Patient Lead

We are looking for an experienced and compassionateindividual to join our dedicated Patient Experience and Quality Governance Teamat Haxby Group. You will work under the direction of the Associate Director of Governance and have strong working relationships with the General Managers,Deputy General Managers and Local Medical Directors across each of our citylocations.

You will play 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 fallenshort, and ensuring feedback contributes directly to continuous improvement inthe quality and safety of our services.

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

You will act as a central point of expertise, coordinating and undertaking investigations, supporting staff in resolving concerns locallywhere possible, producing quality written responses and reports, and ensuringformal complaints are handled in accordance with Regulations and Haxby Group Policy.

This is a key role in ensuring that every patient, familymember, and carer who raises a concern 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 lessons from complaints and patient feedback are clearlyidentified, shared, and used to drive improvement across the organisation.

We would love to hear from someone who has excellent peopleskills and enjoys a 'hands on approach' to working with patients and staff.

Someone who is empathetic, organised in approach, and manages sensitive andcomplex issues with well developed communication skills.

Haxby Group is a high-quality, community-based healthcareorganisation, with general practice at its heart. We deliver exceptional carefrom across York, Scarborough, and Hull, serving more than 95,000 patients.

Haxby Group has been rated outstanding by the Care Quality Commission (CQC) inYork and Hull. and good 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 actively involved in research projects with the aim of improvingpatient care, and our digital-first ethos has contributed to reducing waitingtimes for access to services.

Our large and diverse team of Doctors, Nurses and Advanced Practitioners have decades of expertise, providing a range of care in 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.

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 organisation.

The postholder will monitor, investigate and respond to patient complaints and monitor patient compliments and feedback in collaboration with the local Management and Clinical Teams. The role will operate across York, Hull and Scarborough practices, and will be supported by a Patient Experience Team Administrator based in each of our three places and who cover the other locations when colleagues are absent.

The post holder will provide support to the General Management Team, Associate Director of Governance and Director of Clinical Governance in relation to local and wider system learning from complaints.

You mustwork at all timeswithin your own competence and use your own judgement,knowledge and common sense in your day-to-day activities.

This role will ensure that:

• The voice of the patient (and relatives/carers) is…