Patient Experience Lead
| Posting date: | 11 November 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 25 November 2025 |
| Location: | Scarborough, YO11 1UB |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1803-25-0018 |
Summary
This role will ensure that the voice of the patient (and relatives/carers) is heard and responded to appropriately, proportionately and with compassion and respect, providing an identifiable, accessible service to assist patients, relatives and carers with queries, compliments, concerns and complaints. The Patient Experience Team (PET) is supported to engage effectively with patients, their families and carers, thus gaining a better understanding and insight into issues and complaints raised. Manage the day-to-day complaints handling process, under the direction of the Head of Patient Experience. All complaints are managed in line with the requirements set down nationally through the Local Authority Services and NHS Complaints (England) Regulations. All complaints are handled in accordance with the Parliamentary and Health Service Ombudsman NHS Complaint Standards, and Haxby Group Values, Policies and Standard operating procedures. Maintain a live tracker of all cases and ensure complaints recording is contemporaneous and accurate. Maintain the highest standards in investigating and responding to patient concerns and complaints, ensuring opportunities are identified to resolve issues to the satisfaction of the complainant / patient at the earliest opportunity. Lead the Patient Experience Team Administrators to use skills of empathy, influence, mediation and negotiation to help achieve the most appropriate resolution to a complaint. Provide expert advice and support for all complaints investigators in all aspects of the complaint handling process, providing training and support to all staff involved in the process. Ensure a robust process is in place to identify and escalate issues from contacts received that require immediate action, e.g. safeguarding issues, professional conduct and significant quality or safety concerns. Close monitoring of complaints and patient feedback data including undertaking detailed analysis of themes and learning through regular reports. Providing support for the practice complaints meetings and engaging in other quality governance meetings as required. Support Clinicians, Managers and staff across the organisation in processes to learn from patient complaints, compliments and feedback, ensuring accurate identification of issues from contacts with patients, relatives and carers to help drive service improvement.