Patient Experience Lead
| Company: | NHS Jobs |
|---|---|
| Salary: | £33,169 to £38,688 a year |
| Hours: | Full-time |
| Location: | Sutton Coldfield, B74 2UE |
| Job type: | Permanent |
| Posting date: | 9 Oct 2026 |
| Closing date: | 23 Oct 2026 |
Summary
1. Job Role & Purpose The objective of this role is to ensure Sutton Coldfield Group Practice (SCGP) maintains continuous CQC readiness, effective governance and compliance systems, robust complaints management processes and meaningful patient engagement. The post holder will lead governance and quality improvement initiatives, coordinate patient feedback and complaints management, and develop an annual programme of patient education and information events across SCGP. 2. Key Duties & Responsibilities Complaints Management Lead and take ownership of the entire patient feedback and complaints function, ensuring concerns are resolved effectively and converted into measurable service improvements. Work alongside Partners, GPs, Managers, and Team Leaders to investigate issues, identify root causes, and implement lasting solutions. Design and implement a robust complaints management system that provides clear oversight of cases, trends, risks, and performance. Act as the organisation's specialist lead for patient feedback, ensuring all complaints are managed professionally, consistently, and within agreed timescales. Take ownership of the SCGP Feedback Inbox, acting as the central point of contact for patient concerns and feedback. Meet directly with patients where required, building trust, managing difficult conversations, and helping achieve positive outcomes. Analyse complaint trends and operational challenges, using insight and data to drive improvements across multiple sites and services. Produce high-level reports and presentations for the Board, highlighting key themes, risks, performance metrics, and recommendations for strategic action. Work closely with communications and social media colleagues to demonstrate how patient feedback has influenced improvements and strengthened services. Influence managers and leaders across the organisation by communicating lessons learned, driving accountability, and embedding continuous improvement. Champion a culture where feedback is viewed as valuable intelligence that helps strengthen services, improve patient experience, and support organisational growth. CQC Readiness Maintain CQC compliance assurance trackers, Proactively gathering and storing CQC evidence examples for learning/improvements conducted in line with inspection readiness Keeping up to date with current regulations and informing all needed as necessary. Patient Engagement & Education Work with team members across SCGP to identify priority topics and evaluate impact. Lead the development and delivery of an annual patient engagement and education strategy, aligned to Practice priorities and population health initiatives. Design and deliver high-impact patient events, workshops, and educational campaigns, both online and across our Practice sites. Work alongside clinical leaders and management teams to identify key health priorities and create engaging initiatives that support prevention, wellbeing, and self-management. Build strong relationships with patients, community groups, and partner organisations to strengthen SCGP's profile and community presence. Drive innovation in patient communication, engagement, and health promotion, introducing new ideas and approaches that improve reach and participation. Measure the success of engagement programmes through feedback, participation data, and outcome analysis, using insights to continuously improve future initiatives. Produce impactful reports and presentations for senior leadership, demonstrating achievements, trends, opportunities, and return on investment. Act as a champion for patient experience, ensuring the patient voice influences service development and future planning across the organisation. 3. Communication & Relationships To be an active and engaged team player, supporting the wider SCGP is its aims and objectives. To actively participate in team meetings. To work with other teams across the organisation collaboratively to ensure a joined up approach to our service delivery to patients. 4. Performance Standards Demonstrate a positive attitude. To deliver against your agreed objectives. To actively engage the appraisal process To be honest and have integrity. To follow all Practice policies and procedures. 5. Confidentiality While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Postholders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with SCGP policies and procedures relating to confidentiality and the protection of personal and sensitive data. 6. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the SCGP health & safety policy, the health & safety manual, and the SCGP infection control policy and published procedures. This will include: Using personal security systems within the workplace according to SCGP guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks; Making effective use of training to update knowledge and skills; Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards; Active reporting of health and safety hazards and infection hazards immediately when recognised; Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role Undertaking periodic infection control training (minimum annually); Reporting potential risks identified to the SCGP Group Manager 7. Equality & Diversity The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with SCGP procedures and policies, and current legislation; Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues; Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. 8. Job Description Reviews This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties to maintain the efficient running of SCGP.