Patient Engagement Officer
| Posting date: | 23 January 2026 |
|---|---|
| Salary: | £15.44 per hour |
| Additional salary information: | £15.44 an hour |
| Hours: | Full time |
| Closing date: | 15 February 2026 |
| Location: | Lichfield, WS13 6JL |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A3128-26-0000 |
Summary
Patient Engagement Officer (25 hours per week) Reports to: Business Manager Job Summary: To manage and deal with all aspects of patient communication, including PPG, complaints management, website information, and Significant Events. Patient Liaison Responsible for the 'westgatepractice.feedback' email address checking daily for messages and dealing with these as appropriate To undertake regular checks of website information and update such as staff arrive and leave. Developing and implementing new and innovative ways to facilitate patient engagement Review patient services and monitor/uphold patient compliance Patient Feedback To deal with patient complaints in accordance with our patient complaint process and policy. To investigation and provide appropriate responses to patients. Where possible minimising formal complaints. Annual KO41b submission Administration of Friends and Family Test (including submission of figures in CQRS) and other patient feedback Clinical Governance including handling of Complaints Policies/protocols developing and implementing policies relating to patient services To review and action feedback from Annual GP Practice surveys To consider patient surveys Patient Participation Group To arrange and set regular meetings with the PPG. To work closely with the practice partner lead for the PPG and Chair of the PPG To undertake reviews of PPG membership, structure and roles To produce, distribute and publish PPG minutes Patient Communications To be responsible for patient newsletters, content and publication To manage the practice website and ensure a full review is undertaken and the practice is able to utilise the website to its fullest. To inform patients of all Practice closures, PLT sessions and anything which may impact on services To conduct monthly website review of information and to add relevant statements, practice news, newsletters and PPG minutes To add patients communications to Practice Facebook Page To communicate any local group meetings for CASS, Dementia, support groups via social media Reporting To produce monthly reports for Operations Committee meetings in relation to patient complaints received, website hits and usage, and any other as required (To be provided to Head of Practice) To report Complaint data on a bi-annual basis To report Significant Event data on a quarterly basis Significant Events Check submitted forms to ensure all data required is recorded Ensure all staff involved have contributed and are aware of the recorded Significant Event Review all Significant Events with practice partner lead Record all outcomes and learning To arrange and set up quarterly meetings to discuss and review all Significant events. Present data and trends quarterly to multi-disciplinary team To keep an updated log of all actions and outcomes The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post. Flexibility is essential at all times to ensure that the Practice is well staffed, especially to cover holiday and sickness. Staff may be required to work at any of the Practices premises. Changes in Primary Care: The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given.