Job summary The Patient Experience Administrator will be responsible for collating, reviewing, summarising and reporting on all patient feedback, and providing administrative assistance in relation to compliments and complaints. The Patient Experience Administrator will be involved in ensuring that the Practice captures all feedback from patients and identifies themes and areas for improvement. Working closely with the Patient Services Manager and the Head of Patient Services the postholder will seek to ensure that areas of good practice are identified and shared to ensure the best patient experience across all areas of the Practice. This role would suit a highly organised and proactive person who understands and appreciates the importance that good planning and efficient systems and who can see the jobs that need to be done. The ideal candidate will be interested in working in healthcare and will have outstanding communication and exceptional administrative skills. Working Hours - Monday, Tuesday, Thursday, Friday 9am - 1pm. Interviews will be held on 5th June 2025. Main duties of the job We are looking for someone who can work independently but as part of a team. You must be able to think creatively about how we can take feedback to improve patient services. You must be able to present information in a meaningful way and liaise with colleagues across the organisation. You will be flexible and able to travel across sites as and when needed. About us We are a large rural practice with approximately 34,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness, and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 27 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services team. We offer a welcoming practice environment, 25 days annual leave plus bank holidays, access to the NHS pension scheme. Holderness Health is a member of the NHS pension scheme, which is a defined benefit pension scheme which means you get a guaranteed level of benefit payable at retirement, which are based on your pensionable earnings throughout your career. As your employer we would contribute 14.38 per cent to the scheme and you would receive tax relief on all your pension contributions which are determined by your level of income but range between 5.1% and 13.5%. On joining the NHS Pension Scheme you'll also be automatically covered by life insurance, which offers a tax free lump sum worth twice your annual pensionable pay and is payable to anyone you nominate. Date posted 23 April 2025 Pay scheme Other Salary £12.47 to £13.33 an hour in line with the practice pay policy Contract Permanent Working pattern Part-time Reference number A1637-Apr-2025 Job locations Church View Surgery 5 Market Hill House Hedon HU12 8JE Hodgson Lane Surgery Hodgson Lane Roos Hull HU12 0LF St. Nicholas Surgery Queen Street Withernsea HU19 2PZ Hedon Group Practice Chapel Lane Keyingham Hull HU12 9RA Hedon Group Practice 4 Market Hill Hedon Hull HU12 8JD Holderness Health 1501 Hedon Road Hull HU9 5NX St Patrick's Surgery Patrington HU12 0PH Job description Job responsibilities 1. Job Summary The Patient Experience Administrator will be responsible for collating, reviewing, summarising and reporting on all patient feedback, and providing administrative assistance in relation to compliments and complaints. The Patient Experience Administrator will be involved in ensuring that the Practice captures all feedback from patients and identifies themes and areas for improvement. Working closely with the Patient Services Manager and the Head of Patient Services the postholder will seek to ensure that areas of good practice are identified and shared to ensure the best patient experience across all areas of the Practice. This role would suit a highly organised and proactive person who understands and appreciates the importance that good planning and efficient systems and who can see the jobs that need to be done. The ideal candidate will be interested in working in healthcare and will have outstanding communication and exceptional administrative skills. 2. Primary Duties & Areas of Responsibility General Provide a full range of confidential administrative support in relation to patient feedback to the Head of Patient Services. Friends & Family Collate, review, summarise and report on the results of the Friends & Family Testing, specifically identifying areas of good practice and areas for improvement to be shared with the wider Practice Team. Patient Surveys Review and compare results of the National GP Patient Survey specifically identifying areas for improvement and areas of good practice to share with the Management Board and wider Practice Team. Review the local quarterly patient survey results, identifying themes of good practice and areas for improvement. In liaison with the Head of Patient Services provide support to develop an action plan of areas for improvement to be discussed at the You Said We Did meetings. Complaints & Compliments Support the complaints management process, effectively co-ordinating the internal investigation and communication with patients Work closely with the Head of Patient Services and Patient Services Manager to continually improve the practice response to complaints Produce regular compliments updates for staff Communication Be able to communicate with members of the team across all sites Be able to provide clear written summaries of patient feedback Be able to identify themes and produce reports on them Office & Business Management Prepare documents, reports, spreadsheets and PowerPoint presentations Collect and collate information, data and feedback General office duties document scanning, photocopying, printing, electronic filing and forwarding as advised Project Management Support the Head of Patient Services in ensuring the Practice provides the best possible patient experience at all sites Other Support the Head of Patient Services in creating an inclusive and supportive culture in which diversity is valued and equality of opportunity is promoted in all aspects of the practices work Comply with all health and safety requirements, actively identify concerns and bring these to the attention of the appropriate manager Understand and implement practice Safeguarding policy, actively raising any concerns Maintain a good level of understanding of the work of the practice including working priorities as set out in the Strategic Plan and be able to promote this both internally and externally Embrace and embody Holderness Healths values in how the role is delivered, especially through collaborative working behaviours that help us ensure integrity and promote quality, respect and wellbeing in our work Undertake any other duties commensurate with the scope of the role 3. Job Description Agreement This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take account of developments within the Practice and role. All members of staff should be prepared to take on additional duties or relinquish existing duties to help maintain the efficient running of the Practice. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Job description Job responsibilities 1. Job Summary The Patient Experience Administrator will be responsible for collating, reviewing, summarising and reporting on all patient feedback, and providing administrative assistance in relation to compliments and complaints. The Patient Experience Administrator will be involved in ensuring that the Practice captures all feedback from patients and identifies themes and areas for improvement. Working closely with the Patient Services Manager and the Head of Patient Services the postholder will seek to ensure that areas of good practice are identified and shared to ensure the best patient experience across all areas of the Practice. This role would suit a highly organised and proactive person who understands and appreciates the importance that good planning and efficient systems and who can see the jobs that need to be done. The ideal candidate will be interested in working in healthcare and will have outstanding communication and exceptional administrative skills. 2. Primary Duties & Areas of Responsibility General Provide a full range of confidential administrative support in relation to patient feedback to the Head of Patient Services. Friends & Family Collate, review, summarise and report on the results of the Friends & Family Testing, specifically identifying areas of good practice and areas for improvement to be shared with the wider Practice Team. Patient Surveys Review and compare results of the National GP Patient Survey specifically identifying areas for improvement and areas of good practice to share with the Management Board and wider Practice Team. Review the local quarterly patient survey results, identifying themes of good practice and areas for improvement. In liaison with the Head of Patient Services provide support to develop an action plan of areas for improvement to be discussed at the You Said We Did meetings. Complaints & Compliments Support the complaints management process, effectively co-ordinating the internal investigation and communication with patients Work closely with the Head of Patient Services and Patient Services Manager to continually improve the practice response to complaints Produce regular compliments updates for staff Communication Be able to communicate with members of the team across all sites Be able to provide clear written summaries of patient feedback Be able to identify themes and produce reports on them Office & Business Management Prepare documents, reports, spreadsheets and PowerPoint presentations Collect and collate information, data and feedback General office duties document scanning, photocopying, printing, electronic filing and forwarding as advised Project Management Support the Head of Patient Services in ensuring the Practice provides the best possible patient experience at all sites Other Support the Head of Patient Services in creating an inclusive and supportive culture in which diversity is valued and equality of opportunity is promoted in all aspects of the practices work Comply with all health and safety requirements, actively identify concerns and bring these to the attention of the appropriate manager Understand and implement practice Safeguarding policy, actively raising any concerns Maintain a good level of understanding of the work of the practice including working priorities as set out in the Strategic Plan and be able to promote this both internally and externally Embrace and embody Holderness Healths values in how the role is delivered, especially through collaborative working behaviours that help us ensure integrity and promote quality, respect and wellbeing in our work Undertake any other duties commensurate with the scope of the role 3. Job Description Agreement This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take account of developments within the Practice and role. All members of staff should be prepared to take on additional duties or relinquish existing duties to help maintain the efficient running of the Practice. This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder. Person Specification Experience Essential Experience of working in an office Experience of working with patients / customers Experience of general administration processes Knowledge of the principles of confidentiality Desirable Experience of delivering high quality patient care Experience of working in general practice Experience of using Excel and Word, MS Office Additional Criteria Essential Computer literate Excellent communication skills, written and verbal Able to manage own workload Able to build and sustain relationships at all levels Empathy towards patients A can do attitude Flexibility to work across sites Desirable Knowledge of the NHS Complaints Process. Qualifications Essential Good standard of general education (NVQ Level 2 or equivalent GCSE English Language C/4 or above. Desirable NVQ level 2 Customer Service Person Specification Experience Essential Experience of working in an office Experience of working with patients / customers Experience of general administration processes Knowledge of the principles of confidentiality Desirable Experience of delivering high quality patient care Experience of working in general practice Experience of using Excel and Word, MS Office Additional Criteria Essential Computer literate Excellent communication skills, written and verbal Able to manage own workload Able to build and sustain relationships at all levels Empathy towards patients A can do attitude Flexibility to work across sites Desirable Knowledge of the NHS Complaints Process. Qualifications Essential Good standard of general education (NVQ Level 2 or equivalent GCSE English Language C/4 or above. Desirable NVQ level 2 Customer Service 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 Holderness Health Address Church View Surgery 5 Market Hill House Hedon HU12 8JE Employer's website https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)