Patient Experience Lead

The Patient Experience Lead will coordinate and oversee patient experience across the PCN, ensuring that complaints, learning events, significant events, and patient engagement are managed consistently, efficiently, and effectively. The postholder will translate patient feedback into service improvements, ensure accurate reporting, and support practice teams to embed a culture of learning and continuous improvement. The role is supported by a Patient Experience Admin Assistant for operational delivery.

Main duties of the job

Lead PCN-wide governance, quality, and compliance relating to:

• Patient complaints, concerns, compliments, and feedback
• Internal learning events and significant events
• Develop and maintain SOPs, ensuring consistent application across practices
• Ensure accurate statutory and contractual reporting including KO14b.
• Oversee the end-to-end complaints process, assuring timely acknowledgement, investigation, response quality, and organisational learning.
• Coordinate the review and follow-up of learning events and significant events, ensuring actionable learning is captured, implemented, and reported.
• Maintain central dashboards and logs for complaints, learning events, and significant events; produce monthly and quarterly reports highlighting themes, risks, and improvement actions for PCN leadership.
• Lead strategic development of patient engagement and involvement, including modernising engagement approaches and coordinating PPGs at practice and PCN level.
• Translate patient insight e.g. FFT, surveys, PPG feedback, complaints into tangible service improvements and evidenced through you said, we did actions.
• Line-manage and support a Patient Experience Admin Assistant, providing clear direction, delegation, and oversight ensuring effective operational delivery.

About us

Brownlow is proud to be an exceptional employer, offering strong support for staff wellbeing through a dedicated wellbeing team and a wide range of benefits and incentives. These include protected study leave with a financial allowance and a comprehensive six-month mentorship and induction programme.

We are committed to equality, diversity, and inclusion, and aim for our workforce to reflect the diverse community we serve. We actively encourage applications from individuals who identify as having protected characteristics, particularly those with linguistic diversity, members of the LGBTQ+ community, people from Black, minority ethnic or minority faith backgrounds, and those who are disabled and/or neurodiverse. We recognise that structural and systemic barriers may discourage some groups from applying, and we welcome feedback on any such barriers so we can work to address them.

Extended access sessions will form part of your contracted hours. If you are successful at interview and are registered with any Brownlow practice, you will be required to change practices as a condition of employment.

Other job locations include:

• Ropewalks Surgery, 26 Argyle Street, L1 5DL
• Kensington Neighbourhood Centre, 157 Edge Ln, Liverpool L7 2PF
• Marybone Health Centre, 2 Vauxhall Rd, Liverpool L3 2BG

Job responsibilities

100% compliance with complaints, learning events, and significant events processes.

On-time delivery of monthly dashboards and quarterly reports, with accurate KO14b submissions.

Evidence of at least one patient-led improvement action per practice per year, informed by complaints, FFT, or PPG feedback.

Evidence of at least one operational improvement action per year, informed by learning events, or significant events.

PPG activity supported across all practices, with a minimum of one engagement output per practice per year.

Positive feedback from practices regarding clarity, consistency, and support in complaints handling.

Demonstrable reduction in escalation of complaints through effective management and learning.

Person Specification Qualifications

• Degree-level qualification or equivalent

Experience

• Experience in patient experience or complaints management
• Strong organisational and administrative skills, with ability to manage multiple priorities
• Effective written and verbal communication skills
• NHS primary care or similar healthcare settings
• Data analysis and familiarity with dashboards, reporting tools, and NHS reporting requirements
• Experience with Patient Participation Groups or patient engagement initiatives

Skills

• Leadership and line management
• KO14B knowledge

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.