Job summary
We
are looking for someone who can turn patient complaints as feedback into
action, identify opportunities for improvement, influence change across the
organisation and help shape the future of patient experience within an
innovative, forward-thinking primary care organisation.
You
will lead our complaints function, ensuring concerns are managed professionally
and compassionately, while also driving a culture that recognises complaints
and feedback as valuable insight into how we can continuously improve our
services.
Alongside
this as our Patient Engagement Lead you'll have the autonomy to create,
lead, and influence meaningful projects that directly improve patient
understanding, confidence, and engagement with their healthcare while helping
shape the future direction of one of the region's most innovative GP practices.
Finally within this role to
ensure that our systems and processes are maintained to meet our obligations to
the CQC and to our patients. You will be an experienced professional with
experience of working within a CQC regulated environment. You will work closely
with our Business Support Manager and Lead Clinician to ensure that our systems
and processes are CQC ready every day.
Main duties of the job
What You'll Be Doing
Leading the management of patient complaints, feedback and compliments.
Identifying trends, opportunities and service improvements from patient feedback.
Producing reports and recommendations for senior management and Board members.
Driving a positive culture where feedback is embraced as an opportunity to learn and improve.
Developing and delivering patient education initiatives and engagement events throughout the year.
Building strong relationships with patients, community groups and stakeholders.
Supporting service improvement projects across the organisation.
Maintaining a comprehensive compliance program to ensure SCGP is CQC compliant.
Conducting regular audits to assess CQC readiness and identify key controls and risks.
Lead on preparation for inspections and maintain accurate records of CQC compliance.
About us
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.
We
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.
We
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.
Details
Date posted
09 October 2026
Pay scheme
Other
Salary
£33,169 to £38,688 a year
Contract
Permanent
Working pattern
Full-time,
Flexible working,
Home or remote working
Reference number
A3813-26-0004
Job locations
228 Lichfield Road
Sutton Coldfield
B74 2UE
United Kingdom
Job description
Job responsibilities
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.
Job responsibilities
1.
Job Role & Purpose
What you will do
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.
1.
Job Role & Purpose
Leading the management of patient complaints, feedback and compliments.
Identifying trends, opportunities and service improvements from patient feedback.
Producing reports and recommendations for senior management and Board members.
Driving a positive culture where feedback is embraced as an opportunity to learn and improve.
Developing and delivering patient education initiatives and engagement events throughout the year.
Building strong relationships with patients, community groups and stakeholders.
Supporting service improvement projects across the organisation.
Maintaining a comprehensive compliance program to ensure SCGP is CQC compliant.
Conducting regular audits to assess CQC readiness and identify key controls and risks.
Lead on preparation for inspections and maintain accurate records of CQC compliance.
