We are delighted to offer an exciting opportunity for a Patient Liaison Officer to join our friendly, supportive, and growing team at DrsReddy & Nunn.
As a large, well-established, and forward-thinking GP practice, we are proud to provide high-quality, compassionate care to our patient population. Due to continued growth and ongoing service development, we are looking for an enthusiastic, organised, and patient-focused individual to become a valued member of our Practice team.
This is a varied and rewarding role, ideal for someone who is passionate about improving patient experience and engagement.
Main duties of the job
As our Patient Liaison Officer, you will act as a key link between patients and the Practice, ensuring that patient feedback, concerns, compliments, and complaints are managed professionally, sensitively, and effectively.
Coordinating Patient Participation Group activities, monitoring Friends and Family Test results, and maintaining the Practice website and social media platforms. Through these activities, you will help ensure that patient feedback informs service development and that patients remain at the heart of everything the Practice does.
Working closely with patients, clinicians, and colleagues, you will help strengthen communication, improve patient satisfaction, and support the ongoing development of Practice services.
Previous administrative experience and a strong background in customer service, patient services, complaints handling, communications, or stakeholder engagement are essential for this role. Experience within a GP Practice, NHS, or healthcare environment would be advantageous.
In return, we offer the opportunity to work within a supportive and progressive Practice where patient care, teamwork, and continuous improvement are fundamental to the way we work.
This role would suit an organised, empathetic, and confident communicator with strong administrative and customer service skills, who enjoys working collaboratively and making a positive difference to the services patients receive.
About us
We are a happy and supportive team, where quality, efficiency, and patient-centered care are at the heart of everything we do. As a growing, forward-thinking practice, we are proud to support the healthcare needs of over 41,000 patients.
We are looking for someone with the right attitude, who can effectively manage their workload, consistently uphold the highest professional standards when dealing with patients, and always present a positive image of the practice. Teamwork is essential to us, we support each other and work collaboratively to achieve the practice’s objectives.
The postholder will be expected to work flexibly within their contracted hours and support changes to service delivery, operational requirements, and working arrangements as necessary to meet the needs of the Practice.
This is a 12-month fixed-term position with the potential to become permanent, subject to service needs and organisational requirements.
We welcome informal chats or visits, if you are interested, please contact Gillian Cawkill HR Manager gilliancawkill@nhs.net
Please note: We reserve the right to close this vacancy early if we receive a high volume of applications. Unfortunately, we are unable to accept applications from individuals who require UK visa sponsorship. Applicants must have the right to work in the UK at the time of application.
Job responsibilities
- Act as the first point of contact for patient complaints, concerns, compliments, and feedback.
- Monitor and analyse Friends and Family Test responses.
- Act as the Practice lead for the Patient Participation Group (PPG).
- Organise and facilitate PPG meetings, including preparing agendas, minutes, and action plans.
- Monitor and manage Practice email inboxes, ensuring enquiries are responded to, actioned, or appropriately signposted in a timely and professional manner.
- Support the Practice in promoting a culture of openness, learning, and continuous improvement.
Person Specification
Qualifications
- GCSE Grade C/4 or above (or equivalent) in English and Mathematics.
- NVQ Level 3 in Business Administration, Customer Service, Communications, or equivalent.
Experience
- Working in a customer-facing environment.
- Experience of handling enquiries and providing clear, accurate, professional, and empathetic communication via written correspondence and telephone.
- Website management and social media platforms.
- Experience managing competing priorities and meeting deadlines.
- Experience using IT systems and maintaining accurate records.
- Experience organising meetings and preparing minutes.
- Experience of working in a primary care environment.
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.
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