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Job Post Details

GP Patient Experience & Engagement Lead - job post

Central Surgery Ltd
3.9 out of 5 stars
Ewell Road, Surbiton KT6 6EZ
Permanent, Full-time

Job details

Job type

  • Permanent
  • Full-time

Location

Ewell Road, Surbiton KT6 6EZ

Benefits

Pulled from the full job description

  • Free parking
  • Company pension
  • On-site parking

Full job description

Central Surgery Surbiton | Surbiton Health Centre | Surbiton, South West London

Patient Experience & Engagement Lead - Full time 37.5hrs

About the Role

We are looking for an enthusiastic, creative and motivated Patient Engagement & Experience Lead to join our friendly and forward-thinking GP practice.

This is an exciting opportunity to shape how our patients experience our services. You'll be responsible for improving patient satisfaction, leading on patient communications, and supporting our reception team to deliver exceptional customer service.

If you're someone who enjoys developing new ideas, engaging with people, and making a real difference, we'd love to hear from you.

Why Join Central Surgery Surbiton?

With over 160 years of continuous medical partnership, Central Surgery Surbiton is a thriving, high-performing PMS practice serving 13,000+ patients in Surbiton and surrounding communities.

We are proud of our:

  • Outstanding QOF performance
  • Longstanding reputation as a GP training practice
  • Modern, purpose-built premises (LIFT building, opened 2013)
  • Strong PCN collaboration across 35,000+ patients
  • RCGP Veteran Friendly Practice status
  • Recipient of the RCGP Quality Practice Aware

We are a large, diverse, and supportive multidisciplinary team including:

  • 10 Salaried GPs & 3 Registrars
  • Advanced Clinical Practitioners
  • Clinical Pharmacists & Pharmacy Technicians
  • Paramedic (ACP trainee)
  • Experienced Nurses & HCAs
  • ARRS roles including Mental Health Practitioner, First Contact Physiotherapists, Care Coordinators
  • Dedicated Management & Administrative teams

Main duties of the job

As our Patient Engagement & Experience Lead, you will:

  • Champion an outstanding patient experience across the practice.
  • Lead on patient engagement, feedback and service improvement initiatives.
  • Manage our website and ensure patient information is clear, accessible and up to date.
  • Monitor and respond to Google Reviews and other patient feedback.
  • Design patient communications including posters, newsletters and health promotion campaigns.
  • Support initiatives to increase patient registrations and promote our services within the local community.
  • Deliver customer service training and coaching for our reception team.
  • Work closely with the CEO/Head of Data &Transformation to improve how we communicate with and support our patients.

About you

We are looking for a candidate who:

  • Has prior experience working within a GP practice
  • An understanding of EMIS Excellent communication skills
  • Ability to prioritise workload
  • Ability to remain in pressurised situations
  • Able to build positive relationships with patients and colleagues.
  • Comfortable analysing patient feedback and turning it into meaningful improvements.

Our practice is committed to providing outstanding care, improving access, and ensuring every patient feels valued. This new role is central to our vision of creating an exceptional patient experience while supporting our continued growth and development.

If you're enthusiastic, innovative and committed to making healthcare more accessible, engaging and patient-centred, we'd love to hear from you.

Benefits:

  • Company pension
  • Free parking
  • On-site parking

Ability to commute/relocate:

  • Surbiton KT6 6EZ: reliably commute or plan to relocate before starting work (required)

Experience:

  • GP surgery: 1 year (required)

Work authorisation:

  • United Kingdom (required)

Location:

  • Surbiton KT6 6EZ (required)

Work Location: In person

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