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Patford House Partnership is seeking a visionary and dynamic individual to lead our patient experience team as the Lead Patient Experience Care Coordinator. This pivotal role is designed for a leader who excels in optimising patient care pathways, ensuring comprehensive resource allocation across all patient interaction points, including our front of house, digital platforms, and telephone services. If you are passionate about pioneering patient care, utilising effective signposting to enhance patient outcomes and possess the leadership skills to elevate our services to new heights, we invite you to join us in this transformative role.

Transform Patient Outcomes as Lead Patient Experience Care Coordinator

Key Responsibilities:

– Comprehensive Leadership: Take the helm of our patient experience care-coordination, overseeing and enhancing the quality of patient interactions at every touchpoint, from our physical and digital front of house to enhancing our telephone interactions.

– Strategic Resource Management:  Employ your expertise to strategically allocate resources, ensuring every aspect of patient experience is fully supported, facilitating seamless and positive patient journeys, care pathways and care plans.

– Innovative Problem-Solving: Utilise innovative solutions to address challenges in patient care coordination, especially in harnessing technology to improve access to our services.

– Culture of Excellence: Cultivate a culture of empathy, excellence, and continuous improvement within the team, inspiring members to deliver exceptional service in every patient interaction.

We’re Looking For:

– Proven Leadership: Demonstrated experience in leading diverse teams, with a track record of improving patient care and satisfaction across various service delivery points.

– Expertise in Patient Care Coordination: Deep understanding of the healthcare landscape, particularly in optimising resources for effective signposting and making every contact count through front of house operations, digital platforms, and telephone services.

– Exceptional Communication Skills:  Ability to communicate effectively with all stakeholders, ensuring alignment and efficiency in delivering top-notch patient care.  Experience of working with Systm One (TPP), Microsoft Teams and Clarity Teamnet is desirable but not essential as full training will be given.

– A UK driving licence and ability to travel between all three of our Practices in Calne and Sutton Benger

– Qualifications: GCSEs grade 9 to 4 (A to C) in maths and English, or Functional Skills Level 2 in maths and English are essential as well as a Level 3 qualification in a hospitality, healthcare or social care.   A solid background in supervision and leadership or a related field are essential.  Ideally the right candidate will also have experience of Making Every Contact Count, Five to Thrive or hold a Mental Health First Aid certification.

Why Patford House Partnership?

Joining Patford House Partnership means being at the forefront of healthcare innovation and patient care excellence. We are committed to creating a supportive and dynamic environment where you can lead change and make a significant impact on our community’s health and well-being. Benefit from training and career progression opportunities, comprehensive benefits, and exclusive access to our Perkbox employee assistance program, featuring wellness resources, monthly rewards contributions, and unique discounts.

Lead the Way in Patient Experience and Care Coordination:

If you are a strategic thinker with a passion for enhancing patient care through innovative leadership and a hands on approach to providing exceptional standards, apply now to become the Lead Patient Experience Care Coordinator at Patford House Partnership. Your role will be instrumental in ensuring that our patients receive the highest quality of care, whether they are interacting with us in person, online, or over the phone.

How to Apply:

Please send your CV and a detailed cover letter to bswicb.recruitment.php@nhs.net. Your application should highlight your leadership achievements, particularly in enhancing patient experience across various service delivery platforms, and your vision for improving patient outcomes through effective care coordination for our patients.

This is your opportunity to play a central role in defining the future of patient care at Patford House Partnership and make a real difference to those we serve. Apply today to lead our team towards delivering exceptional patient experiences and seamless care coordination across our three vibrant Practices in Calne and Sutton Benger Surgery.

Patient Experience Receptionist and Call Handler

  Location: Across our three sites in Calne and Sutton Benger, Wiltshire

  Hours: Full-time variable (shifts)

  Salary: £12.50 per hour

Are you passionate about delivering outstanding care and first-class customer service? Do you thrive in a fast-paced environment where compassion, communication, and calmness make a real difference? If so, we would love to hear from you!

We are looking for a warm, approachable, and highly organised individual to join our friendly team as a Patient Experience Receptionist and Call Handler. This pivotal role sits at the heart of our operations here at Patford House Partnership, working across our three GP surgeries in Calne and Sutton Benger, supporting patients face-to-face, over the phone, and through our digital platforms.

  About the Role:

As a key member of our Patient Experience Team, you will:

Provide a professional, welcoming reception service to all patients and visitors, handle incoming telephone enquiries, respond to our patients online requests and liaise with our patients via our front of house reception areas with empathy and efficiency

Support patients with booking appointments, ordering prescriptions, and accessing services via our online platforms (including Patchs, the NHS App, and other digital tools)

Help patients navigate our website and online request forms, offering guidance and reassurance

Work collaboratively with our clinical and administrative teams to ensure safe, timely, and person-centred care

Proactively promote digital access and inclusion, helping all patients feel confident using our systems

Contribute to a calm, caring, and confidential environment, both in-person and virtually

  What We’re Looking For:

A genuine passion for people and patient care

Excellent verbal and written communication skills

Confidence using IT systems and a willingness to learn new digital tools

The ability to explain things clearly, patiently, and supportively to patients of all backgrounds

A calm and compassionate approach, especially when under pressure

Previous experience in a customer-facing or call centre environment is desirable but not essential

  What We Offer:

A supportive, inclusive, and values-led workplace

Full training on our digital systems and ongoing development opportunities

NHS pension scheme and staff wellbeing initiatives

The chance to make a real impact on patient access and experience in your local community

Join us and become part of a team that embraces innovation while always putting patients first. We are proud of our positive culture, team spirit, and commitment to delivering high-quality care—both in person and online.

  To apply, please send your CV and a brief covering letter to bswicb.recruitment.php@nhs.net

  Closing date: 16th April 2025