About this role
Job summary
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.
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 us
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 AwareWe 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
Job description Job responsibilities
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.
Person Specification
Experience Essential
We are looking for a candidate who: Has prior experience working within a GP practice
Skills Essential
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.
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 Central Surgery Ltd
Address Central Surgery
Surbiton Health Centre
Surrey
Surbiton
KT6 6EZ
United Kingdom
Employer's website https://www.centralsurgerysurbiton.co.uk/ (Opens in a new tab)