Highfield Surgery

Patient and staff relations officer

The closing date is 25 March 2026

Job summary

At Highfield surgery, we are proud to service the community of south shore Blackpool with compassion, professionalism and dedication. Our practice is forward thinking and open to new ideas and we would welcome applicants who are willing to learn and contribute to our wider team.

Main duties of the job

The patient and staff relations officer is a new role within our GP surgery, responsible for ensuring high standards of patient experience and staff wellbeing. The applicant leads on the management of patient complaints from initial receipt through to resolution, ensuring all concerns are handled promptly, fairly and in line with Highfield surgery policies.

In addition, the role holds responsibility for overseeing human resources functions across the surgery. This includes supporting employee relations processes, advising on HR matters, maintaining compliance with employment legislation and promoting a positive and professional working environment.

About us

Highfield surgery is a well established GP practice in the south shore area of Blackpool.

Our experiened clinical team includes 11 GPs, 4, practice nurses, 4 nurse practitioners, 2 physiotherpaists and 5 clinical pharmacists, alongside a wider network of allied healthcare professionals and administrative staff. This multidiscplinary approach allows us to provide comprehensive, patient centred care that meets a broad range of health needs.

We work collaboratively with neighbouring practices as part of Blackpool South PCN.

Date posted

25 February 2026

Pay scheme

Other

Salary

£25,000 to £35,000 a year Dependent on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A2596-26-0005

Job locations

South Shore Primary Care Centre

Lytham Road

Blackpool

Lancashire

FY4 1TJ

Job description

Job responsibilities

Act as the first point of contact for all formal patient complaints

Manage complaints from receipt to resolution in line with Highfield surgery complaints policy.

Acknowledge complaints within required timescales and conduct thorough investigations.

Liaise with clinicians, administrative staff, and external agencies as required to gather information.

Draft clear, professional and empathetic written responses for review by the Practice manager or partners.

Identify themes and trends in complaints and provide regular updates with recommendations for improvement.

Support learning from complaints by feeding back outcomes to relevant staff and contributing to practice meetings.

Ensure accurate documentation and secure record keeping of all complaint cases.

Support patient feedback initiatives, including Friends and Family test processes and patient surveys.

Key responsibilities Human resources

Lead on day to day HR administration for all surgery staff.

Provide guidance to managers and GP partners on employment matters in line with NHS and employment legislation.

Manage employee relations processes including disciplinary, grievance, capability, absence management, and performance procedures.

Oversee recruitment processes including drafting job adverts, shortlisting, interview coordination and onboarding.

Maintain up to date personnel records, contracts, and other such documentation.

Monitor staff training requirements and mandatory training requirements.

Promote a positive workplace culture

Act as a confidential point of contact for staff concerns.