• Job Description

  Req#: A5287-25-0017?language=en&page=40&sort=publicationDateDesc

  Job summary

  This is a leadership opportunity within Lister House Surgery, aimed at improving service quality, patient safety, and overall patient experience.

  The post holder will be a key point of contact for service users, supporting care delivery and playing a central role in the management of complaints and significant events. They will help ensure timely investigations, follow up, and learning from these events to support service improvement and patient safety. They will demonstrate excellent customer care across various channels, helping resolve concerns and improve service quality.

  Th role includes maintaining accurate records, facilitating audits and reviews, producing reports, and contributing to continuous improvement. The post holder will also coordinate and facilitate meetings, working closely with clinical and managerial teams to ensure services are responsive, patient-centred, and compliant with the relevant standards and policies.

  Main duties of the job

  • Investigate and manage complaints and significant events; identify trends and drive service improvements
  • Produce monthly and annual quality reports including complaints, SEAs, and compliments
  • Maintain accurate records and facilitate clinical and non-clinical audits
  • Coordinate and support the Patient Participation Group and patient feedback mechanisms
  • Ensure practice policies are kept up to date and compliant with regulatory standards using CQC systems
  • Support staff development through training coordination and contribute to practice-wide improvement projects
  • Act as a 'critical friend' within the practice to promote quality, safety, and responsiveness in patient care

  About us

  We are a very 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 47,000 patients spread across the city of Derby.

  Currently based at Lister House Surgery in Peartree, it may be that to meet the needs of the business, you are asked to work across any of the other sites. A full driving licence and access to a car is essential.

  We seek someone who is keen to become part of a growing and supportive team and is looking to work in an ambitious practice that is constantly looking for development opportunities.

  This position requires between 34 and 37.5 hours per week, with flexibility in both hours and working days.

  In return Lister House Surgery will offer you the following benefits:

  • Generous holiday entitlement
  • NHS Pension Scheme
  • Access to a variety of NHS discounts

  Details

  Date posted

  06 June 2025

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A5287-25-0017

  Job locations

  207 St Thomas Road

  Pear Tree

  Derby

  DE23 8RJ

  
  

  Job description

  Job responsibilities

  Please view the Job Description and Person Specification documents for full details regarding this post.

  Job description

  Job responsibilities

  Please view the Job Description and Person Specification documents for full details regarding this post.

  Person Specification

  Skills

  Essential

  • Working knowledge of Microsoft Office
  • Presentation skills with ability to demonstrate and represent service to CQC
  • Must own and be able to prioritise own work effectively
  • Ability to analyse complex facts and situations and develop a range of options
  • Must be able to provide and receive complex and sensitive information, negotiate with stakeholders on difficult issues to produce solutions

  Other Requirements

  Essential

  • Satisfactory Disclosure Barring Service (DBS) check

  Desirable

  • Willingness to learn existing and new computer software packages
  • Knowledge and understanding of medical terminology
  • Knowledge and understanding of System One

  Personal Qualities

  Essential

  • Polite, approachable and confident manner
  • Flexible and cooperative
  • Motivated and proactive, self starter
  • Professional approach to colleagues, patients and contractors
  • Commitment to personal development
  • Forward thinker with a solution focused approach
  • Uses initiative and judgement

  Experience

  Essential

  • Knowledge of governance in a healthcare setting, acquired through experience or training
  • Evidence of continuing professional development
  • Understanding of the background to and aims of current healthcare policy

  Desirable

  • Evidence of leading and implementing change / innovation

  Qualifications

  Essential

  • Educated to A Level or equivalent experience of working at a senior level within Primary Care or other relevant NHS role with relevant experience.

  Person Specification

  Skills

  Essential

  • Working knowledge of Microsoft Office
  • Presentation skills with ability to demonstrate and represent service to CQC
  • Must own and be able to prioritise own work effectively
  • Ability to analyse complex facts and situations and develop a range of options
  • Must be able to provide and receive complex and sensitive information, negotiate with stakeholders on difficult issues to produce solutions

  Other Requirements

  Essential

  • Satisfactory Disclosure Barring Service (DBS) check

  Desirable

  • Willingness to learn existing and new computer software packages
  • Knowledge and understanding of medical terminology
  • Knowledge and understanding of System One

  Personal Qualities

  Essential

  • Polite, approachable and confident manner
  • Flexible and cooperative
  • Motivated and proactive, self starter
  • Professional approach to colleagues, patients and contractors
  • Commitment to personal development
  • Forward thinker with a solution focused approach
  • Uses initiative and judgement

  Experience

  Essential

  • Knowledge of governance in a healthcare setting, acquired through experience or training
  • Evidence of continuing professional development
  • Understanding of the background to and aims of current healthcare policy

  Desirable

  • Evidence of leading and implementing change / innovation

  Qualifications

  Essential

  • Educated to A Level or equivalent experience of working at a senior level within Primary Care or other relevant NHS role with relevant experience.

  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.

  Employer details

  Employer name

  Lister House Surgery

  Address

  207 St Thomas Road

  Pear Tree

  Derby

  DE23 8RJ

  
  

  Employer's website

  https://www.listerhousesurgery.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Lister House Surgery

  Address

  207 St Thomas Road

  Pear Tree

  Derby

  DE23 8RJ

  
  

  Employer's website

  https://www.listerhousesurgery.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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