Job summary
We are looking for an experienced and compassionate individualto join our dedicated Patient Experience and Quality Governance Team at Haxby Group.
You will play a pivotal role in strengthening the voice of patients and families, helping the organisation to understand where quality care and patient satisfaction has been delivered well, where care has fallen short, and ensuring feedback contributes directly to improving the quality and safety of services.
As thePatient Experience Lead, you will be responsible for day-to-day coordination of Haxby Groups complaints process, additionally coordinating compliments and patient feedback, supported by a team of Patient Experience Team Administrators and under the direction of the Head of Patient Experience.
Main duties of the job
You will act as a central point of expertise, coordinating and undertaking investigations, supporting staff in resolving concerns locally where possible, producing quality written responses and reports, and ensuring formal complaints are handled in accordance with Regulations and Haxby Group Policy. This is a key role in ensuring that every patient, family member, and carer who raises a concern is listened to, treated with respect, and receives a fair and timely response.
This role requires someone who is empathetic, organised, and confidentin managing sensitive and sometimes complex issues and who has well developed verbal and written communication skills. You will work closely with clinical and operational teams to ensure that responses are thorough, balanced, and compassionate and that lessons from complaints and patient feedback are clearly identified, shared, and used to drive improvement across the organisation.
In this highly visible and rewarding position, you will help foster a culture of fairness, openness, learning, and continuous improvement, where patient feedback is valued as a vital part of delivering excellent care.
About us
Haxby Group is a high-quality, community-based healthcare organisation, with general practice at its heart. We deliver exceptional care from across York, Scarborough, and Hull, serving more than 95,000 patients. Haxby Group has been rated outstanding by the Care Quality Commission (CQC) in York and Hull. and good in Scarborough.
We are dedicated to improving the health of the communities we serve and have an innovative approach to ensuring we provide outstanding care. We are actively involved in research projects with the aim of improving patient care, and our digital-first ethos has contributed to reducing waiting times for access to services.
Our large and diverse team of Doctors, Nurses and Advanced Practitioners have decades of expertise, providing a range of care in a safe, friendly environment, with support from highly experienced Health Care Assistants, Clinical Pharmacists, and other non-GP clinicians. Supporting the patients and our clinical team are the large front of house and back-office teams ranging from Patient Services, Care Navigators, Clinical Administration Support and more.
Job description
Job responsibilities
- 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 Patient Experience Team
(PET) is supported to engage effectively with patients, their families and
carers, thus gaining a better understanding and insight into issues and
complaints raised.
- Manage the day-to-day complaints handling process, under the direction
of the Head of Patient Experience.
- 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.
- 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.
- Lead the Patient Experience
Team Administrators to use skills of empathy, influence, mediation and
negotiation to help achieve the most appropriate resolution to a complaints
- Provide
expert advice and support for all complaints investigators in all aspects
of 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.
Job description
Job responsibilities
- 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 Patient Experience Team
(PET) is supported to engage effectively with patients, their families and
carers, thus gaining a better understanding and insight into issues and
complaints raised.
- Manage the day-to-day complaints handling process, under the direction
of the Head of Patient Experience.
- 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.
- 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.
- Lead the Patient Experience
Team Administrators to use skills of empathy, influence, mediation and
negotiation to help achieve the most appropriate resolution to a complaints
- Provide
expert advice and support for all complaints investigators in all aspects
of 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
Essential
- Educated to degree level or equivalent professional experience in healthcare or an associated profession.
- 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.
Desirable
- 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.
- Experience of successfully developing and implementing quality improvement projects / change management.
- Project Management or Quality Improvement qualification.
- Understanding of information governance requirements and implementing data protection legislation.
- Knowledge and experience of innovation and introducing new technologies, digitally literate with strong IT skills.
- Experience working in Primary Care (especially General Practice).
- Developing collaborative working across different teams and sites.
Competencies/Qualities/Attributes
Essential
- Leadership skills with the ability to maintain operational delivery in a complex environment, understanding the wider strategic context.
- 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.
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Excellent attendance record.
Other
Essential
- Current UK/EU driving licence and access to car to enable travel to all sites.
Person Specification
Knowledge/Qualifications/Skills
Essential
- Educated to degree level or equivalent professional experience in healthcare or an associated profession.
- 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.
Desirable
- 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.
- Experience of successfully developing and implementing quality improvement projects / change management.
- Project Management or Quality Improvement qualification.
- Understanding of information governance requirements and implementing data protection legislation.
- Knowledge and experience of innovation and introducing new technologies, digitally literate with strong IT skills.
- Experience working in Primary Care (especially General Practice).
- Developing collaborative working across different teams and sites.
Competencies/Qualities/Attributes
Essential
- Leadership skills with the ability to maintain operational delivery in a complex environment, understanding the wider strategic context.
- 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.
Physical Requirements
Essential
- Able to undertake the requirements of the post.
Desirable
- Excellent attendance record.
Other
Essential
- Current UK/EU driving licence and access to car to enable travel to all sites.
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.
