About this role
Job summary
We currently have a vacancy for a new role as a Patient Experience Manager.
This position is for 24 hours per week (hours to be worked Monday, Wednesday & Friday)
We may close this vacancy early if sufficient applications are received.
The Patient Experience Manager will have primary responsibility for the effective management and development of the reception function, ensuring the team delivers a professional, compassionate and efficient service to patients. A key priority of the role will be leading and supporting the Reception Team Leader, who will report directly to the Patient Experience Manager, to ensure day-to-day reception operations are well organised, consistent and responsive to patient need.
The second key priority will be the effective management of patient complaints and concerns, ensuring these are handled promptly, fairly and empathetically, with learning used to improve services and the overall patient experience.
The postholder will maintain a regular operational presence on reception to remain closely connected to the day-to-day patient experience, understand real-time pressures within front-of-house services, and use this insight to support the Reception Team Leader, improve patient access and strengthen service delivery. The role will also support wider patient experience work, policy review, CQC readiness, quality improvement and practice governance as required.
Main duties of the job
Key Responsibilities
1. Managing Reception and Patient Services
2. Rota Planning and Clinical Cover
3. Patient Engagement and Experience
4. Patient Complaints and Feedback
5. Nursing Students, Medical Students and GP Registrars
6. QOF (Quality and Outcomes Framework) and Enhanced Services Oversight
7. Policy Management and Governance
8. CQC Compliance and Quality Assurance
9. Leadership and Team Development
10. Performance Standards
11. Confidentiality
About us
Situated in the semi-rural village of Duffield (5 miles north of Derby), we serve a population of just over 11,000 patients. We are in a modern, purpose-built premises with free parking and disabled access. We have an attached (independent) pharmacy unit on-site. We also operate from a small branch surgery in the neighbouring village of Little Eaton. We are within easy commute of Derby and Nottingham and are situated close to the beautiful Derbyshire Peal District.
Job description Job responsibilities
Job Purpose
The Patient Experience Manager will have primary responsibility for the effective management and development of the reception function, ensuring the team delivers a professional, compassionate and efficient service to patients. A key priority of the role will be leading and supporting the Reception Team Leader, who will report directly to the Patient Experience Manager, to ensure day-to-day reception operations are well organised, consistent and responsive to patient need.
The second key priority will be the effective management of patient complaints and concerns, ensuring these are handled promptly, fairly and empathetically, with learning used to improve services and the overall patient experience.
The postholder will maintain a regular operational presence on reception to remain closely connected to the day-to-day patient experience, understand real-time pressures within front-of-house services, and use this insight to support the Reception Team Leader, improve patient access and strengthen service delivery. The role will also support wider patient experience work, policy review, CQC readiness, quality improvement and practice governance as required.
Key Responsibilities
Managing Reception and Patient Services
Manage and support the Reception Team Leader, who will report directly to the Patient Experience Manager
Provide leadership and oversight of day-to-day reception operations, ensuring services are safe, effective, consistent and patient-focused
Undertake regular scheduled reception sessions as part of the weekly rota to maintain frontline understanding and visibility
Maintain a visible, approachable and supportive presence within the reception team
Use frontline insight to identify improvement opportunities in access, communication, call handling and patient flow
Support the reception team during periods of staff absence, increased demand or operational pressure
Model excellent customer service, communication and de-escalation standards
Promote consistency of approach, professional standards and compassionate patient care across the reception team
Oversee room allocation, room availability and waiting lists to support effective patient services
Rota Planning and Clinical Cover
Plan rotas to ensure appropriate clinical and reception cover is in place across the practice
Work with GP Partners and the management team to identify gaps in clinical staffing and support timely rota adjustments
Help maintain safe and effective staffing levels, taking account of planned leave, training, sickness absence and service demand
Support clear communication with clinical and administrative teams regarding rota changes and cover arrangements
Support workforce planning, rota oversight and service resilience
Organise meetings within rotas to maximise attendance
Patient Engagement and Experience
Develop and implement patient experience improvement plans
Support communication strategies to improve patient understanding of practice services
Champion equality, diversity, inclusion and accessibility in service delivery
Patient Complaints and Feedback
Lead the practice complaints process in line with NHS regulations and practice policy
Investigate complaints thoroughly, fairly and within required timescales
Record all complaints on the practice TeamNet system
Draft high-quality, empathetic complaint responses for Practice Manager / GP Partner sign-off
Manage informal concerns at an early stage, helping to resolve issues before escalation where possible
Identify themes and trends from complaints, informal concerns, Friends and Family Test feedback and wider patient feedback
Produce regular reports to the management team, highlighting learning and areas for improvement
Support learning, reflection and service improvement arising from patient feedback
Nursing Students, Medical Students and GP Registrars
Help facilitate and organise placements for nursing students, medical students and GP registrars within the practice
Coordinate induction arrangements, timetables and access requirements in collaboration with clinical supervisors and relevant administrative staff
Support communication between students, registrars and practice teams to ensure placements run smoothly
Assist with the organisation of teaching sessions, room availability and administrative requirements linked to training placements
QOF (Quality and Outcomes Framework) and Enhanced Services Oversight
Support call and recall processes with the reception clinic organisers to maximise patient engagement and achievement
Support accurate coding and data quality in collaboration with relevant staff
Help embed robust processes to maintain year-round QOF readiness and Enhanced Services delivery
Liaise with Assistant Practice Manager to improve performance where required
Review nurse rotas to ensure sufficient provision for long-term condition annual reviews, supporting QOF achievement and maximising Enhanced Services
Policy Management and Governance
Review, update and maintain practice policies and procedures
Ensure policies remain compliant with NHS, CQC and statutory requirements
Maintain a robust policy review schedule and support timely updates
Support the implementation of new or updated policies across teams
Promote staff awareness and adherence to key policies and procedures
CQC Compliance and Quality Assurance
Support the practice in maintaining CQC readiness at all times
Monitor compliance with relevant regulations, standards and internal processes
Coordinate audits relating to patient experience and administrative functions
Support preparation for inspections and action plans following visits or reviews
Promote a culture of continuous quality improvement across the practice
Leadership and Team Development
Manage and support the Reception Team Leader to develop the reception team
Coach and develop reception team members to deliver excellent patient care
Support training needs analysis and staff development plans
Ensure reception appraisals are completed annually and support appropriate performance management where required
Address performance, conduct or capability concerns in line with HR policy and practice procedures
Promote a positive, respectful and supportive team culture
Performance Standards
The postholder must communicate effectively with patients, colleagues and team members
Use excellent communication skills to understand complaints accurately, explain outcomes clearly and support effective resolution of concerns
Recognise peoples needs for alternative methods of communication and respond accordingly
Work effectively and adapt to a fast-paced environment
Use Microsoft Word, PowerPoint and Excel confidently
Confidentiality
In the course of 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. Post-holders 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.
Person Specification
Personal Qualities Essential
Compassionate, approachable and patient-focused Professional, discreet and trustworthy Resilient and able to manage competing demands Positive, flexible and solutions-focused Committed to continuous
Desirable
Confident in building positive working relationships across clinical and administrative teams Able to promote a supportive and respectful team culture
Experience Essential
Experience of working in a patient-facing, customer service or healthcare environment Experience of handling complaints, concerns or difficult conversations professionally and sensitively Experience of managing a team Experience of working with policies, procedures and service improvement processes
Desirable
Experience of working in general practice or primary care Experience of rota planning or workforce coordination Experience of supporting QOF, audits, CQC readiness or governance activities
Knowledge and Skills Essential
Understanding of excellent patient care and the importance of a positive patient experience Awareness of confidentiality, data protection and professional boundaries Understanding of equality, diversity, inclusion and accessibility in service delivery Excellent written and verbal communication skills Ability to remain calm, professional and empathetic when dealing with challenging situations Strong organisational skills with the ability to prioritise workload effectively Ability to analyse feedback, identify themes and support practical improvements Competent IT skills, including Microsoft Office and practice systems
Desirable
Knowledge of NHS complaints processes Awareness of CQC requirements and quality improvement principles Understanding of QOF, patient access and general practice systems Ability to produce reports, action plans and performance summaries Confidence in supporting change and implementing new processes Ability to coordinate training placements, inductions or timetables
Qualifications Essential
Good standard of general education, including English and Maths or equivalent experience Willingness to undertake relevant training as required
Desirable
Leadership, customer service, complaints handling or management training Training in CQC, governance, safeguarding, equality and diversity, or quality improvement
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.
Employer details Employer name Appletree Medical Practice
Address 47a Town Street
Duffield
Belper
Derbyshire
DE56 4GG
United Kingdom
Employer's website https://appletreemedical.co.uk/ (Opens in a new tab)