Job Description
Job Title: Patient Services Lead
Reports To: Patient Experience and Quality Lead
Hours: Full-time 37 hrs a week
Salary: Dependent upon experience
The Fakenham Medical Practice
The Fakenham Medical Practice (FMP) is an eleven-doctor dispensing practice providing care to around 15,500 patients in and around Fakenham in North Norfolk.
We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high-quality patient focused care. Patients’ interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multi-disciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services e.g. physiotherapy and midwifery.
The practice is part of Norfolk and Suffolk Integrated Care Board (NSICB) and has a branch surgery at Walsingham. We are a training practice for GP Trainees.
Practice Mission Statement
Fakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.
Job Purpose
The Patient Services Lead is a senior member of the Patient Coordinator Team and is embedded within the day-to-day operation of the team. The post holder will provide visible leadership, support and coaching to Patient Coordinators, helping to develop a high-performing, patient-centred service.
The role is responsible for overseeing the delivery of an excellent patient experience across all contact channels, ensuring that patient enquiries are managed effectively, practice systems operate efficiently, and Patient Coordinators are supported to achieve high standards of performance and professionalism.
Working closely with the Patient Experience and Quality Lead, the Patient Services Lead will identify opportunities for service improvement, support workforce development, and promote a culture aligned with the practice values.
Key Responsibilities
Leadership and Team Development
- Act as the day-to-day lead for the Patient Coordinator Team.
- Provide coaching, support and guidance to Patient Coordinators to develop their skills, confidence and performance.
- Support the induction, training and development of new team members.
- Act as a role model, demonstrating excellent customer service and professional conduct. Focusing on a ‘patient first’ approach
- Promote a positive, supportive and collaborative team culture.
- Identify development needs and support ongoing learning within the team.
- Assist with managing performance concerns through supportive coaching and escalation where appropriate.
- Support the implementation of new processes, systems and ways of working.
Operational Management
- Ensure the efficient daily running of patient services functions.
- Support the Senior Patient Coordinator with organisation of staffing rotas and day-to-day workforce planning to ensure adequate cover.
- Monitor workload distribution across the Patient Coordinator Team.
- Assist with the management of annual leave, sickness absence and cover arrangements.
- Escalate operational risks, capacity issues and service concerns to the management team.
- Support business continuity arrangements within patient services.
Patient Experience and Service Delivery
- Champion a high-quality patient experience across all aspects of patient contact.
- Act as an escalation point for complex patient enquiries and concerns.
- Support the effective resolution of patient complaints and service issues.
- Identify trends in patient feedback and recommend service improvements.
- Ensure patients receive a professional, courteous and compassionate service at all times.
- Promote equitable access to services and support patients to access the most appropriate care pathway.
Coaching and Quality Improvement
- Undertake regular coaching conversations with Patient Coordinators to support continuous improvement.
- Observe and review patient interactions to identify good practice and development opportunities.
- Support quality audits and monitor compliance with agreed standards and procedures.
- Contribute to service improvement initiatives and patient access developments.
- Work with managers to develop and implement action plans arising from audits, complaints, feedback and performance reviews.
Administrative Responsibilities
- Assist Rota Administrator with maintaining clinical rotas, appointment books and session allocation in line with practice procedures.
- Support the management of patient appointments and access systems.
- Ensure accurate recording and processing of information using practice systems.
- Support oversight of prescription processing workflows where appropriate.
- Ensure practice protocols and procedures are followed consistently by the team.
- Assist with recruitment activities as required.
Communication and Relationship Management
- Act as a key point of contact between patients, clinicians and practice staff.
- Facilitate effective communication across clinical and non-clinical teams.
- Develop positive working relationships with external healthcare partners and agencies.
- Communicate changes, updates and key messages to the Patient Coordinator Team.
Confidentiality
In the performance of their duties, the post holder may have access to confidential information relating to patients, staff and the business of the practice.
All information must be treated as strictly confidential and handled in accordance with practice policies, GDPR, the Data Protection Act 2018, NHS confidentiality requirements and information governance standards.
Health and Safety
The post holder will promote and maintain their own health, safety and wellbeing and that of colleagues and patients by:
- Complying with practice Health and Safety policies and procedures.
- Identifying and reporting risks and hazards.
- Undertaking mandatory training as required.
- Following infection prevention and control guidance.
- Maintaining safe working practices at all times.
Equality, Diversity and Inclusion
The post holder will:
- Promote equality, diversity and inclusion in all aspects of their work.
- Treat patients, colleagues and visitors with dignity and respect.
- Deliver services fairly and without discrimination.
- Support an inclusive working environment.
Personal and Professional Development
The post holder will:
- Participate in annual appraisal and regular supervision.
- Take responsibility for maintaining and developing professional knowledge and skills.
- Participate in training relevant to the role.
- Support the development and learning of other team members.
Person Specification
Essential
- Significant experience in a patient services, customer service, or hospitality environment, demonstrating exceptional customer care skills and a strong commitment to delivering a first-class service experience.
- Experience supporting or supervising staff.
- Excellent communication and interpersonal skills.
- Strong organisational and problem-solving abilities.
- Ability to coach, motivate and support colleagues.
- Competent IT skills including clinical systems and Microsoft Office.
Desirable
- Proven track record of successful team leadership.
- Experience working within General Practice and an understanding of primary care services.
- Experience in staff training, coaching, mentoring, and development.
- Experience of quality improvement methodologies, service evaluation, and continuous improvement projects.
Job Type: Permanent
Pay: £14.00-£16.00 per hour
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
