At a Glance
- Tasks: Lead the patient experience journey from first contact to post-treatment, ensuring premium service.
- Company: Join Six Physio, a leader in patient care with a focus on exceptional experiences.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Other info: Opportunity to shape the future of patient experience in a dynamic healthcare setting.
- Why this job: Make a real difference in patients' lives by enhancing their experience at every touchpoint.
- Qualifications: Experience in patient care and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
Purpose of the role
The Head of Patient Experience is a Senior role across the Six Physio Business Unit. It owns the experience from first contact through to post-treatment rebooking, discharge and beyond. The role sets standards and builds systems to ensure every patient receives a consistently premium experience across all clinics and champions the moments that matter for patient experience. The role supports the overall leadership and development of the Front of House Team and works together with all leaders on their mission to improve Patient Experience. The aim is to elevate the Six Physio experience from consistent to genuinely remarkable and to build the conditions that make every patient enjoy and positively share their experience at Six Physio.
Key Accountabilities
- Patient Experience Ownership
- Champion the moments that matter most for patient experience, satisfaction and personal referral.
- Own, maintain and improve a patient journey across all clinics, from a patient’s initial engagement with Six through to discharge, and personal recommendations.
- Define, document and embed an outstanding experience standard across Six Physio – ensuring consistency of such an experience across all sites, for all patients.
- Ensure that clinics are maintained to a premium level using clinic inspections and feedback processes to drive measurable improvement.
- Performance and Insight
- Track and improve NPS, call answer rates, rebooking rates, cancellation rates and dropout rates as live performance indicators — with monthly reporting against a Q1 baseline.
- Utilise CRM pathways, celebrate the ‘refer a friend’ and personal recommendation KPIs. Recognise returning patients and those who are actively promoting our services.
- Report on Patient Experience performance to the SLT, providing the team with clear data and recommendations.
- Use feedback, forum sessions and direct insight to continuously refine the experience offer.
- Systems and Infrastructure
- Act as the patient management system’s front-end lead — daily issue management, escalation resolution and onboarding of new starters.
- Own telephony performance, working with the Operations Lead on call capture improvement.
- Develop and maintain all Front of House process guides, training manuals and onboarding documents and processes — ensuring they are live, used and updated.
- Lead Front of House integration for new clinic openings, including staff onboarding, TM3 setup and experience standards induction.
- Support and lead the Front of House team with ad hoc and special projects such as new service or clinic setups and system developments.
- Team Management and Learning
Head of Patient Experience employer: Six Physio
At Six Physio, we pride ourselves on being an exceptional employer that prioritises the well-being and development of our team members. Located in a vibrant community, we offer a supportive work culture that fosters collaboration and innovation, alongside opportunities for professional growth and advancement. Our commitment to delivering a remarkable patient experience is matched by our dedication to creating a fulfilling workplace where every employee can thrive and make a meaningful impact.
