Patient Liaison CoordinatorNHS
Job summary
This is a 30 hour per week position, likely working over 4 days. The 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.
Main duties of the job
Patient Advocacy
Social Prescribing
Carer Support
Patient Voice & PPG
Patient Access
Community & Events
Complaint Management & Resolution
Information Management
Training & Improvement
Policy Implementation
Job description
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 followups
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 practices patient-related policies comply with NHS regulations and best practices
About us
Sleights and Sandsend Medical Practice is a high-performing General Medical Services (GMS) practice located in the scenic coastal and rural landscape near Whitby, North Yorkshire. Proudly holding an Outstanding Care Quality Commission (CQC) rating, we are dedicated to delivering high-quality, patient-centric, and accessible care within a highly supportive, friendly, and learning-oriented team environment.
We operate across two purpose-built sites featuring dedicated parking and on-site dispensing facilities:
- Churchfield Surgery (Main Site): Located in the vibrant village of Sleights.
- Sandsend Surgery (Branch Site): Located just 5 miles away along the stunning North Yorkshire coastline.
Serving a dedicated list of approximately 5,200 patients across Sleights, Whitby, and the surrounding villages, we are a highly valued community asset. As a dispensing practice providing medication directly to over 65% of our patient population and an active member of the Whitby Coast and Moors Primary Care Network, we blend the charm of traditional community medicine with progressive primary care initiatives