Patient Engagement Officer in Plymouth

Working Pattern: 20-25 hours per week but would need to be set hours/pattern, ideally 5 hours per day, across 4/5 days depending on preference for hours. Non-working day is completely negotiable.

The Patient Engagement Officer plays a pivotal role in overseeing the Practice's patient engagement and experience initiatives, with a particular focus on formal complaints, significant incident reviews, and regular patient engagement sessions. This role ensures that patients are actively involved in their healthcare journey and that the Practice responds effectively to concerns, fostering positive relationships between patients and the Practice.

Main duties of the job include:

• Managing the formal complaints process
• Coordinating reviews of significant incidents
• Leading quarterly Patient Participation Group (PPG) meetings to gather and act on patient feedback

The Patient Engagement Manager will work closely with clinical teams, administrative staff, and the Practice Manager to identify opportunities for improving patient satisfaction and loyalty. Using data analytics, patient feedback, and current healthcare trends, this role aims to create an inclusive, patient-centered environment. The manager is expected to implement best practices in patient engagement to enhance service delivery, improve health outcomes, and ensure compliance with healthcare standards.

About us:

Mayflower Medical Group is a PCN of five GP surgery sites across Plymouth. These sites include:

• Stirling Road Surgery
• Ernesettle Medical Centre
• Trelawny GP Surgery
• Mannamead Surgery
• Mount Gould Medical Centre

The combined patient list across the five sites is around 35,000 to 40,000 patients.

Key Responsibilities:

• Oversee the formal complaints process from initial receipt to resolution, ensuring timely, thorough investigation and response in line with NHS standards and Practice policy.
• Coordinate reviews of significant incidents, ensuring lessons are shared across the Practice.
• Lead and facilitate quarterly Patient Participation Group meetings, ensuring meaningful patient involvement in service planning and evaluation.
• Develop and maintain effective channels for patient communication, including digital platforms, telephone systems, and in-person services.
• Serve as a liaison between patients and the Practice, ensuring that patient concerns, suggestions, and feedback are heard and acted upon.
• Develop strategies to enhance patient engagement, using patient feedback, data analytics, and insights from significant incidents and complaints to inform initiatives.
• Establish key performance indicators (KPIs) for patient engagement, complaints resolution, and incident review.
• Develop, implement, and manage programs to inform and empower patients about their health, treatment options, and preventive care.
• Facilitate support groups and workshops addressing the needs of different patient demographics.
• Ensure all patient engagement activities, complaints handling, and incident reviews comply with relevant healthcare standards, NHS guidelines, and organisational policies.
• Continuously identify opportunities to enhance the patient experience, integrating feedback into practice processes.
• Provide detailed reports to the Practice Manager, governance teams, and the wider organisation on complaints, incidents, PPG activity, and engagement outcomes.

Flexibility is essential. The post holder must be willing to work at other branch sites as required, temporarily.

Person Specification:

Essential:

• Strong understanding of patient engagement, complaints handling, and clinical governance processes.
• Excellent communication, advocacy, and interpersonal skills to build positive relationships with patients, staff, and external stakeholders.
• Ability to analyse data, track performance metrics, and translate insights into actionable improvements.
• Knowledge of NHS policies, healthcare regulations, and patient experience best practices.
• Flexible, adaptable, and able to work across multiple sites and varied schedules.

Qualifications:

Essential:

• GCSE grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care

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 to check for any previous criminal convictions.

Employer details:

Employer name: Fuller and Forbes Partnership

Address: Mayflower Medical Group, Stirling Road, Plymouth, PL5 1PL

Employer's website: http://bramleyonline.co.uk/