22.5 hours per week (Tuesday, Wednesday and Friday)
£13.00 per hour during probationary period rising to £13.90
Based at Larwood Surgery, although may be required to work at any site
We are looking for a Patient Experience Assistant to support our GP Practice and Patient Experience Manager in handling patient feedback, concerns, and queries with professionalism and care.
As the first point of contact for patients raising concerns, you will play a vital role in ensuring every patient feels listened to and supported. You will use your excellent communication and interpersonal skills to de-escalate challenging situations and help deliver a smooth and respectful patient journey.
Main duties of the job
Key Responsibilities
* Act as the first point of contact for patient feedback and concerns
* Listen empathetically and communicate effectively with patients, families, and carers
* Apply de-escalation techniques to manage challenging conversations calmly and professionally
* Support the Patient Experience Manager in managing complaints and feedback processes
* Maintain accurate and confidential records of interactions
* Work collaboratively with the wider practice team to ensure issues are resolved in a timely manner
Skills & Experience
Excellent verbal and written communication skills
Ability to remain calm, compassionate, and professional under pressure
Strong listening and problem-solving abilities
Experience in customer service, patient-facing roles, or complaint handling
Resilience and emotional intelligence when dealing with sensitive or challenging situations
Organisational skills with good attention to detail
Ability to work independently and as part of a team
Competent with IT systems and record keeping
GCSE or equivalent qualifications in 5 subjects including Maths and English at level 4/C or above
About us
We are a training Practice based over 4 sites in Worksop, Carlton-in-Lindrick and Langold with a patient list size of approximately 35,000 and rated Outstanding by CQC.
We believe in innovation and strive to find more efficient ways of working to optimise patient-focused care.
We are a SystmOne Practice with a multidisciplinary team made up of:
* 6 GP Partners and 8 Salaried GPs
* Management Team including: Practice, Business, HR, Clinical, Patient Experience and Appointment Managers
* Clinical Practitioners undertaking home visits and assisting with patient care
* Clinical Pharmacists managing medication-related queries
* Extensive Nursing Team, including Specialist Nurses, Practice Nurses, Nursing Associates, and HCSWs
* Social Prescribers and Care Coordinators
* Scanning and summarising team undertaking Read Coding
* Dedicated reception and admin team
Person Specification
Qualifications
* GCSE English and Maths (C or above) and at least three others
Experience
* Experience in customer service, patient-facing roles, or complaint handling
* NHS or healthcare experience
Skills
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Ability to follow policy and procedure
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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