Patient Manager

Job Summary

A exciting opportunity has arisen for an enthusiastic and self‑motivated Patient Experience Manager to champion the Patient Voice of our local community. We are looking for a highly organised individual who is passionate about working with patients and staff and the wider voluntary and community sector to ensure that the Patient Experience at Adur Health Partnership is the best it can be.

The post holder will support Adur Health Partnership’s efforts to foster outstanding patient experience and engagement. They will be an active and enthusiastic member of the practice team, on patient experience and engagement, encouraging the patient voice and coordinating diverse patient feedback and engagement through a variety of methods.

Candidates must be conscientious and compassionate, with confidence to work autonomously and as part of a wider practice team, and proficient in Microsoft software (Word, Excel, Outlook, PowerPoint, Teams).

Our mission at Adur Health Partnership is to support and improve the health and well‑being of the community we serve. We want to do this by providing a resilient, sustainable and thriving general practice service to our community, working with our patients to provide care which is high quality, individualised, responsive, effective and efficient. We want to reduce health inequalities through personalised and proactive work, working closely with other health and social care providers, with a clear commitment to inter‑professional team engagement and MDT working in collaboration with partners and patients.

We strive to work with our staff to create an environment that encourages improvement and innovation, with a focus on wellbeing and shared learning, to allow us to provide the best possible care to our patients.

The partnership consists of 9 doctors and one Managing Partner, and the practice serves a population of over 36,000 patients across Shoreham and Southwick, across four practice premises. The practice employs a comprehensive interdisciplinary team of professionals who will consistently strive to exceed patient expectations to ensure their experience at the practice is as comfortable and stress‑free as possible.

• Coordinate all aspects of AHP’s patient feedback, including comments, compliments and complaints, patient participation groups and patient engagement.
• Lead on a range of initiatives, providing management support to ensure that patients, relatives and carers are heard and can give feedback effectively at different points in their journey.
• Work with AHP’s Senior Leadership Team (GP Partners, Managing Partner and Executive Directors) to ensure statutory and organisational requirements are met and that complaint handling delivers the best outcome for the patient and optimal learning for the organisation.
• Analyse trends and themes in relation to patient feedback, complaints and compliments; develop, agree, implement and evaluate action plans.
• Facilitate effective communication at all levels with stakeholders to deliver successful outcomes.
• Promote and coordinate the Patient Engagement Group (PEG); act as liaison with external stakeholders such as Healthwatch.
• Organise and chair monthly Patient Engagement Group meetings alongside the Executive.
• Develop and promote a caring environment where equality and diversity issues are respected and patients are enabled to be partners in their care.
• Develop strategies for communication between staff, patients and their relatives, recognising barriers to understanding.
• Lead in the development of effective systems to gather patient, relative and carer feedback on their experience of care.
• Support AHP teams with interpretation and analysis of patient experience feedback relevant to their areas.
• Monitor trends and themes and analyse patient feedback data from multiple sources (real‑time patient feedback, complaints & compliments, significant events, Google reviews, NHS website reviews, Friends and Family Test responses, national patient surveys, AHP-designed questionnaires).
• Ensure appropriate comments and responses are posted to all public reviews in a timely fashion, demonstrating responsiveness to…