We have a fantastic opportunity for a home-based Patient Experience Manager to join our growing team. Reporting directly to the Patient Experience Lead, the role of Patient Experience Manager is to work as a team, overseeing and improving the overall experience of EMED patients and service users. This exciting role involves gathering feedback, analysing patient experience data, and collaborating with key stakeholders to create a supportive environment focused on patient-centred care. Benefits for the role include

• Annual salary circa £31,000
• Home based with occasional national travel required
• 33 days annual leave (inclusive of bank holidays)
• Life Assurance - providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access mental health consultations.
• Access physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme - recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).
Role Responsibilities
• Oversee the management of patient complaints, ensuring timely investigation, response, and resolution in line with NHS guidelines and regulations.
• Investigate complaints from initial contact through to resolution, ensuring a patient-centred approach
• Provide leadership and support to staff in handling complaints
• Ensure all complaints are handled in accordance with the NHS Complaints Regulations and other relevant policies
• Prepare reports on complaint trends and key learning points, ensuring that insights are fed back to improve service delivery
• Act as the primary liaison between EMED and NHS Trusts to ensure patient voices are heard, and their experiences are used to inform service improvements.
• Build and maintain strong relationships with NHS Trusts, patients, carers, and other stakeholders
• Organise and facilitate patient experience forums, surveys, and feedback initiatives
• Promote a culture of patient-centred care across EMED, ensuring patient feedback is embedded into service development
• Support the implementation of the Patient Safety Incident Response Framework (PSIRF) within EMED. Maintain accurate records of patient complaints, feedback, and actions taken, ensuring data is captured and reported in compliance with NHS standards.
• Produce regular reports for the board and other stakeholders, highlighting patient experience trends and the outcomes of complaint investigations
• Monitor key performance indicators (KPIs) relating to patient experience, using data to drive improvements
• Work with the Quality and Governance teams to ensure all actions from complaints and incidents are completed and improvements are monitored
• Utilise patient feedback and complaints to drive continuous improvement.
• Identify and share learning opportunities from complaints to improve service delivery and patient satisfaction
• Develop and implement initiatives to enhance the overall patient experience across all touchpoints
  
  Demonstrable experience in managing and resolving complaints within an NHS or healthcare setting, including knowledge of the NHS Complaints Regulations (2009
• Strong interpersonal and communication skills, with the ability to interact effectively with patients, families, healthcare professionals, and senior leaders
• Problem-Solving: Proactive approach to resolving complex issues, with a strong focus on patient-centred care
• Experience in handling sensitive information, producing detailed reports, and ensuring compliance with data protection regulations
• Working autonomously and being accountable for managing own workload.
• Proven ability to engage with NHS Trusts, patients, carers, and other key stakeholders to gather feedback and improve services
• IT literate.
Desirable Skills
• Experience of PSIRF / LFPSE
• Experience in using patient feedback and complaints to lead quality improvement initiatives
• Use of Radar software
  
  The exciting merger of ERS Medical and E-Zec Medical has enabled us to rebrand, therefore as a combined business we are now known as EMED Group. We are the largest Patient Transport and Care Partner to the NHS with more than 2,500 colleagues across 50 depots. Our ambition is to continue developing transport services that improve the health and wellbeing for people across our local communities by providing transport that supports patient care, community support, secure mental health and medical courier services.
EMED Group are committed to providing equal opportunities and we endeavour to provide an inclusive and safe working culture for all. EMED Group