Patient Experience Lead

1.

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.

Management

Lead and take ownership of the entire patient feedback

and complaints function, ensuring concerns are resolved effectively and

converted into measurable service improvements.

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.

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.

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.

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.

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.

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.

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

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

Sutton Coldfield Group Practice is one

of the largest GP practices in the region, caring for a significant and growing

patient population across six sites.

are proud of our culture, which encourages innovation, collaboration and

continuous improvement. As a single organisation operating across multiple

sites, we are committed to creating modern, sustainable primary care services

that place both patients and staff at the heart of everything we do.

believe our people are our greatest asset. Team members are encouraged to

contribute ideas, challenge existing ways of working and play an active role in

shaping the future direction of the Practice. We are committed to developing

our teams and creating opportunities for individuals to expand their skills,

responsibilities and careers.

As

we continue our transformation journey, we are seeking an ambitious and

proactive Patient Experience Lead to become a key member of our team.

Experience

Qualifications

Essential: - Educated to A-Level standard or equivalent experience. GCSE English and Mathematics or equivalent.

Desirable: - Qualification in leadership, management, governance, quality improvement or project management.