Job summary
Are you
passionate about making a real difference in patients lives?
Do you thrive
in a busy, people-focused environment where no two days are the same? If so,
we would love to hear from you!
We're looking
for a warm, proactive, and organised Patient Experience and Engagement
Manager to join our friendly GP practice team. This is a key leadership
role focused on improving the patient journey and managing our fantastic patient
navigation 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
- Helping to run our patient volunteer group
- 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 description
Job responsibilities
Key Responsibilities:
Patient Navigation Team Management:
- 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.
Job description
Job responsibilities
Key Responsibilities:
Patient Navigation Team Management:
- 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
Essential
- 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
Desirable
- Knowledge of EMIS clinical computer systems
- Understanding of all aspects of H&S
Qualifications
Essential
- Minimum 2 GCSE passes or equivalent, Inc Math & English
Desirable
- Qualification in leadership, management and/or patient/customer experience
Skills & Abilities
Essential
- 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
Person Specification
Experience
Essential
- 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
Desirable
- Knowledge of EMIS clinical computer systems
- Understanding of all aspects of H&S
Qualifications
Essential
- Minimum 2 GCSE passes or equivalent, Inc Math & English
Desirable
- Qualification in leadership, management and/or patient/customer experience
Skills & Abilities
Essential
- 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.
