

Job description

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

Details Date posted

06 June 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A5287-25-0017

Job locations

207 St Thomas Road

Pear Tree

Derby

DE23 8RJ

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.

Employer details Employer name

Lister House Surgery

Address

207 St Thomas Road

Pear Tree

Derby

DE23 8RJ

Employer's website

https://www.listerhousesurgery.co.uk/ (Opens in a new tab)

Employer details Employer name

Lister House Surgery

Address

207 St Thomas Road

Pear Tree

Derby

DE23 8RJ

Employer's website

https://www.listerhousesurgery.co.uk/ (Opens in a new tab)