PCN Care Coordinator (Cancer Care & Patient Complaints)
The PCN Care Coordinator (Cancer Care and Patient Complaints) plays a key role in supporting patients across the Primary Care Network who are affected by cancer and in managing and resolving patient complaints efficiently and compassionately. The postholder will work closely with GP practices, the wider multidisciplinary team (MDT), and external partners (secondary care cancer services, hospices, voluntary sector organisations) to ensure that patients receive coordinated, high‑quality care throughout their cancer journey. They will act as the central point of contact for patient concerns and complaints within Hall Green Health/PCN, ensuring timely investigation, clear communication and opportunities for learning and service improvement.
Responsibilities
* Act as the first point of contact for patients with a suspected or confirmed cancer diagnosis within the PCN.
* Support timely follow‑up and navigation through the cancer pathway, including screening, diagnostics, treatment and survivorship care.
* Maintain and monitor PCN cancer registers and recall systems to support early diagnosis and proactive care.
* Provide patients and families with information on support services, benefits advice and emotional wellbeing resources.
* Serve as the first point of contact for receiving, logging and acknowledging patient complaints and feedback.
* Work with practices to ensure complaints are investigated and resolved in line with NHS and PCN policies.
* Support clear, empathetic communication with patients throughout the complaints process.
* Identify recurring themes and contribute to service improvement initiatives.
* Prepare regular reports on complaints trends, outcomes and learning for Hall Green Health Partners and PCN board.
* Maintain accurate records on clinical systems (e.g. EMIS, SystmOne).
* Support data collection and audits relating to cancer care and complaints.
* Contribute to PCN quality improvement projects and annual service reviews.
* Participate in MDT and network meetings as required.
* Uphold patient confidentiality and adhere to data protection regulations at all times.
* Work with practice and PCN staff to identify and support patients with personalised care needs, using decision‑support tools where appropriate.
* Gather and review a patient’s care needs and create a single personalised care and support plan (PCSP).
* Help patients manage their needs by answering questions and arranging appointments.
* Support patients in accessing benefits, employment or training opportunities.
* Help patients prepare for shared decision‑making conversations and promote awareness of shared decision‑making tools.
* Provide clear, easy‑to‑understand information to help patients make informed care choices.
* Collaborate with other Care Coordinators in the PCN and share best practices.
* Assist patients in accessing self‑management programmes, peer support or health and wellbeing interventions.
* Where relevant, help patients access personal health budgets.
* Coordinate patient care across health and social care services, often alongside social prescribing link workers.
* Support the delivery of enhanced services and other PCN‑wide service requirements.
* Take the lead in managing patient complaints and support learning from incidents or near‑misses.
* Participate in multi‑disciplinary team (MDT) meetings within the PCN.
* Complete all mandatory training and induction programmes.
* Contribute to quality improvement and clinical governance efforts.
* Take part in training and service development to grow in your role.
* Attend annual appraisals and work toward agreed objectives with regular reviews.
* Support public health campaigns (e.g. flu clinics) by providing advice or direct care.
* Keep your work area clean, tidy and well‑organised.
Person Specification
Experience – Essential
* GCSEs (AC) or equivalent; NVQ Level 3 in Health/Social Care or Business Administration.
* Experience in a patient‑facing administrative or coordination role within health or social care.
* Excellent communication and interpersonal skills; ability to manage sensitive conversations; organisational and IT skills.
* Compassionate, empathetic, and professional; ability to work autonomously and as part of a team.
Experience – Desirable
* Degree‑level qualification; training in complaints handling or patient experience.
* Experience working in primary care or cancer services.
* Knowledge of NHS complaints procedures and understanding of cancer care pathways.
* Commitment to continuous improvement and patient‑centred care.
Qualifications
Essential
* GCSEs (AC) or equivalent; NVQ Level 3 in Health/Social Care or Business Administration.
Desirable
* Degree‑level qualification; training in complaints handling or patient experience.
Skills
Essential
* Excellent communication and interpersonal skills; ability to manage sensitive conversations; organisational and IT skills.
Desirable
* Knowledge of NHS complaints procedures and understanding of cancer care pathways.
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
Hall Green Health
Address
Hall Green Health Centre
Stratford Road
Hall Green
Birmingham
B28 8BG
Employer's website
https://www.hallgreenhealth.co.uk/ (Opens in a new tab)
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