Quality and Patient Engagement Manager

The post holder will lead the Quality and Patient Engagement team and be a key point of contact for service users a, supporting care delivery. They will oversee complaints, significant events and patient safety processes, ensuring timely investigation, follow-up and learning how to improve services and patient safety. They will need to demonstrate excellent customer care across a range of communication channels, helping resolve concerns and improve the patient experience. Working closing with clinical and managerial teams, they will oversee quality reviews, audits, policies, CQC evidence, iGPR processes and data breach management. They will support meaningful patient engagement and help ensure services are responsive, patient-centred and compliant with relevant standards.,

• Lead and manage the Quality team, including workloads, performance, appraisals and development.
• Manage complaints and significant events, ensuring timely investigation, responses and follow-up action.
• Coordinate Duty of Candour and patient safety processes, including LFPSE reporting and escalation of risks.
• Liaise with external organisations, NHS Resolutions and solicitors regarding investigations and negligence claims.
• Produce quality reports, identifying trends, learning and opportunities for improvement.
• Coordinate clinical and non-clinical audits and monitor quality improvement actions.
• Lead patient engagement, responding sensitively to concerns and using feedback to improve services.
• Manage Patient Participation Group meetings and encourage meaningful patient involvement.
• Oversee iGPR requests, Information Governance, confidentiality and data breach processes.
• Coordinate practice policies, compliance and CQC evidence, monitoring gaps and outstanding actions.
  
  We are a friendly GP practice with over 70 years of history, lead by a stable forward-thinking partnership that is ready to embrace the new look of Primary Care.
We have four sites and over 46,000 patients spread across the city of Derby.

We seek someone who is keen to become a part of a growing and supportive team and is looking to work in an ambitious practice. In return, Lister House Surgery will offer you the following benefits:
• Generous holiday entitlement
• NHS Pension Scheme
• Access to a variety of NHS discounts
• Employee EAP well-being support
• Employee discounts