Patient Lead

We are looking for an experienced and compassionate individual to join our dedicated Patient Experience and Quality Governance Teamat Haxby Group.

You will work under the direction of the Associate Director of Governance andhave strong working relationships with the General Managers, Deputy General Managers and Local Medical Directors across each of our city locations.

You willplay a pivotal role in strengthening the voice of patients and families,helping the organisation to understand where quality care and patient satisfaction has been delivered well, where care has fallen short, and ensuringfeedback contributes directly to continuous improvement in the quality andsafety of our services.

Interviewsfor the post will be held face to face on 11 February in York

As the Patient Experience Lead, you will be responsible for day-to-day coordination of Haxby Groups complaints process, additionally coordinating compliments and patient feedback, supported by a team of Patient Experience Team Administrators. In this highly visible and rewarding position, you will helpfoster a culture of fairness, openness, learning, and continuous improvement,where patient feedback is valued as a vital part of delivering excellent care.

You willact as a central point of expertise, coordinating and undertakinginvestigations, supporting staff in resolving concerns locally where possible,producing quality written responses and reports, and ensuring formal complaints are handled in accordance with Regulations and Haxby Group Policy.

This is akey role in ensuring that every patient, family member, and carer who raises aconcern is listened to, treated with respect, and receives a fair and timely response. You will work closely with clinical and operational teams to ensure that responses are thorough, balanced, and compassionate and that lessonsfrom complaints and patient feedback are clearly identified, shared, and usedto drive improvement across the organisation.

We wouldlove to hear from someone who has excellent people skills and enjoys a 'handson approach' to working with patients and staff. Someone who is empathetic,organised in approach, and manages sensitive and complex issues with well developed communication skills.

Haxby Groupis a high-quality, community-based healthcare organisation, with general practice at its heart. We deliver exceptional care from across York,Scarborough, and Hull, serving more than 95,000 patients. Haxby Group has beenrated outstanding by the Care Quality Commission (CQC) in York and Hull. andgood in Scarborough.

We are dedicated to improving the health of the communities we serve and have an innovative approach to ensuring we provide outstanding care. We are activelyinvolved in research projects with the aim of improving patient care, and our digital-first ethos has contributed to reducing waiting times for access to services.

Our large and diverse team of Doctors, Nursesand Advanced Practitioners have decades of expertise, providing a range of carein a safe, friendly environment, with support from highly experienced Health Care Assistants, Clinical Pharmacists, and other non-GP clinicians. Supporting the patients and our clinical team are the large front of house and back-officeteams ranging from Patient Services, Care Navigators, Clinical Administration Support and more.

Job Summary:

The Quality (Governance) Team is responsible and accountable for continually improving the quality of our services and safeguarding high standards of care by creating an environment in which excellence in patient experience and outcomes can flourish and thrive.

The Quality Team provide assurance of high-quality care to the Board and support clinical and non-clinical services to achieve that assurance by leading a culture of excellence to enable the delivery of safe, high-quality care to patients that is evidenced by good outcomes and patient feedback, listening to the people's voice to continuously learn and improve.

The role of the Patient Experience Lead is a key role that will support Haxby Groups continued drive to provide high quality, safe services by being a proactive learning…