PCN Digital Transformation Lead

Job description

Job responsibilities

The Health Triangle PCN

JOB DESCRIPTION

JOB TITLE: Digital Transformation Lead - Practice Communications & Patient Engagement Lead

REPORTS TO: PCN Manager

HOURS: 20 hours per week

Job Summary

Why Join The Health Triangle?

Were a well-established, friendly, and forward-thinking training PCN with sites serving the Bracknell Forest community. Our large, multidisciplinary team- including GPs, nurses, paramedics, pharmacists, and trainees- works collaboratively to deliver high-quality, innovative, and compassionate care.

The PCN Communications & Patient Engagement Lead will provide leadership and operational support across a range of non-clinical services within the practices. The post holder will be responsible for coordinating patient communications, digital platforms, administrative systems, and elements of practice operations, ensuring services are delivered efficiently, safely, and in line with NHS guidance and contractual requirements.

The role will support patient experience, service development, staff engagement, and operational effectiveness, working collaboratively with the Practice Management, clinical teams, and administrative staff.

Key Duties and Responsibilities

Patient Experience & Engagement

• Act as the lead for patient communications, ensuring information provided to patients is accurate, timely, accessible, and compliant with NHS standards.
• Coordinate and support the Patient Participation Group (PPG), including help desk activities and patient engagement events.
• Lead on the Friends and Family Test (FFT), patient surveys, and other feedback mechanisms
• Monitor, manage, and respond to patient feedback, including Google Reviews, ensuring learning is shared and actions implemented where appropriate.
• Analyse patient feedback and survey data to support continuous service improvement.

Communications, Website & Social Media

• Promote PCN practices (Ringmead Medical Group, Evergreen and Crownwood medical practices) and its services to enhance patient experience and overall service quality.
• Manage the practice website, ensuring content is up to date, compliant with NHS England guidance, and meets accessibility requirements.
• Coordinate social media and digital communications to support health promotion, patient service or updates, and public health campaigns.
• Produce and distribute patient newsletters and other communications materials.

Actively encouraging and promoting the use of patient online services

Staff Engagement & Internal Communications

• Coordinate internal staff communications, including briefings and internal newsletters.
• Organise staff engagement activities, social events, and charity initiatives in line with practice wellbeing objectives.
• Support the promotion of a positive, inclusive, and supportive working environment.

Other

• Administration tasks as required by the management team to meet the needs of the practice
• Support data collection, reporting, and audit activity across administrative and operational functions.
• Use data analysis to drive improvements in patient services and enhance the patient experience

Governance, Quality & Compliance

• Work in accordance with practice policies, procedures, and protocols.
• Maintain confidentiality and comply with information governance, data protection, and GDPR requirements.
• Support quality improvement, audit, and service development initiatives.
• Contribute to the achievement of practice, PCN, and NHS priorities where appropriate.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their Carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients
• needs
• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate.

The job description is intended to outline the main duties and responsibilities of the employee.

This is not an exhaustive list of duties, and the post holder may be required to undertake any other duties, as required, to meet the needs of the service.

It is also likely that changes will be required from time to time and is not intended to be fixed for an indefinite period

Person Specification

Personal Attributes

Essential

• Professional, approachable, and patient-focused
• Ability to work independently and use initiative
• Flexible, adaptable, and able to work under pressure
• Commitment to staff wellbeing and engagement

Desirable

• Innovative and service-improvement focused

Qualifications

Essential

• Educated to GCSE Maths and English or equivalent experience

Desirable

• Relevant qualification in administration, communications or healthcare

Other

Essential

• Commitment to confidentiality, information governance, and GDPR
• Willingness to undertake training as required including outside normal working hours if necessary
• Registered with a GP that does not work at Ringmead Medical Group
• Must be able to travel between and work across the five sites

Desirable

• Understanding of equality, diversity, and inclusion in healthcare
• Dependant family not registered with Ringmead Medical Group

Experience

Essential

• Experience of working in a complex administrative office environment
• Experience coordinating multiple workstreams and priorities
• Experience of patient-facing or customer-focused work

Desirable

• Experience working in GP practice, primary care, NHS, or healthcare setting
• Experience of patient engagement, PPGs, or public-facing communications

Knowledge and Skills

Essential

• Excellent written and verbal communication skills
• Able to grasp new concepts and work on a self-directed basis
• Strong organisational and time-management skills
• Confident IT skills including use of databases, websites, and digital systems
• Ability to analyse data and produce reports

Desirable

• Knowledge of NHS primary care systems and processes
• Experience managing websites, social media, or newsletters
• Experience working with patient feedback, FFT, surveys, or Google Reviews

Values, Qualities and Attitudes

Essential

• Professional appearance
• Commitment to providing high quality of service to patients
• An understanding, acceptance and adherence to the need for strict confidentiality
• Honest, flexible and self-motivated
• Able to work under pressure
• Able to work in a changing environment
• Demonstrates attention to detail in all aspects of work

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Ringmead Medical Practice

Address

Birch Hill Medical Centre

Leppington

Bracknell

Berkshire

RG12 7WW

Employer's website

https://www.ringmeadmedicalpractice.org.uk/ (Opens in a new tab)