Patient Experience Lead

Job summary

The Patient Experience Lead will coordinate and oversee patient experience across the PCN, ensuring that complaints, learning events, significant events, and patient engagement are managed consistently, efficiently, and effectively. The postholder will translate patient feedback into service improvements, ensure accurate reporting, and support practice teams to embed a culture of learning and continuous improvement. The role is supported by a Patient Experience Admin Assistant for operational delivery.

Main duties of the job

Lead PCN-wide governance, quality, and compliance relating to:

- Patient complaints, concerns, compliments, and feedback

- Internal learning events and significant events

Develop and maintain SOPs, ensuring consistent application across practices

Ensure accurate statutory and contractual reporting including KO14b.

Oversee the end-to-end complaints process, assuring timely acknowledgement, investigation, response quality, and organisational learning.

Coordinate the review and follow-up of learning events and significant events, ensuring actionable learning is captured, implemented, and reported.

Maintain central dashboards and logs for complaints, learning events, and significant events; produce monthly and quarterly reports highlighting themes, risks, and improvement actions for PCN leadership.

Lead strategic development of patient engagement and involvement, including modernising engagement approaches and coordinating PPGs at practice and PCN level.

Translate patient insight e.g. FFT, surveys, PPG feedback, complaints into tangible service improvements and evidenced through you said, we did actions.

Line-manage and support a Patient Experience Admin Assistant, providing clear direction, delegation, and oversight ensuring effective operational delivery.

About us

Brownlow is proud to be an exceptional employer, offering strong support for staff wellbeing through a dedicated wellbeing team and a wide range of benefits and incentives. These include protected study leave with a financial allowance and a comprehensive six-month mentorship and induction programme.

We are committed to equality, diversity, and inclusion, and aim for our workforce to reflect the diverse community we serve. We actively encourage applications from individuals who identify as having protected characteristics, particularly those with linguistic diversity, members of the LGBTQ+ community, people from Black, minority ethnic or minority faith backgrounds, and those who are disabled and/or neurodiverse. We recognise that structural and systemic barriers may discourage some groups from applying, and we welcome feedback on any such barriers so we can work to address them.

Extended access sessions will form part of your contracted hours. If you are successful at interview and are registered with any Brownlow practice, you will be required to change practices as a condition of employment.

Other job locations include:

• Ropewalks Surgery, 26 Argyle Street, L1 5DL
• Kensington Neighbourhood Centre,157 Edge Ln, Liverpool L7 2PF
• Marybone Health Centre,2 Vauxhall Rd, Liverpool L3 2BG
• Princes Park Health Centre ,L8 0SY