Health Centre jobs in Sawston

25 hours per week - pay depending on experience - based on site

Background

Granta Medical Practices has been formed with the merger of six of the largest Practices in South Cambridgeshire; Sawston Medical Practice and Linton Health Centre, Barley Medical Practices, Shelford Medical Practices and Royston Health Centre. We provide medical services to 59,000 patients with a dedicated and enthusiastic team of clinicians and support staff over 6 sites.

We are pioneers in gaining the advantages of scale whilst maintaining the best of site based work in smaller teams. Our PCN was formed following the partnership-merger of several highly respected practices into a single practice. We aim to look after our population like ‘traditional’ general practice but with the resources of a fully integrated PCN consistently behind you. Our multidisciplinary cross site team helps guide the right issue to the right professional first time – enabling GPs to enjoy being GPs. We are just the right size and are committed to shaping and delivering excellence in primary care for our patients whilst being sustainable and rewarding for our fantastic team.

We are proud to be one of a select percentage of practices nationally to hold a CQC ‘outstanding’ rating over sequential inspection cycles.

Job Summary:

We are seeking a compassionate, organised, and proactive Patient Liaison Officer to join our GP Practice team. In this pivotal position, you will work within the Patient Liaison Team investigating and resolving patient enquiries and complaints, provide service improvement support through data reporting and analysis highlighting trends and opportunities for learning and improvement, ensuring every interaction reflects our commitment to exception care and service quality.

Acting as a key link between patients, clinical teams and practice management, you will help identify concerns, support timely resolutions, and contribute to continuous improvements in the patient experience.

Key Responsibilities

• Monitor the practice contact email inbox – ensuring correspondence is triaged, redirected or actioned appropriately, including management of FFT responses received via this channel.
• Monitor the patient services email inbox – redirecting correspondence as appropriate. Logging and acknowledging complaints within required time frames and progressing issue through to resolution.
• Complaint Management and Resolution – working with Patient Liaison Lead to:

o Manage, investigate, and coordinate responses to patient complaints and queries, ensuring complaints are handled fairly, efficiently, and in compliance with complaints regulations.

o Support early resolution of concerns where appropriate.

o For formal complaints, collate and provide relevant documentation and information to appropriate staff for investigation and response.

o Draft and format complaint responses for approval and issue to complainants.

o Maintain accurate complaint logs, ensure all correspondence is appropriately filed, and record learning events arising from complaints.

o Ensure complaints are handled in accordance with NHS guidelines, GDPR, and practice policies.

o Handle day‑to‑day patient queries and compliments – ensuring outcomes are recorded where appropriate and any learning is directly to appropriate departments. Provide clear, empathetic communication with patients throughout the process.

• Collect, organise and analyse patient feedback data – to support production of reports, trend analysis and performance data. Identify recurring themes and trends in patient feedback to inform quality improvement initiatives and enhance patient experience. Where appropriate propose improvements and learning.
• Monitor social media channels for patient feedback, logging, reporting, and responding where appropriate, while collecting and analysing data to support reporting, trend analysis, and performance insights
• Undertake GDPR and Data Protection tasks. Logging all breaches on appropriate reporting systems and updating records with investigation outcomes.
• Undertake Freedom of Information (FOI) duties, logging requests, monitoring deadlines, and updating records with outcomes to ensure compliance with statutory requirements.
• Communications –Compile weekly data for Head of Communication and Commercial Business Development to review and report at Ops. Work on projects regarding Patient Communications and with the Granta Patient Group (formerly PPG).
• Contribute to agreed projects related to patient experience and service improvement and development.
• Maintain accurate, timely and confidential records in line with practice policies, procedures and information governance requirements.
• Record and maintain daily data logs of patient telephone calls, Accurx and all related contact activity across multiple sites, ensuring data is complete, timely, and compliant with NHS information governance standards. Undertake routine, reactive analysis of call and activity data to support day-to-day operational management, service monitoring, and informed decision-making by clinical and administrative teams.
• Coordinate with the Head of Communications & Commercial Business Development regarding new opportunities for improvement and development within our delivery of patient care.
• Contribute to all patient-facing aspects of the practice, ensuring communications, contact information, and online presence are compliant, accurate, up to date, accessible, patient-centred, and where appropriate propose improvements.
• Any other duties as requested by line manager.

Skills and Qualifications

• Excellent communication skills, both written and verbal, with the ability to handle sensitive situations tactfully.
• Empathy, patience, and the ability to remain calm under pressure.
• Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously.
• Problem-solving skills and the ability to recommend effective solutions and learning.
• Proficiency in IT, including Microsoft Office and patient record systems.
• Relevant qualifications or training in customer service, complaint handling, or healthcare administration are desirable.
• Previous experience in complaints handling, preferably in a healthcare setting such as a GP Practice or NHS environment useful but not essential

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carer’s, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

• The post-holder should recognise the importance of effective communication within the team and will strive to:
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize people’s needs for alternative methods of communication and respond accordingly

Granta Medical Practices is committed to safer recruitment and safeguarding the welfare of children and vulnerable adults. We expect all staff to share this commitment. All appointments are subject to rigorous pre-employment checks, including verification of identity, right to work in the UK, employment history, references, and a Disclosure and Barring Service (DBS) check where appropriate.

Work Location: In person