Patient Experience Lead
| Posting date: | 12 January 2026 |
|---|---|
| Salary: | £15.69 to £19.86 per hour |
| Additional salary information: | £15.69 - £19.86 an hour |
| Hours: | Full time |
| Closing date: | 01 February 2026 |
| Location: | York, YO24 3BU |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A3172-26-0001 |
Summary
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 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,knowledgeand common sense in your day-to-day activities. Patient Experience Lead Responsibilities: 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 organisation engages effectively with patients, their families and carers, thus gaining a better understanding and insight into issues and complaints raised. Support, guide and advise colleagues how to navigate the complaints process with empathy and understanding. Manage the day-to-day complaints handling process supported by the Patient Experience Team Administrators under the post holders direct Line Management. 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, supported by the Patient Experience Team Administrators. 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. Use skills of empathy, influence, mediation and negotiation to help achieve the most appropriate resolution to a complaint. Provide expert advice during all aspects of complaint investigations and throughout 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.