Patient Liaison Coordinator

Patient Advocacy

Social Prescribing

Carer Support

Patient Voice & PPG

Patient Access

Community & Events

Complaint Management & Resolution

Information Management

Training & Improvement

Policy Implementation

Patient Advocacy: Serve as the primary

point of contact for patients, carers, and families to address concerns,

ensuring their voices are heard and acted upon, particularly those who are

vulnerable or facing barriers to accessing care

Social Prescribing: Working with

identified patients to refer to community services and ensure patients have the

latest community support information available

Carer Support: Proactively supporting

carers, leveraging PCN wide information networks to identify carers who may

need support; coding carers so that the practice has an up to date list

Patient Voice: Coordinate and monitor

patient feedback (e.g., NHS reviews, Friends & Family Test, surveys),

analysing trends and reporting findings to the management team

Patient Access: Actively

encouraging and promoting the use of the NHS App and patient online services

Community Engagement: Act as a liaison

with local community groups, voluntary organisations, and external healthcare

providers to support holistic patient care

Patient Events & Campaigns: Plan,

organise, and manage patient engagement events, health promotion campaigns, and

community outreach initiatives to raise awareness and improve service

accessibility

PPG: Support the coordination of the

Patient Participation Group (PPG), including reporting, engagement, meeting

planning, and action followups

Complaint Management: Investigate and

resolve formal patient complaints in accordance with NHS guidelines, ensuring

timely responses and continuous service improvement.

Conflict Resolution: Mediate between

patients and staff to resolve disputes professionally and constructively

Patient Information Management: Maintain

accurate records of patient interactions, complaints, and resolutions while

ensuring confidentiality and data protection compliance, using Practice Index

and other digital tools

Training: Provide coaching and training

to staff on customer service, communication, de escalation, and patient focused

behaviours

Process improvement: Work collaboratively

with clinical and administrative teams to streamline the patient journey and

improve access to care

Policy Implementation: Ensure the

practices patient-related policies comply with NHS regulations and best

practices

Sleights and Sandsend Medical Practice is a high-performing General Medical Services (GMS) practice located in the scenic coastal and rural landscape near Whitby, North Yorkshire. Proudly holding an Outstanding Care Quality Commission (CQC) rating, we are dedicated to delivering high-quality, patient-centric, and accessible care within a highly supportive, friendly, and learning-oriented team environment.

We operate across two purpose-built sites featuring dedicated parking and on-site dispensing facilities:

Serving a dedicated list of approximately 5,200 patients across Sleights, Whitby, and the surrounding villages, we are a highly valued community asset. As a dispensing practice providing medication directly to over 65% of our patient population and an active member of the Whitby Coast and Moors Primary Care Network, we blend the charm of traditional community medicine with progressive primary care initiatives

Qualifications

Experience