Job Overview
JThe Patient Liaison Coordinator is responsible for leading the practice’s approach to patient experience, engagement, and communication. The role acts as a key link between patients, clinicians, and the wider practice team, ensuring concerns, feedback, and complaints are handled promptly, sensitively, and in line with NHS guidance. The postholder will develop and maintain effective patient communication channels, promote patient involvement, and support continuous improvement in services. By championing patient voice and resolving issues constructively, the Patient Liaison Coordinator helps build trust, improve satisfaction, and ensure the delivery of safe, responsive, and compassionate primary care services.
Responsibilities
- · Patient Advocacy: Serve as the primary point of contact for patients, carers, and families to address concerns, ensuring their voices are heard and acted upon, particularly those who are vulnerable or facing barriers to accessing care
· Social Prescribing: Working with identified patients to refer to community services and ensure patients have the latest community support information available
· Carer Support: Proactively supporting carers, leveraging PCN wide information networks to identify carers who may need support; coding carers so that the practice has an up to date list
· Patient Voice: Coordinate and monitor patient feedback (e.g., NHS reviews, Friends & Family Test, surveys), analysing trends and reporting findings to the management team
· Patient Access: Actively encouraging and promoting the use of the NHS App and patient online services
· Community Engagement: Act as a liaison with local community groups, voluntary organisations, and external healthcare providers to support holistic patient care
· Patient Events & Campaigns: Plan, organise, and manage patient engagement events, health promotion campaigns, and community outreach initiatives to raise awareness and improve service accessibility
· PPG: Support the coordination of the Patient Participation Group (PPG), including reporting, engagement, meeting planning, and action follow‑ups
· Complaint Management: Investigate and resolve formal patient complaints in accordance with NHS guidelines, ensuring timely responses and continuous service improvement.
· Conflict Resolution: Mediate between patients and staff to resolve disputes professionally and constructively
· Patient Information Management: Maintain accurate records of patient interactions, complaints, and resolutions while ensuring confidentiality and data protection compliance, using Practice Index and other digital tools
· Training: Provide coaching and training to staff on customer service, communication, de‑escalation, and patient‑focused behaviours
· Process improvement: Work collaboratively with clinical and administrative teams to streamline the patient journey and improve access to care
· Policy Implementation: Ensure the practice’s patient-related policies comply with NHS regulations and best practices
Pay: From £14.88 per hour
Benefits:
- Company pension
- Flexitime
- Sick pay
Licence/Certification:
- Driving Licence (required)
Work Location: In person
