Head of Patient Experience in Chichester inChichester PUBLISHED WED 11 JUN 2025 Jump to job information section
The Croft Practice rNgYsBSC
Job description
As a core member of the leadership team, the Head of Patient Experience will lead on ensuring excellent standards of care, communication, and responsiveness across all aspects of the patient journey. This includes leading the Patient Participation Group (PPG), managing formal complaints, overseeing the Significant Events and Risk Register, and embedding learning from patient feedback into daily practice.
The postholder will also be responsible for managing patient surveys and feedback channels, analysing themes, and working with colleagues to improve services. They will champion equality, accessibility, and inclusion to ensure a positive experience for all patients.
This postholder will work closely with the Head of People & Policy and Head of Business and Operations to deliver the strategic objectives of the Managing Partner and to support CQC inspections.
About us
Patient Engagement and PPG
1. Lead all aspects of the Patient Participation Group PPG, in line with GMS contract responsibilities.
2. Plan, coordinate, and facilitate regular PPG meetings.
3. Develop and distribute PPG newsletters and updates.
4. Maintain a positive, representative, and motivated PPG that contributes meaningfully to Practice development.
5. Embed the patient voice in the strategic and operational direction of the Practice
Complaints Management
1. Manage formal complaints that have been escalated by the Duty Manager. This include a formal acknowledgement process.
2. Conduct thorough, timely investigations and draft professional and empathetic responses.
3. Identify recurring issues and ensure organisational learning is captured and disseminated.
4. Liaise with patients and families where required to promote resolution and transparency.
5. Complete the annual KO41b general practice written complaints data collection.
Patient feedback and Surveys
1. Lead on the design, collection, and reporting of patient feedback (e.g., Friends & Family Test, digital reviews, surveys).
2. Regularly analyse trends in patient experience and report insights to leadership.
3. Act on feedback themes, collaborating with Managers and Leads to implement and evaluate changes such as training opportunities or process updates.
4. Co-ordinate a You said, we did approach to communicating actions taken to our patients and staff.
Accessibility, Inclusion & Patient-Facing Communications
1. Ensure the Practice is accessible and inclusive to all patient groups, including those with additional communication needs.
2. Lead on the development, coordination, and quality assurance of all patient facing communications, including:
3. Maintain the Practice Website
4. Contribute to social media platforms including Facebook and LinkedIn, monitoring patient interactions on social media, responding appropriately and ensuring any feedback is followed up through the correct channels.
5. Champion equality, diversity and inclusion in all aspects of patient communication and engagement.
Leadership & Strategy
1. Contribute to the delivery of the organisations strategy.
2. Take a leading role in the preparation for CQC inspections, ensuring evidence of compliance with patient experience areas.
3. Work in collaboration with the Heads of Department to ensure alignment of patient and operational policies.
4. Deputise for senior leaders as required.
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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