Patient Experience Manager

Job summary

An exciting opportunity has arisen for an enthusiastic and self-motivated Patient Experience Manager to champion the patient voice of our local community. We are looking for a highly organised individual who is passionate about working with patients and staff and the wider voluntary and community sector to ensure that the patient experience at Adur Health Partnership is the best it can be.

The post holder will be required to support Adur Health Partnership’s efforts to foster outstanding patient experience and engagement and will be an active and enthusiastic member of the practice team, leading on patient experience and engagement, encouraging the patient voice and coordinating diverse patient feedback and engagement through a variety of methods.

Candidates must be conscientious and compassionate, and have the confidence to work autonomously as well as being part of a wider practice team, and be proficient in Microsoft software (Word, Excel, Outlook, PowerPoint, Teams).

Responsibilities

The post-holder is responsible for the coordination of all aspects of AHP’s patient feedback, including comments, compliments and complaints, patient participation groups and patient engagement, leading on a range of initiatives, providing management support to ensure that we involve and listen to our patients, relatives and carers, thereby enabling them to feedback effectively at different points in their journey.

Working with AHP’s Senior Leadership Team, made up of nine GP Partners, a Managing Partner and three Executive Directors, the Patient Experience Manager will ensure that statutory and organisational requirements are met, and that complaint handling delivers the best outcome for the patient and optimal learning for the organisation. The post-holder will analyse trends and themes in relation to patient feedback, complaints and compliments ensuring that action plans are developed, agreed, implemented & evaluated, and will work with a broad range of stakeholders, facilitating effective communication at all levels to deliver successful outcomes.

You will also be the forefront of our social wellbeing activities and working with our practice champions to promote current activities, and use your initiative to come up with new activities which will benefit our patients.

The post-holder will support the Executive team in promoting Equality Diversity & Inclusion (ED&I), Safety, Health, Environment and Fire (SHEF), quality & continuous improvement, confidentiality, collaborative working, service delivery, learning and development and carry out other duties as directed by the Executive team.

This is a key role within our practice team. The post holder will primarily be based at Shoreham Health Centre but will be expected to travel between 3 other sites across Shoreham and Southwick regularly and may work at other sites from time to time.

Requirements

The following are the core responsibilities of the Patient Experience Manager. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.

The Patient Experience Manager is responsible for:

• Managing and controlling ‘patient experience’ projects to ensure they are delivered within specified timescales across AHP
• Working with the Partners and Executive team to agree project scopes, priorities, deliverables and resource implications
• Acting as liaison for the AHP Patient Engagement Group (PEG) and working with external stakeholders such as ‘Healthwatch’ to ensure AHP maintains a culture of person-centred care
• Organise and chair monthly Patient Engagement Group meetings alongside the Executive
• Ensuring AHP has a defined ethos that is incorporated into daily practice, and recognised by patients, relatives and carers

Patient experience

• Developing and promoting a caring environment where equality and diversity issues are respected, and where patients, and their relatives and carers, are enabled to be partners in their care
• Develop strategies for communication between staff, patients, and their relatives and carers, showing awareness of barriers to understanding
• Facilitating communication between all members of the multi-disciplinary team, and across care settings
• Being integral in promoting opportunities for meaningful involvement of patients, and their relatives and carers, in relation to the development of care and services
• Identifying opportunities for patients, and their relatives and carers, to share their experiences through a range of methods including the delivery of patient stories at Patient Engagement Group (PEG) meetings and events
• Supporting the development of collaborative practice activities and working with the Practice Champions to ensure all groups and activities remain safe and operational
• Building good working relationships with the Practice Champion volunteers, arranging and chairing meetings every 6 months
• Working with external providers to initiate the start of new social well-being activities
• Leading in the development of effective systems to gain patients’, and their relatives and carers, feedback on their experience of care
• Leading in supporting AHP teams with the interpretation and analysis of patient experience feedback relevant to their areas
• Effectively monitoring trends and themes, analyse and interpret patient feedback data from a wide range of methods, including real-time patient feedback, complaints & compliments, significant events, Google reviews, NHS website reviews, friends and family test responses, national patient surveys and AHP-designed questionnaires, identifying problematic areas and negotiating improvements
• Ensuring appropriate comments and responses are posted to all public reviews in a timely fashion, to demonstrate our responsiveness to feedback
• Producing regular (monthly, quarterly and annual) reports, which highlight patient experience information, learning and actions to improve
• Working to ensure there is a single point of access for patients, and their relatives and carers, to obtain information and support to take part in involvement and engagement opportunities
• In collaboration with the Executive Team and other AHP team members, create and distribute the weekly staff newsletter

Complaints and PALS (Patient Advice and Liaison Service)

• Leading the efficient and compassionate handling of queries and issues raised by patients, and their relatives and carers
• Ensuring that the complaints process is fully compliant with statutory NHS and organisational requirements
• Ensuring that each complaint is fully and appropriately responded to within the timescales specified within the AHP complaints policy
• Ensuring that the AHP complaints policy is current and in-line with NHS England expectations
• Ensuring that the AHP complaints policy is accessible to the public; that patients, and their relatives and carers, are able to seek timely and compassionate advice and support and express their views and experiences easily to AHP
• Ensuring that lessons are learnt from complaints and patient experience feedback, using the knowledge from compliments, comments, concerns and complaints to drive continuous improvement – working with colleagues across the organisation to ensure the learning is shared and embedded in practice processes
• Manage the annual complaints data submission (KO41b)
• Other duties as assigned

About us

Our mission at Adur Health Partnership is to support and improve the health and well-being of the community we serve. We want to do this by providing a resilient, sustainable and thriving general practice service to our community, working with our patients to provide care which is high quality, individualised, responsive, effective and efficient. We want to reduce health inequalities through personalised and proactive work, working closely with other health and social care providers, with a clear commitment to inter-professional team engagement and MDT working in collaboration with partners and patients. We strive to work with our staff to create an environment that encourages continual improvement and innovation, with a focus on wellbeing and shared learning, to allow us to provide the best possible care to our patients.

The partnership consists of 9 doctors and one Managing Partner, and the practice serves a population of over 36,000 patients across Shoreham and Southwick, across four practice premises. The practice employs a comprehensive interdisciplinary team of professionals who will consistently strive to exceed patient expectations to ensure their experience at the practice is as comfortable and stress-free as possible.

Informal visits are welcomed. For further information and to arrange an informal visit please contact our HR team by email [email protected] or call 01273 466 086.