As an organisation with a clear focus on delivering high quality care for patients, it is important that we continually seek to understand the experiences of patients, carers and their families. To ensure we continue to deliver on this, we are looking to recruit a Patient Experience Manager to work as part of our Patient Experience Team.
The ideal candidate will have a good knowledge and understanding of General Practice along with extensive management experience and the ability to prioritise a high workload and deadlines.
You will be passionate about patient experience and be pivotal in supporting our Patients and Practice Teams to both capture and understand experiences of the care and support quality improvement, transformation programmes, and collaboration.
Main duties of the job
Lead on supporting patient experience and be pivotal in supporting our Patients and Practice Teams to ensure patients, carers, and others are able to provide feedback through a range of appropriate channels. Both capture and understand experiences of care, to support quality improvement, transformation programmes, and collaboration work across the organisation. To work with the Clinical Quality Manager, Practice Teams, Senior Leaders, and Directors, to support continuous improvement of Patient Experience, utilising patient and carer feedback from all sources. Support the Practice Teams to embed person-centred care, by maintaining an accurate picture of emerging issues where care has fallen below the expected standards, and in identifying and recognising good practice and exceptional patient care. Be responsible for the leadership and delivery on the expected standards of the complaints, incidents, claims management process, and patient engagement and education initiatives. The post holder will work with a variety of stakeholders to learn from feedback and ensure the voice of patients, carers, and members of the public influence service development. Supporting with the development and facilitation of Patient Participation Groups, communication strategies, and campaigns including Practice Patient Satisfaction Surveys. About us
North Cumbria Primary Care Ltd (NCPC) is an innovative not-for-profit organisation, established to create a network of GP Practice surgeries which sustains and supports the development of general practice across the local area. We support our Practices with a robust infrastructure with areas including Quality & Safety, Patient Experience, Finance, and HR. Job responsibilities
Please find attached a copy of the job description and person specification which sets out the full requirements of the role. Person Specification
Qualifications
Experience
Experience of General Practice or working directly with service users Experience of building and maintaining effective working relationships Experience in a patient/customer focused working environment Experience of complaints and incident management Experience and articulate in writing complex response letters/reports Personal Attributes
The ability to strike a balance between support and robust challenge Proven ability to lead and influence Ability to perform calmly under pressure Integrity and high ethical standards Kind, caring, and empathetic 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.
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Lead on supporting patient experience and be pivotal in supporting our Patients and Practice Teams to ensure patients, carers, and others are able to provide feedback through a range of appropriate channels. Both capture and understand experiences of care, to support quality improvement, transformation programmes, and collaboration work across the organisation. To work with the Clinical Quality Manager, Practice Teams, Senior Leaders, and Directors, to support continuous improvement of Patient Experience, utilising patient and carer feedback from all sources. Support the Practice Teams to embed person-centred care, by maintaining an accurate picture of emerging issues where care has fallen below the expected standards, and in identifying and recognising good practice and exceptional patient care. Be responsible for the leadership and delivery on the expected standards of the complaints, incidents, claims management process, and patient engagement and education initiatives. The post holder will work with a variety of stakeholders to learn from feedback and ensure the voice of patients, carers, and members of the public influence service development. Supporting with the development and facilitation of Patient Participation Groups, communication strategies, and campaigns including Practice Patient Satisfaction Surveys. About us
North Cumbria Primary Care Ltd (NCPC) is an innovative not-for-profit organisation, established to create a network of GP Practice surgeries which sustains and supports the development of general practice across the local area. We support our Practices with a robust infrastructure with areas including Quality & Safety, Patient Experience, Finance, and HR. Job responsibilities
Please find attached a copy of the job description and person specification which sets out the full requirements of the role. Person Specification
Qualifications
Experience
Experience of General Practice or working directly with service users Experience of building and maintaining effective working relationships Experience in a patient/customer focused working environment Experience of complaints and incident management Experience and articulate in writing complex response letters/reports Personal Attributes
The ability to strike a balance between support and robust challenge Proven ability to lead and influence Ability to perform calmly under pressure Integrity and high ethical standards Kind, caring, and empathetic 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.
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