Job Description

Hours

: 25 hours per week, to be worked across Monday- Friday, working pattern to be discussed in interview

Living Well Partnership

is made up of 8 GP surgeries working innovatively to change the way we deliver great patient care and fast, effective patient communication.

Overall Aim of role:

The post-holder is responsible for coordination of patient feedback and complaints handling within the organisation. The role will be responsible for completion of evidence gathering, data entry and liaising with colleagues, third parties, patients and their families to investigate and identify learning from patient feedback. Co-ordination and investigation of Significant Events to identify learnings and embed within processes.

Key Responsibilities:

Managing and maintaining the Patient Feedback database Receive and acknowledge formal patient and third-party complaints, ensuring appropriate consent is sought and documented. Undertake initial investigation into the complaints, liaising with colleagues and relevant third parties to gather information needed to identify learnings. Acknowledging and responding to positive patient feedback and informal complaints, in line with LWP's policies and processes. Working with Patient Services team to encourage Google reviews from patients and their families. Responding to the reviews in line with LWP's policies and processes. Collating friends and family test feedback, identifying themes and sharing with wider LWP team. Organizing meetings, booking rooms and co-ordinating events to support patient engagement activities. Supporting colleagues and patients by providing non-clinical advice, information and guidance on the complaints process and NHS Services. Preparing reports, maintaining records and ensuring data accuracy within internal systems. Assisting in training new staff and contributing to process improvements within the organisation. Co-ordinate reporting and initial investigation of organisation significant events, supporting colleagues to identify learnings and preparing reports for regular review meetings. Engage proactively in training, team meetings, and appraisals. Reflect on team and individual performance and suggest improvements. Offer flexible support during team absences, managing time effectively to uphold expected standards. Utilise protocols and stay updated on process changes. Assist in preparations for CQC inspections and audits. Take over duties of Patient Experience Manager, as required.

What we're looking for!

Familiar with patient's feedback and complaints processes within the NHS. Experience in communication with senior and professional staff both verbally and in writing. Experience in dealing with the public. Experience of producing, modifying, analysing and producing data from information contained in a database. Understanding of common medical terms to accurately communicate with patients and clinicians Proven experience in the NHS with handing patient feedback. Experience in customer or patient services, particularly in dealing with the public. Supervisory experience or demonstrated potential in this area. Proven proactive approach to problem-solving Excellent verbal and written communication skills with a strong customer service focus Strong customer service and patient engagement skills Attention to detail and accuracy Excellent communication and interpersonal skills, ability to communicate with people in emotive situations. Ability to write letters from a range of information provided with an excellent standard of written English, including correct use of grammar. Understands conflict resolution and de-escalation techniques Ability to work collaboratively with clinical and administrative teams Empathic individual, who can manage sensitive issued while maintaining professionalism and confidentiality. Self-motivated and can prioritise workload and follow a task through to completion. High standards for self and team, with a strong team spirit.

What we can offer you!

5 weeks holiday pro rata PLUS bank holidays NHS pension scheme membership with a 14.38% employer contribution rate Employee Wellbeing initiatives Employee Assistance Programme Cycle to work scheme Monthly employee award Investment in developing your skills and progression opportunities, across the Partnership First consideration for other internal recruitment opportunities

To apply:

Please email your up to date CV and covering letter to hiowicb-hsi.livingwell-recruitment@nhs.net Closing Date: 28th November 2025 Proposed interview dates: 5th & 9th December 2025 Please note that this role requires candidates to have the legal right to work in the UK Please be aware that all employees of the Partnership will be DBS (Disclosure and Barring Service) check. This role requires evidence of immunisation status in line with workplace health and safety regulations. Successful candidates will be required to provide immunisation history (or undergo relevant vaccinations) as a condition of employment.
Thank you for your interest and we look forward to hearing from you.

Job Types: Part-time, Permanent

Pay: 13.13 per hour

Work Location: In person