Head of Patient Experience

Purpose of the role

The Head of Patient Experience is a Senior role across the Six Physio Business Unit. It owns the experience from first contact through to post-treatment rebooking, discharge and beyond. 

The role sets standards and builds systems to ensure every patient receives a consistently premium experience across all clinics and champions the moments that matter for patient experience.

The role supports the overall leadership and development of the Front of House Team and works together with all leaders on their mission to improve Patient Experience.

The aim is to elevate the Six Physio experience from consistent to genuinely remarkable and to build the conditions that make every patient enjoy and positively share their experience at Six Physio. 

Key Accountabilities

1.  Patient Experience Ownership

• Champion the moments that matter most for patient experience, satisfaction and personal referral


• Own, maintain and improve a patient journey across all clinics, from a patient’s initial engagement with Six through to discharge, and personal recommendations.


• Define, document and embed an outstanding experience standard across Six Physio – ensuring consistency of such an experience across all sites, for all patients 


• Ensuring that clinics are maintained to a premium level using clinic inspections and feedback processes to drive measurable improvement
  

2.  Performance and Insight

• Track and improve NPS, call answer rates, rebooking rates, cancellation rates and dropout rates as live performance indicators — with monthly reporting against a Q1 baseline


• Utilising CRM pathways, celebrate the ‘refer a friend’ and personal recommendation KPIs. Recognising returning patients and those who are actively promoting our services


• Report on Patient Experience performance to the SLT, providing the team with clear data and recommendations


• Use feedback, forum sessions and direct insight to continuously refine the experience offer

3.  Systems and Infrastructure

• Act as the patient management system’s front-end lead — daily issue management, escalation resolution and onboarding of new starters


• Own telephony performance, working with the Operations Lead on call capture improvement 


• Develop and maintain all Front of House process guides, training manuals and onboarding documents and processes — ensuring they are live, used and updated


• Lead Front of House integration for new clinic openings, including staff onboarding, TM3 setup and experience standards induction. Support and lead the Front of House team with ad hoc and special projects such as new service or clinic setups and system developments. 

4.  Team Management and Learning & Development

• Lead the Front of House Learning & Development Structure in partnership with the Head of Learning & Development


• Develop Practice Managers and Cluster Leads


• Lead Front of House Recruitment


• Empower Clinic Directors to support their Front of House Team


• Champion a culture where excellent patient experience is a source of genuine professional pride

Who we are looking for

We are looking for someone who will elevate an already high-performing team to a team with customer experience as its core mission.

Essential experience

• A background in hospitality, high-end retail, wellness, or healthcare with direct, hands-on experience of what exceptional patient or customer experience feels like from the inside


• Demonstrable experience of building or transforming a customer-facing function 


• Strong attention to detail and a high personal standard 


• Comfortable with data and systems 


• Experience of managing a team

Desirable experience

• Experience in putting Learning and Development front and centre of a team


• Experience running successful projects