Patient Experience Manager

Job Purpose The Patient Experience Manager will have primary responsibility for the effective management and development of the reception function, ensuring the team delivers a professional, compassionate and efficient service to patients. A key priority of the role will be leading and supporting the Reception Team Leader, who will report directly to the Patient Experience Manager, to ensure day-to-day reception operations are well organised, consistent and responsive to patient need. The second key priority will be the effective management of patient complaints and concerns, ensuring these are handled promptly, fairly and empathetically, with learning used to improve services and the overall patient experience. The postholder will maintain a regular operational presence on reception to remain closely connected to the day-to-day patient experience, understand real-time pressures within front-of-house services, and use this insight to support the Reception Team Leader, improve patient access and strengthen service delivery. The role will also support wider patient experience work, policy review, CQC readiness, quality improvement and practice governance as required. Key Responsibilities Managing Reception and Patient Services Manage and support the Reception Team Leader, who will report directly to the Patient Experience Manager Provide leadership and oversight of day-to-day reception operations, ensuring services are safe, effective, consistent and patient-focused Undertake regular scheduled reception sessions as part of the weekly rota to maintain frontline understanding and visibility Maintain a visible, approachable and supportive presence within the reception team Use frontline insight to identify improvement opportunities in access, communication, call handling and patient flow Support the reception team during periods of staff absence, increased demand or operational pressure Model excellent customer service, communication and de-escalation standards Promote consistency of approach, professional standards and compassionate patient care across the reception team Oversee room allocation, room availability and waiting lists to support effective patient services Rota Planning and Clinical Cover Plan rotas to ensure appropriate clinical and reception cover is in place across the practice Work with GP Partners and the management team to identify gaps in clinical staffing and support timely rota adjustments Help maintain safe and effective staffing levels, taking account of planned leave, training, sickness absence and service demand Support clear communication with clinical and administrative teams regarding rota changes and cover arrangements Support workforce planning, rota oversight and service resilience Organise meetings within rotas to maximise attendance Patient Engagement and Experience Develop and implement patient experience improvement plans Support communication strategies to improve patient understanding of practice services Champion equality, diversity, inclusion and accessibility in service delivery Patient Complaints and Feedback Lead the practice complaints process in line with NHS regulations and practice policy Investigate complaints thoroughly, fairly and within required timescales Record all complaints on the practice TeamNet system Draft high-quality, empathetic complaint responses for Practice Manager / GP Partner sign-off Manage informal concerns at an early stage, helping to resolve issues before escalation where possible Identify themes and trends from complaints, informal concerns, Friends and Family Test feedback and wider patient feedback Produce regular reports to the management team, highlighting learning and areas for improvement Support learning, reflection and service improvement arising from patient feedback Nursing Students, Medical Students and GP Registrars Help facilitate and organise placements for nursing students, medical students and GP registrars within the practice Coordinate induction arrangements, timetables and access requirements in collaboration with clinical supervisors and relevant administrative staff Support communication between students, registrars and practice teams to ensure placements run smoothly Assist with the organisation of teaching sessions, room availability and administrative requirements linked to training placements QOF (Quality and Outcomes Framework) and Enhanced Services Oversight Support call and recall processes with the reception clinic organisers to maximise patient engagement and achievement Support accurate coding and data quality in collaboration with relevant staff Help embed robust processes to maintain year-round QOF readiness and Enhanced Services delivery Liaise with Assistant Practice Manager to improve performance where required Review nurse rotas to ensure sufficient provision for long-term condition annual reviews, supporting QOF achievement and maximising Enhanced Services Policy Management and Governance Review, update and maintain practice policies and procedures Ensure policies remain compliant with NHS, CQC and statutory requirements Maintain a robust policy review schedule and support timely updates Support the implementation of new or updated policies across teams Promote staff awareness and adherence to key policies and procedures CQC Compliance and Quality Assurance Support the practice in maintaining CQC readiness at all times Monitor compliance with relevant regulations, standards and internal processes Coordinate audits relating to patient experience and administrative functions Support preparation for inspections and action plans following visits or reviews Promote a culture of continuous quality improvement across the practice Leadership and Team Development Manage and support the Reception Team Leader to develop the reception team Coach and develop reception team members to deliver excellent patient care Support training needs analysis and staff development plans Ensure reception appraisals are completed annually and support appropriate performance management where required Address performance, conduct or capability concerns in line with HR policy and practice procedures Promote a positive, respectful and supportive team culture Performance Standards The postholder must communicate effectively with patients, colleagues and team members Use excellent communication skills to understand complaints accurately, explain outcomes clearly and support effective resolution of concerns Recognise peoples needs for alternative methods of communication and respond accordingly Work effectively and adapt to a fast-paced environment Use Microsoft Word, PowerPoint and Excel confidently Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Job description Job responsibilities Job Purpose The Patient Experience Manager will have primary responsibility for the effective management and development of the reception function, ensuring the team delivers a professional, compassionate and efficient service to patients. A key priority of the role will be leading and supporting the Reception Team Leader, who will report directly to the Patient Experience Manager, to ensure day-to-day reception operations are well organised, consistent and responsive to patient need. The second key priority will be the effective management of patient complaints and concerns, ensuring these are handled promptly, fairly and empathetically, with learning used to improve services and the overall patient experience. The postholder will maintain a regular operational presence on reception to remain closely connected to the day-to-day patient experience, understand real-time pressures within front-of-house services, and use this insight to support the Reception Team Leader, improve patient access and strengthen service delivery. The role will also support wider patient experience work, policy review, CQC readiness, quality improvement and practice governance as required. Key Responsibilities Managing Reception and Patient Services Manage and support the Reception Team Leader, who will report directly to the Patient Experience Manager Provide leadership and oversight of day-to-day reception operations, ensuring services are safe, effective, consistent and patient-focused Undertake regular scheduled reception sessions as part of the weekly rota to maintain frontline understanding and visibility Maintain a visible, approachable and supportive presence within the reception team Use frontline insight to identify improvement opportunities in access, communication, call handling and patient flow Support the reception team during periods of staff absence, increased demand or operational pressure Model excellent customer service, communication and de-escalation standards Promote consistency of approach, professional standards and compassionate patient care across the reception team Oversee room allocation, room availability and waiting lists to support effective patient services Rota Planning and Clinical Cover Plan rotas to ensure appropriate clinical and reception cover is in place across the practice Work with GP Partners and the management team to identify gaps in clinical staffing and support timely rota adjustments Help maintain safe and effective staffing levels, taking account of planned leave, training, sickness absence and service demand Support clear communication with clinical and administrative teams regarding rota changes and cover arrangements Support workforce planning, rota oversight and service resilience Organise meetings within rotas to maximise attendance Patient Engagement and Experience Develop and implement patient experience improvement plans Support communication strategies to improve patient understanding of practice services Champion equality, diversity, inclusion and accessibility in service delivery Patient Complaints and Feedback Lead the practice complaints process in line with NHS regulations and practice policy Investigate complaints thoroughly, fairly and within required timescales Record all complaints on the practice TeamNet system Draft high-quality, empathetic complaint responses for Practice Manager / GP Partner sign-off Manage informal concerns at an early stage, helping to resolve issues before escalation where possible Identify themes and trends from complaints, informal concerns, Friends and Family Test feedback and wider patient feedback Produce regular reports to the management team, highlighting learning and areas for improvement Support learning, reflection and service improvement arising from patient feedback Nursing Students, Medical Students and GP Registrars Help facilitate and organise placements for nursing students, medical students and GP registrars within the practice Coordinate induction arrangements, timetables and access requirements in collaboration with clinical supervisors and relevant administrative staff Support communication between students, registrars and practice teams to ensure placements run smoothly Assist with the organisation of teaching sessions, room availability and administrative requirements linked to training placements QOF (Quality and Outcomes Framework) and Enhanced Services Oversight Support call and recall processes with the reception clinic organisers to maximise patient engagement and achievement Support accurate coding and data quality in collaboration with relevant staff Help embed robust processes to maintain year-round QOF readiness and Enhanced Services delivery Liaise with Assistant Practice Manager to improve performance where required Review nurse rotas to ensure sufficient provision for long-term condition annual reviews, supporting QOF achievement and maximising Enhanced Services Policy Management and Governance Review, update and maintain practice policies and procedures Ensure policies remain compliant with NHS, CQC and statutory requirements Maintain a robust policy review schedule and support timely updates Support the implementation of new or updated policies across teams Promote staff awareness and adherence to key policies and procedures CQC Compliance and Quality Assurance Support the practice in maintaining CQC readiness at all times Monitor compliance with relevant regulations, standards and internal processes Coordinate audits relating to patient experience and administrative functions Support preparation for inspections and action plans following visits or reviews Promote a culture of continuous quality improvement across the practice Leadership and Team Development Manage and support the Reception Team Leader to develop the reception team Coach and develop reception team members to deliver excellent patient care Support training needs analysis and staff development plans Ensure reception appraisals are completed annually and support appropriate performance management where required Address performance, conduct or capability concerns in line with HR policy and practice procedures Promote a positive, respectful and supportive team culture Performance Standards The postholder must communicate effectively with patients, colleagues and team members Use excellent communication skills to understand complaints accurately, explain outcomes clearly and support effective resolution of concerns Recognise peoples needs for alternative methods of communication and respond accordingly Work effectively and adapt to a fast-paced environment Use Microsoft Word, PowerPoint and Excel confidently Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.