Patient Experience Assistant

Job summary

Patient Experience Assistant

22.5 hours per week (Tuesday, Wednesday and Friday)

£13.00 per hour during probationary period rising to £13.90

Based at Larwood Surgery, although may be required to work at any site

We are looking for a Patient Experience Assistant to support our GP Practice and Patient Experience Manager in handling patient feedback, concerns, and queries with professionalism and care.

As the first point of contact for patients raising concerns, you will play a vital role in ensuring every patient feels listened to and supported. You will use your excellent communication and interpersonal skills to de-escalate challenging situations and help deliver a smooth and respectful patient journey.

Main duties of the job

Key Responsibilities

Act as the first point of contact for patient feedback and concerns

Listen empathetically and communicate effectively with patients, families, and carers

Apply de-escalation techniques to manage challenging conversations calmly and professionally

Support the Patient Experience Manager in managing complaints and feedback processes

Maintain accurate and confidential records of interactions

Work collaboratively with the wider practice team to ensure issues are resolved in a timely manner

Skills & Experience

Excellent verbal and written communication skills

Ability to remain calm, compassionate, and professional under pressure

Strong listening and problem-solving abilities

Experience in customer service, patient-facing roles, or complaint handling

Experience in a GP Practice desirable

Resilience and emotional intelligence when dealing with sensitive or challenging situations

Organisational skills with good attention to detail

Ability to work independently and as part of a team

Competent with IT systems and record keeping

GCSE or equivalent qualifications in 5 subjects including Maths and English at level 4/C or above

Must be adaptable and willing to take on additional tasks or support other areas of work during quieter periods

About us

We are a training Practice based over 4 sites in Worksop, Carlton-in Lindrick and Langold with a patient list size of approximately 35,000 and rated Outstanding by CQC.

We believe in innovation and strive to find more efficient ways of working to optimise patient focused care.

We are a SystmOne Practice with a multidisciplinary team made up of:

• 6 GP Partners and 8 Salaried GPs
• Management Team including: Practice, Business, HR, Clinical, Patient Experience and Appointment Managers

• Clinical Practitioners undertaking home visits and assisting with patient care
• Clinical Pharmacists managing medication related queries
• Extensive Nursing Team, including Specialist Nurses, Practice Nurses, Nursing Associates, and HCSWs
• Social Prescribers and Care Coordinators
• Mental Health Practitioner
• Scanning and summarising team undertaking Read Coding
• Dedicated reception and admin team

Employer details

Employer name

Larwood Health Partnership

Address

56 Larwood Avenue

Worksop

Nottinghamshire

S81 0HH

Employer's website

https://www.larwoodhealthpartnership.co.uk/ (Opens in a new tab)

---

Employer details

Employer name

Larwood Health Partnership

Address

56 Larwood Avenue

Worksop

Nottinghamshire

S81 0HH

Employer's website

https://www.larwoodhealthpartnership.co.uk/ (Opens in a new tab)

---