Job summary
This is an exciting opportunity for a highly motivated and experienced Patient Liaison Officer (PLO) to join The Pinn Medical Centre.
We are interested in candidates who have experience of working in primary care who are looking for an opportunity to have more autonomy within a supportive environment.
Main duties of the job
The PLO will provide first class patient engagement services to the Pinn Medical Centre and its users, in line with NHS standards and procedures, whilst ensuring that patient satisfaction objectives are met
A passion for patient service and the ability to emphasise and understand patient complaints is a key requirement for the role, as is the ability to follow best practice procedures and regulatory requirements
About us
The Pinn Medical Centre is an innovative, enthusiastic and forward looking collaboration of GP practices looking after the health and wellbeing of over 20,000 patients in Harrow. We have consistently been awarded an "Outstanding" rating by CQC and in January 2022 we were ranked as one of the top 20 practices in London.
We are also part of Healthsense Primary Care Network. Our network currently consists of 7 practices with a broad spectrum of clinical roles which include GPs, nurses, pharmacists, health care assistants and a wide array of allied health professionals.
Details
Date posted
12 February 2026
Pay scheme
Other
Salary
£35,000 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A
Job locations
37 Love Lane
Pinner
Middlesex
HA5 3EE
Job description
Job responsibilities
Ensure all complaints are handled in an efficient, expedient and patientfocused way.
Responsible for providing thepatientwith a professional, service at all times, whilst investigating and resolving complaints received by the medical centre and ensuring they are processed in a timely and accurate manner in accordance with The Pinns documented complaints process and procedure.
Build and maintain a positive relationship withpatients, listen, probe and analyse all required information to investigate the case to determine the underlying needs of thepatient.
Make and maintain appropriate records of all investigations.
Ensure thatpatients are kept informed and expectations managed, and that all required complaint responses are made within appropriate timescales.
Ensure that anypatientqueries following receipt of complaint acknowledgement letters are dealt with in an effective and positive manner.
Provide technical assistance on complaint handling to the wider organisation when required.
Maintain awareness of complaint handling best practice.
Complete root cause analysis for all complaints that you handle, giving appropriate feedback to business areas as appropriate to promote our culture of continuous improvement.
Contribute to any ad hoc projects or policy updates as required.
Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements in line with the Pinn procedures.
Demonstrate the Pinn values (mission statement) and appropriate behaviours.
Any other reasonable management request.
Point of contact for thePatientAssociation
Building a presence for The Pinn (in line with the wishes of the partners) on social media
Responding to reviews
Working with system partner organisations and their teams including acute, community, social care and voluntary sector organisations.
Promotes and attends Pinn Medical Centre events and conducts engagement work, including community engagement as agreed in advance with the Practice Manager and/or Partnership.
Job description
Job responsibilities
Ensure all complaints are handled in an efficient, expedient and patientfocused way.
Responsible for providing thepatientwith a professional, service at all times, whilst investigating and resolving complaints received by the medical centre and ensuring they are processed in a timely and accurate manner in accordance with The Pinns documented complaints process and procedure.
Build and maintain a positive relationship withpatients, listen, probe and analyse all required information to investigate the case to determine the underlying needs of thepatient.
Make and maintain appropriate records of all investigations.
Ensure thatpatients are kept informed and expectations managed, and that all required complaint responses are made within appropriate timescales.
Ensure that anypatientqueries following receipt of complaint acknowledgement letters are dealt with in an effective and positive manner.
Provide technical assistance on complaint handling to the wider organisation when required.
Maintain awareness of complaint handling best practice.
Complete root cause analysis for all complaints that you handle, giving appropriate feedback to business areas as appropriate to promote our culture of continuous improvement.
Contribute to any ad hoc projects or policy updates as required.
Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements in line with the Pinn procedures.
Demonstrate the Pinn values (mission statement) and appropriate behaviours.
Any other reasonable management request.
Point of contact for thePatientAssociation
Building a presence for The Pinn (in line with the wishes of the partners) on social media
Responding to reviews
Working with system partner organisations and their teams including acute, community, social care and voluntary sector organisations.
Promotes and attends Pinn Medical Centre events and conducts engagement work, including community engagement as agreed in advance with the Practice Manager and/or Partnership.
Person Specification
Other
Essential
* A good team player
* Able to work autonomously.
* Able to deal with conflicting demands.
* Able to solve complex problems.
* Able to work to tight deadlines.
* Reliable.
* Passionate about working in Primary Care.
Experience
Essential
* Three years experience in a patient services environment
* Effectively communicate clear and concise information.
* Ability to plan work so that deadlines are met.
Skills & Knowledge
Essential
* Excellent communication and writing skills and the ability to emphasise and identify customer needs.
* Bright, articulate and the desire to take ownership of issues and see through to resolution
* Exceptional customer service skills and the ability to build positive relationships to ensure patient satisfaction.
* Detailed knowledge of the role and operation of the complaints coordinator.
* Ability to make objective uphold/refute decisions based on available case information.
* Ability to present information, clearly, concisely and accurately.
* Ability to identify trends.
Qualifications
Essential
* Formal qualifications are not essential.
Person Specification
Other
Essential
* A good team player
* Able to work autonomously.
* Able to deal with conflicting demands.
* Able to solve complex problems.
* Able to work to tight deadlines.
* Reliable.
* Passionate about working in Primary Care.
Experience
Essential
* Three years experience in a patient services environment
* Effectively communicate clear and concise information.
* Ability to plan work so that deadlines are met.
Skills & Knowledge
Essential
* Excellent communication and writing skills and the ability to emphasise and identify customer needs.
* Bright, articulate and the desire to take ownership of issues and see through to resolution
* Exceptional customer service skills and the ability to build positive relationships to ensure patient satisfaction.
* Detailed knowledge of the role and operation of the complaints coordinator.
* Ability to make objective uphold/refute decisions based on available case information.
* Ability to present information, clearly, concisely and accurately.
* Ability to identify trends.
Qualifications
Essential
* Formal qualifications are not essential.
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
Pinn Medical Centre
Address
37 Love Lane
Pinner
Middlesex
HA5 3EE
Employer's website
(Opens in a new tab)
Employer details
Employer name
Pinn Medical Centre
Address
37 Love Lane
Pinner
Middlesex
HA5 3EE
Employer's website
(Opens in a new tab)