Patient Adviser

NHS; Greater London; On-site; GBP 40,000 - 60,000; Part time

Job summary

A local healthcare provider is seeking a Patient Adviser to serve as the first point of contact for patients and visitors. This part-time role involves providing excellent front-desk service, managing patient queries and appointment bookings, and ensuring adherence to health and safety regulations. Ideal candidates will have a strong customer service background and GCSE level education. This position offers a salary range of £12.71 to £13 an hour, depending on experience.

Qualifications

• Strong customer service skills with at least 1 year of experience preferred.
• GCSE or equivalent education preferred.

Responsibilities

• Provide a friendly front-desk service to visitors.
• Handle inquiries in person, over the phone, and online.
• Process appointment bookings and cancellations.
• Assist in monitoring emails and patient communication.
• Ensure accurate recording of patient data.

Skills

Customer service

Education

GCSE or equivalent

Job description

Job Summary

The Patient Adviser team is the first point of contact for patients and all visitors at The Keston & Moorings Medical Practice. The Patient Advisers provide a reception service and handle all queries from patients on reception, and deal with all day‑to‑day enquiries that come to the practice via our online portal.

Responsibilities

• Provide a friendly and professional front‑desk service to all patients and visitors.
• Handle patient enquiries in person, over the phone, and via the online portal.
• Process appointment bookings, cancellations, and rescheduling requests.
• Assist patients with general enquiries about practice services and signpost them to appropriate healthcare professionals or external services.
• Manage and respond to patient queries submitted via the online portal.
• Assist in monitoring and actioning emails and tasks within the practice’s communication systems.
• Assist with the organisation and administration of QOF recalls, ensuring patients attend necessary reviews and screenings.
• Contact patients via phone, SMS, or letter to remind them of due appointments or health checks.
• Ensure accurate recording of QOF‑related data to support practice targets and patient care quality.
• Provide administrative assistance to clinicians and practice staff as required.
• Support the practice in implementing new initiatives to improve patient care and service efficiency.
• Comply with NHS confidentiality and data protection policies.
• Adhere to all health and safety regulations within the practice.

About Us

Bourne Health is the largest primary care provider in South West London, serving diverse communities across multiple GP surgeries. We are committed to delivering high‑quality, patient‑centred care, underpinned by innovation, community engagement, and operational excellence.

Details

Date posted: 05 January 2026
Salary: £12.71 to £13 an hour (dependent on experience)
Contract: Permanent
Working pattern: Part‑time
Reference number: A1332‑26‑0000
Job locations:
- Purley War Memorial Hospital, 856 Brighton Road, Purley, Surrey, CR8 2YL
- The Moorings, Valley Road, Kenley, Surrey, CR8 5DG

Qualifications

Essential: GCSE or equivalent (preferred)

Experience

Essential: Customer service – 1 year (preferred)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and a submission for disclosure to the Disclosure and Barring Service (formerly known as CRB) is required.

Employer Details

Employer name: Keston and Moorings Medical Practice
Address: Purley War Memorial Hospital, 856 Brighton Road, Purley, Surrey, CR8 2YL
Website: https://www.kestonmedicalpractice.co.uk/

Legal and Policy Statements

Confidentiality / Data Protection / Freedom of Information: Post holders must maintain the confidentiality of patient and staff information in accordance with the Data Protection Act 1998 and FOI 2005, and may not disclose information without prior permission.

Information Governance: Staff must comply with information governance requirements, including statutory responsibilities, NHS Confidentiality Code of Practice, and local policies.

Equal Opportunities: Post holders must uphold The Bourne Partnership’s Equal Opportunities Policy and equality laws.

Health and Safety: Post holders are responsible for complying with the Health and Safety at Work Act 1974 and related regulations.

Infection Control: Post holders must attend mandatory training and comply with infection control policies.

Risk Management: Post holders must report risks and incidents promptly and be familiar with risk assessments and incident reporting systems.

Flexible Working: Staff may be asked to work flexible shift patterns and multiple sites to offer services during evenings or weekends.

Safeguarding: Post holders have a general responsibility for safeguarding children and vulnerable adults.

Sustainability: Staff should minimise environmental impact by recycling, turning off equipment, and reporting faults.

Smoking Policy: Staff are not permitted to smoke on organisational property.