About this role
Job summary
The post holder will lead the Quality and Patient Engagement team and be a key point of contact for service users a, supporting care delivery.
They will oversee complaints, significant events and patient safety processes, ensuring timely investigation, follow-up and learning how to improve services and patient safety.
They will need to demonstrate excellent customer care across a range of communication channels, helping resolve concerns and improve the patient experience.
Working closing with clinical and managerial teams, they will oversee quality reviews, audits, policies, CQC evidence, iGPR processes and data breach management.
They will support meaningful patient engagement and help ensure services are responsive, patient-centred and compliant with relevant standards.
Main duties of the job
- Lead and manage the Quality team, including workloads, performance, appraisals and development.
- Manage complaints and significant events, ensuring timely investigation, responses and follow-up action.
- Coordinate Duty of Candour and patient safety processes, including LFPSE reporting and escalation of risks.
- Liaise with external organisations, NHS Resolutions and solicitors regarding investigations and negligence claims.
- Produce quality reports, identifying trends, learning and opportunities for improvement.
- Coordinate clinical and non-clinical audits and monitor quality improvement actions.
- Lead patient engagement, responding sensitively to concerns and using feedback to improve services.
- Manage Patient Participation Group meetings and encourage meaningful patient involvement.
- Oversee iGPR requests, Information Governance, confidentiality and data breach processes.
- Coordinate practice policies, compliance and CQC evidence, monitoring gaps and outstanding actions.
About us
We are a friendly GP practice with over 70 years of history, lead by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care.
We have four sites and over 46,000 patients spread across the city of Derby.
We seek someone who is keen to become a part of a growing and supportive team and is looking to work in an ambitious practice.
In return, Lister House Surgery will offer you the following benefits:
- Generous holiday entitlement
- NHS Pension Scheme
- Access to a variety of NHS discounts
- Employee EAP well-being support
- Employee discounts
Job description
Job responsibilities
Please view the attached Job Description and Person Specification for full details regarding this post.
Person Specification
Personal Qualities
Essential
- Professional, polite, and confident approach
- Flexible and cooperative team player
- Motivated and proactive, self starter
- Ability to maintain confidentiality at all times
- Commitment to personal development
- Forward thinker with a solution focused approach
- Resilient and able to manage stressful or challenging situations
Knowledge & Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Working knowledge of Microsoft Office.
- Able to prioritise workload, meet deadlines, and manage multiple streams of work
- Understanding of confidentiality, secure information handling and patient consent
- Ability to assess information, solve problems and identify appropriate actions
- Approach challenging conversations with empathy and respect
- Ability to recognise potential confidentiality or data protection concerns and escalate appropriately
- Ability to translate findings and patient feedback into improvement plans and monitor their effectiveness
- Ability to recognise risks and escalate concerns appropriately
Experience
Essential
- Proven experience in a leadership or line management role
- Experience producing reports and analysing data trends for improvement recommendations
- Experience contributing to service or process improvements
Desirable
- Experience handling concerns, complaints or sensitive situations professionally and sensitively.
- Experience working with multidisciplinary teams, patients, carers, and external agencies
- SystmOne Clinical system >1 year
Qualifications
Essential
- Educated to A Level or equivalent experience
Desirable
- Training in patient engagement, quality improvement, or complaints handling
- Additional qualifications in management
Other Requirements
Essential
- Satisfactory Disclosure Barring Service (DBS) check
Desirable
- Full UK driving licence
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
Lister House Surgery
Address
207 St Thomas Road
Pear Tree
Derby
DE23 8RJ
United Kingdom
Employer's website
https://www.listerhousesurgery.co.uk/ (Opens in a new tab)