Patient Services Manager

NHS; City Of London; On-site; GBP 25,000 - 28,000; Part time

Job summary

A healthcare provider in the UK is seeking a Patient Services Manager to support practice operations. The successful candidate will manage patient feedback and complaints, ensuring high standards of care. Applicants should have prior experience with the public and ideally in healthcare. This part-time role offers a salary between £25,000-£28,000 depending on experience.

Qualifications

• Previous experience of working with the general public in a liaison capacity.
• Experience of working within healthcare is desirable.

Responsibilities

• Manage the Practice action plan to ensure patient needs are met.
• Ensure a functioning Patient Participation Group and schedule meetings.
• Act as the complaints manager, ensuring timely responses.

Skills

Excellent communication skills

Ability to work autonomously

Experience managing complaints

Professional manner

Friendly and helpful disposition

Education

Good standard of education to A level or equivalent

Higher or further educational qualification

Job description

Job Summary

We are looking to appoint someone to support the Practice & Practice Manager in a new Patient Services Manager role.

The successful candidate will have a background in working with the general public in a liaison capacity, preferably with a background of working in healthcare (Primary Care, Secondary Care, ICB etc).

Informal discussions are welcome.

Main Duties And Responsibilities

• Manage the Practice action plan to ensure we meet the needs of patients.
• Record and address enquiries, concerns, comments, suggestions and compliments of patients, carers and families in a timely manner.
• Maintain a positive practice image, including updating and managing the practice website and social media accounts.
• Ensure there is a functioning Patient Participation Group (PPG), schedule and chair PPG meetings.
• Produce newsletters and maintain practice leaflets.
• Manage the Zero Tolerance policy submissions of mandatory data (e.g., monthly Family & Friends Test data, annual complaints submissions).
• Actively encourage and promote the use of online services and the NHS App.
• Ensure relevant practice policies are up to date.
• Maintain waiting‑room media, health promotion noticeboards and a carers register.
• Respond to reviews, NHS Choices and Google reviews within two weeks.
• Work with outside agencies such as Healthwatch Harrow.
• Act as the complaints manager, ensuring complaints from staff and patients are dealt with promptly and escalated when necessary.
• Serve as the point of contact for the Regional Complaints Teams.
• Act as a GDPR and Data Protection Administrator, updating policies and guidance.
• Monitor and manage frequent attenders and patient misuse of systems.
• Report on access data, feedback to the Practice Manager and share findings on QI projects.
• Assist with complaints handling and identify areas for improvement through listening and responding to patient and family concerns.
• Aid patients in a polite, sympathetic, and empathetic manner, providing reassurances that all enquiries will be handled confidentially.

KPIs

• All complaints dealt with as per policy.
• Reduction in number of complaints.
• Annual Ko4b1 submission.
• Completed action plan for improvements.
• Quarterly newsletter.
• Quarterly PPG meetings.
• Develop, build, and maintain good relations with partners, managers, clinical and non‑clinical staff across the practice.
• Record and maintain patient records, escalating issues where necessary.

About Us

We are a busy practice based across two sites in Stanmore (HA7) with approximately 12,500 registered patients. Our team includes GPs, nurses, reception and administrative staff, pharmacists, and FCPs. We promote a welcoming, friendly and supportive environment.

Interested candidates are welcome to reach out by telephone or email for informal discussions.

Details

• Date posted: 24 October 2025
• Salary: Depending on experience, approximately £25,000‑£28,000 (WTE)
• Contract: Permanent
• Working pattern: Part‑time
• Reference number: A2552‑25‑0000
• Job locations: 85 Crowshott Avenue, Stanmore, HA7 1HS

Experience

Essential

• Previous experience of working with the general public in a liaison capacity.

Desirable

• Previous experience of working within healthcare (General Practice, Secondary Care or ICB).
• Previous experience of handling complaints.

Qualifications

Essential

• Good standard of education to A level or equivalent.

Desirable

• Higher or further educational qualification.
• Qualification in a role specific area (e.g., Managing Complaints).

People Skills

• Professional manner.
• Excellent communication skills (written & spoken).
• Friendly and helpful disposition.
• Ability to work autonomously within the limitations of the role.
• Ability to work well as part of a team.
• Experience in managing own workload effectively.
• Awareness of diversity issues and ability to work in a non‑discriminatory way.
• Honest and trustworthy.
• Reliable and adaptable.
• Ability to work accurately and thoroughly under pressure without direct supervision.
• Ability to identify when to reach out or escalated matters.
• Dress in a smart and appropriate manner.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a Disclosure and Barring Service check for any previous criminal convictions.

Employer Details

• Employer name: The Stanmore Medical Centre
• Address: 85 Crowshott Avenue, Stanmore, HA7 1HS
• Website: https://stanmoremedicalcentre.co.uk/