Job overview
Closing Date 2nd August
The Patient Experience and Governance Manager is responsible for ensuring the GP Practice delivers high-quality patient services while maintaining robust governance, compliance, and risk management. This role oversees patient complaints and feedback, drives service improvements, ensures regulatory compliance, and supports the leadership team in operational and strategic initiatives.
The role involves working in Partnership with the Practice CQC Manager / GP Partner, Practice Manager and wider Management Team.
Channel View Medical Group is a friendly, forward-looking Practice providing care and support for approximately 22,500 patients in Teignmouth, Chudleigh, Shaldon & Bishopsteignton. We employ a full range of medical and clerical staff to provide the best possible care to our varied patient group. We are part of The Coastal Primary Care Network (PCN) within Teignmouth/Dawlish alongside Dawlish Medical Group. Being part of a PCN enables us to share and gain knowledge and expertise between the different surgeries.
The successful Manager will ideally have Primary Care experience. However, this is not essential if they have managerial experience and meet the person specification.
For those considering applying, we welcome an informal visit to the Practice to gain a better understanding of the role and the team. For more information on the role or to arrange a visit visit, please contact Michelle Smith on 01626 771206 or at [email protected]
Key Responsibilities:
Governance and Compliance
· Maintain oversight of the Practice’s compliance with CQC standards, NHS policies, and other relevant regulations.
· Develop, implement, and maintain internal governance and compliance policies tailored to a primary care setting.
· Conduct regular audits and risk assessments, identifying gaps or areas for improvement and implementing corrective actions.
· Maintain the Practice Risk Register and ensure all risk assessments are regularly updated.
· Prepare and coordinate documentation for inspections, audits, and external reviews.
· Produce reports on compliance, governance, and risk management for the Management Team and Partners.
· Record and monitor significant events, ensuring follow-up and appropriate action plans are implemented.
Patient Experience and Complaints Management
· Lead the coordination and investigation of patient complaints, working with clinical and administrative teams to ensure timely and thorough responses.
· Draft professional written responses to patients and oversee the implementation of improvements following complaints.
· Maintain accurate, confidential, and up-to-date records of complaints, outcomes, and learning.
· Analyse trends from complaints and patient feedback to identify service improvements.
· Prepare learning summaries and reports for the Management Team and Partners to inform decision-making.
Operational and Team Support
· Support the Practice Manager in day-to-day operations, ensuring staff achieve their responsibilities and maintain excellent patient service.
· Contribute to change initiatives, such as service delivery improvements, pathway updates, and contract compliance.
· Deliver or coordinate staff training and briefings on governance, compliance, and patient experience.
· Contribute to recruitment, induction, and staff development in line with Practice policies.
Leadership and Stakeholder Engagement
· Act as a key member of the Leadership Team, providing insights into patient experience, compliance, and governance.
· Engage with internal and external stakeholders to gain buy-in for governance and service improvement initiatives.
· Participate in the duty manager rota, providing operational oversight and serving as a point of contact for staff and management.
This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out reasonable duties which may be requested from time to time.
Qualifications and Training
Essential:
· Good general education to A Level or equivalent
· GCSE English and Mathematics (Grade C/4 or above)
· Commitment to ongoing professional development
Desirable:
· Relevant professional qualification or equivalent experience
· Leadership or management qualification
· Governance, compliance or quality improvement training
Knowledge and Experience
Essential:
· Experience working in a professional or regulated environment
· Experience of following policies and procedures
· Experience handling confidential information
· Experience of producing reports or maintaining accurate records.
Desirable:
· Experience in primary care, the NHS, or healthcare
· Experience of complaints handling, governance, compliance, or quality improvement
Specific skills
Essential:
· Excellent communication and interpersonal skills
· Strong organisational and time management skills
· Good IT skills, including Microsoft Office
· Ability to analyse information, solve problems, and prioritise workload
· Ability to work independently and as part of a team
Desirable:
· Experience of delivering training or supporting staff development
· Knowledge of CQC standards or NHS governance requirements
· Experience handling complaint investigations
Personal Qualities
Essential:
· Able to handle sensitive information with discretion and maintain confidentiality at all times
· Strong problem solving abilities with a proactive and solution - orientated approach to challenges
· High levels of integrity and loyalty
· Ability to work under pressure and adapt to competing priorities
Desirable:
· Ability to influence and gain buy-in from stakeholders
· Strategic thinking and service improvement mindset
Requirements due to work environment / conditions
· Flexibility to work outside of core office hours
· Disclosure Barring Service (DBS) check
· Maintains confidentiality at all times
Physical Effort
·Work in the office environment including periods based at work station, computer / keyboard skills and dealing with distractions and interruptions
Emotional Effort
Work autonomously and manage their own area and workload
Mental Effort
· Have periods of working independently in isolation
· Require high levels of motivation and a positive approach
· Require a high standard of written and oral presentation skills
Pay: From £37,000.00 per year
Work Location: In person
