Patient Experience Lead

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.