Patient Engagement Officer

Working Pattern: 20-25 hours per week but would need to be set hours/pattern, ideally 5 hours per day, across 4/5 days depending on preference for hours. Non-working day is completely negotiable.

The Patient Engagement Officer plays a pivotal role in overseeing the Practice's 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.

Details on preferred working pattern can be discussed at interview.

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

Working Pattern: 20-25 hours per week but would need to be set hours/pattern, ideally 5 hours per day, across 4/5 days depending on preference for hours. Non-working day is completely negotiable.

The Patient Engagement Officer plays a pivotal role in overseeing the Practice's 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.

Details on preferred working pattern can be discussed at interview.

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

The Patient Engagement Manager will work closely with clinical teams, administrative staff, and the Practice Manager to identify opportunities for improving patient satisfaction and loyalty. Using data analytics, patient feedback, and current healthcare trends, this role aims to create an inclusive, patient-centered environment. The manager is expected to implement best practices in patient engagement to enhance service delivery, improve health outcomes, and ensure compliance with healthcare standards.

Overview & sites

• Mayflower Medical Group is a PCN of five GP surgery sites across Plymouth. These sites include
• Stirling Road Surgery
• Ernesettle Medical Centre
• Trelawny GP Surgery
• Mannamead Surgery
• Mount Gould Medical Centre
• The combined patient list across the five sites is around 35,000 to 40,000 patients.

Role Overview

The Patient Engagement Manager is a pivotal role within Mayflower Medical Group, responsible for leading the Practice's 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 patients 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…