Job details
Pay scheme: Other
Salary: £30,000 a year Full time equivalent
Contract: Permanent
Working pattern: Part-time
Reference number: A2381-25-0035-PLYM
Job locations: Mayflower Medical Group, Stirling Road, Plymouth, PL5 1PL
Job summary
The Patient Engagement Officer plays a pivotal role in overseeing the Practices patient engagement and experience initiatives, with a particular focus on formal complaints, significant incident reviews, and regular patient engagement sessions. This role ensures that patients are actively involved in their healthcare journey and that the Practice responds effectively to concerns, fostering positive relationships between patients and the Practice.
Working Pattern
Working Pattern: 25 hours per week but would need to be set.
* 5 hours per day, across 5 days (Monday Friday)
* 6 6.5 hours per day, across 4 days (Monday, Tuesday, Thursday, Friday)
* 8.5 hours per day, across 3 days (Monday, Wednesday, Friday)
Details on preferred working pattern can be discussed at interview.
Main duties of the job
Key responsibilities include:
* Managing the formal complaints process
* Coordinating reviews of significant incidents
* Leading quarterly Patient Participation Group (PPG) meetings to gather and act on patient feedback.
Job description Job responsibilities
Role Overview
The Patient Engagement Manager is a pivotal role within Mayflower Medical Group, responsible for leading the Practices patient engagement, experience, and feedback strategies. This role ensures that patients are actively involved in their healthcare journey, fostering strong, positive relationships between the Practice and its patient population. The post holder will oversee all aspects of patient engagement, with a particular emphasis on formal complaints, significant incident reviews, and quarterly Patient Participation Group (PPG) meetings.
The role combines operational oversight, strategic planning, and hands‑on engagement to ensure patient concerns are addressed effectively, service improvements are identified and implemented, and patient voices are embedded into the design and delivery of services. The Patient Engagement Manager will work closely with clinical teams, administrative staff, and the Practice Manager to deliver a consistent, high‑quality patient experience.
Key Responsibilities
* Complaints Management: Oversee the formal complaints process from initial receipt to resolution, ensuring timely, thorough investigation and response in line with NHS standards and Practice policy. Provide guidance and support to staff on complaints handling and facilitate learning from complaints to inform service improvements.
* Significant Incident Review: Coordinate reviews of significant incidents, ensuring lessons are shared across the Practice. Maintain accurate records, monitor trends, and work with clinical governance teams to ensure follow‑up actions are implemented.
* PPG Coordination: Lead and facilitate quarterly Patient Participation Group meetings, ensuring meaningful patient involvement in service planning and evaluation. Develop agendas, report on outcomes, and implement patient suggestions where feasible.
* Patient Communication Channels: Develop and maintain effective channels for patient communication, including digital platforms, telephone systems, and in‑person services. Ensure patients can access information, provide feedback, and raise concerns easily.
* Patient Advocacy: Serve as a liaison between patients and the Practice, ensuring that patient concerns, suggestions, and feedback are heard and acted upon. Promote transparency, trust, and open communication.
* Engagement Strategy Development: Develop strategies to enhance patient engagement, using patient feedback, data analytics, and insights from significant incidents and complaints to inform initiatives.
* Performance Metrics: Establish key performance indicators (KPIs) for patient engagement, complaints resolution, and incident review, ensuring the Practice can monitor effectiveness and identify areas for improvement.
* Patient Education Programs: Develop, implement and manage programs to inform and empower patients about their health, treatment options, and preventive care. This may include workshops, support groups, and online resources.
* Support Groups and Workshops: Facilitate support groups and workshops addressing the needs of different patient demographics. Ensure these programs are inclusive, accessible, and aligned with patient feedback and community needs.
* Compliance and Standards: Ensure all patient engagement activities, complaints handling, and incident reviews comply with relevant healthcare standards, NHS guidelines, and organisational policies.
* Patient Experience Enhancements: Continuously identify opportunities to enhance the patient experience, integrating feedback into practice processes, and ensuring patients feel heard, respected, and involved in their care.
* Reporting: Provide detailed reports to the Practice Manager, governance teams, and the wider organisation (Fuller & Forbes Healthcare Group) on complaints, incidents, PPG activity, and engagement outcomes.
Flexibility is essential - the post holder must be willing to work at other branch sites as required, temporarily.
Summary - The Patient Engagement Manager ensures that patients are at the centre of care by overseeing formal complaints, significant incident reviews, and PPG activity, while also promoting engagement through feedback systems, education programs, and health initiatives. The role requires strategic thinking, operational expertise and strong collaboration with staff and patients to enhance satisfaction, improve outcomes and ensure compliance with healthcare standards.
Person Specification
Essential
* Strong understanding of patient engagement, complaints handling and clinical governance processes.
* Excellent communication, advocacy and interpersonal skills to build positive relationships with patients, staff and external stakeholders.
* Ability to analyse data, track performance metrics and translate insights into actionable improvements.
* Knowledge of NHS policies, healthcare regulations and patient experience best practices.
* Flexible, adaptable and able to work across multiple sites and varied schedules.
Qualifications
* GCSE grade A to C in English and Maths
* Qualified to NVQ level 2 in Health and Social Care
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
Fuller and Forbes Partnership
Mayflower Medical Group
Stirling Road
Plymouth
PL5 1PL
Employer’s website
http://bramleyonline.co.uk/
#J-18808-Ljbffr