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Patient Engagement Officer
| Posting date: | 13 November 2025 |
|---|---|
| Salary: | £30,000.00 per year |
| Additional salary information: | £30000.00 a year |
| Hours: | Full time |
| Closing date: | 12 December 2025 |
| Location: | Plymouth, PL5 1PL |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A2381-25-0035-PLYM |
Summary
Role Overview The Patient Engagement Manager is a pivotal role within Mayflower Medical Group, responsible for leading the Practices 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 ManagementOversee 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 ReviewCoordinate 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 CoordinationLead and facilitate quarterly Patient Participation Group meetings, ensuring meaningful patient involvement in service planning and evaluation. Develop agendas, report on outcomes, and implement patient suggestions where feasible. Patient Communication ChannelsDevelop 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 AdvocacyServe as a liaison between patients and the Practice, ensuring that patient concerns, suggestions, and feedback are heard and acted upon. Promote transparency, trust, and open communication. Engagement Strategy DevelopmentDevelop strategies to enhance patient engagement, using patient feedback, data analytics, and insights from significant incidents and complaints to inform initiatives. Performance MetricsEstablish key performance indicators (KPIs) for patient engagement, complaints resolution, and incident review, ensuring the Practice can monitor effectiveness and identify areas for improvement. Patient Education ProgramsDevelop, implement, and manage programs to inform and empower patients about their health, treatment options, and preventive care. This may include workshops, support groups, and online resources. Support Groups and WorkshopsFacilitate support groups and workshops addressing the needs of different patient demographics. Ensure these programs are inclusive, accessible, and aligned with patient feedback and community needs. Compliance and StandardsEnsure all patient engagement activities, complaints handling, and incident reviews comply with relevant healthcare standards, NHS guidelines, and organisational policies. Patient Experience EnhancementsContinuously identify opportunities to enhance the patient experience, integrating feedback into practice processes, and ensuring patients feel heard, respected, and involved in their care. ReportingProvide detailed reports to the Practice Manager, governance teams, and the wider organisation (Fuller & Forbes Healthcare Group) on complaints, incidents, PPG activity, and engagement outcomes Flexibility is essentialthe post holder must be willing to work at other branch sites as required, temporarily Summary The Patient Engagement Manager ensures that patients are at the centre of care by overseeing formal complaints, significant incident reviews, and PPG activity, while also promoting engagement through feedback systems, education programs, and health initiatives. The role requires strategic thinking, operational expertise, and strong collaboration with staff and patients to enhance satisfaction, improve outcomes, and ensure compliance with healthcare standards. This position is critical to delivering an inclusive, patient-centred approach across Mayflower Medical Groups five Plymouth sites, aligned with the wider goals of Fuller & Forbes Healthcare Group, supporting sustainable, high-quality primary care services for the community.