Patient Experience and Governance Manager

Patient Experience and Governance Manager

The PatientExperience and Governance Manager is responsible for ensuring the GP Practicedelivers high-quality patient services while maintaining robust governance,compliance, and risk management. This role oversees patient complaints andfeedback, drives service improvements, ensures regulatory compliance, andsupports the leadership team in operational and strategic initiatives.

The roleinvolves working in Partnership with the Practice CQC Manager / GP Partner,Practice Manager and wider Management Team.

Channel View Medical Group is a friendly, forward-looking Practiceproviding care and support for approximately 22,500 patients in Teignmouth,Chudleigh, Shaldon & Bishopsteignton. We employ a full range of medical andclerical staff to provide the best possible care to our varied patient group.We are part of The Coastal Primary Care Network (PCN) within Teignmouth/Dawlishalongside Dawlish Medical Group. Being part of a PCN enables us to share andgain knowledge and expertise between the different surgeries.

The successful Manager will ideally have Primary Care experience. However, this is not essential if they havemanagerial experience and meet the person specification.

For those considering applying, we welcome an informal visit to thePractice to gain a better understanding of the role and the team. For more information on the role or toarrange a visit visit, please contact Michelle Smith on 01626 771206 or at m.smith19@nhs.net

Main duties of the job

Please see below a brief overview of the key responsibilities. Please refer to the attached job description for full details:

Governance and Compliance

Patient Experience and Complaints Management

Operational and Team Support

Leadership and Stakeholder Engagement

Job responsibilities

Governanceand Compliance

Maintainoversight of the Practices compliance with CQC standards, NHS policies, andother relevant regulations.

Develop,implement, and maintain internal governance and compliance policies tailored toa primary care setting.

Conductregular audits and risk assessments, identifying gaps or areas for improvementand implementing corrective actions.

Maintainthe Practice Risk Register and ensure all risk assessments are regularlyupdated.

Prepareand coordinate documentation for inspections, audits, and external reviews.

Producereports on compliance, governance, and risk management for the Management Teamand Partners.

Recordand monitor significant events, ensuring follow-up and appropriate action plansare implemented.

PatientExperience and Complaints Management

Lead thecoordination and investigation of patient complaints, working with clinical andadministrative teams to ensure timely and thorough responses.

Draftprofessional written responses to patients and oversee the implementation ofimprovements following complaints.

Maintainaccurate, confidential, and up-to-date records of complaints, outcomes, andlearning.

Analysetrends from complaints and patient feedback to identify service improvements.

Preparelearning summaries and reports for the Management Team and Partners to informdecision-making.

Operationaland Team Support

Supportthe Practice Manager in day-to-day operations, ensuring staff achieve theirresponsibilities and maintain excellent patient service.

Contributeto change initiatives, such as service delivery improvements, pathway updates,and contract compliance.

Deliveror coordinate staff training and briefings on governance, compliance, andpatient experience.

Contributeto recruitment, induction, and staff development in line with Practicepolicies.

Leadershipand Stakeholder Engagement

Act as akey member of the Leadership Team, providing insights into patient experience,compliance, and governance.

Engagewith internal and external stakeholders to gain buy-in for governance andservice improvement initiatives.

Participatein the duty manager rota, providing operational oversight and serving as apoint of contact for staff and management.

This jobdescription is not exhaustive and may be adjusted periodically after review andconsultation. You will also be expectedto carry out reasonable duties which may be requested from time to time.

About us

Based in the vibrant seaside town ofTeignmouth, Channel View offers the perfect blend of professional challenge andexceptional quality of life. With beaches, coastal walks, the South West CoastPath, and easy access to Exeter, Dartmoor and the wider Devon countryside, thisis an ideal location to balance a fulfilling career with a stunningenvironment.

Channel View Medical Group is a multi disciplined team, lead by 4 GP Partners and one managing Partner, with sites at Teignmouth, Shaldon, Bishopsteignton and Chudleigh.

For those considering applying, we welcomean informal visit to the Practice for an opportunity to meet the currentpost-holder and to gain a better understanding of the role and the team. Please use the details in the job advert to arrange this.

Person Specification

Specific Skills

• Excellent communication and interpersonal skills
• Strong organisational and time management skills
• Ability to analyse information, solve problems, and prioritise workload
• Ability to work independently and as part of a team
• Experience of delivering training or supporting staff development
• Knowledge of CQC standards or NHS governance requirements
• Experience handling complaint investigations

Qualifications

• Good general education to A Level or equivalent
• GCSE English and Mathematics (Grade C / 4 or above)
• Commitment to ongoing professional development
• Governance, compliance or quality improvement training

Experience

• Experience working in a professional or regulated environment
• Experience of following policies and procedures
• Experience of handling confidential information
• Experience of producing reports or maintaining accurate records
• Experience in primary care, the NHS, or healthcare
• Experience of complaints handling, governance, compliance, or quality improvement

Requirements due to work environment / conditions

• Flexibility to work outside of core office hours
• Maintains confidentiality at all times

Personal Qualities

• Able to handle sensitive information with discretion and maintain confidentiality at all time
• Strong problem solving abilities with a proactive and solution-orientated approach to challenges
• High levels of integrity and loyalty
• Ability to work under pressure and adapt to competing priorities
• Ability to influence and gain buy-in from stakeholders
• Strategic thinking and service improvement mindset

Physical Effort

• Work in the office environment including periods based at work station, computer / keyboard skills and dealing with distractions and interruptions.

Emotional and Mental Effort

• Work autonomously and manage their own area and workload
• Have periods of working independently in isolation
• Require high levels of motivation and a positive approach
• Require a high standard of written and oral presentation skills

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.