Patient Experience Administrative Assistant

This role is part-time (18 hours per week)

The Patient Experience Admin Assistantprovides administrative and operational support to the Patient Experience Lead,ensuring accurate management of complaints, patient feedback, learning events,and engagement activities across the PCN. The postholder maintains accuraterecords, supports reporting, and enables timely, reliable patient experienceprocesses.

Log and trackcomplaints, concerns, compliments, and feedback in the central PCN system.

Sendacknowledgments and monitor response timelines, flagging delays or issues tothe Patient Experience Lead.

Support andmaintain accurate administration of learning events and significant eventslogged on TeamNet, including record keeping, meeting support, and actiontracking.

Prepare, schedule,and support meetings, including agendas, minutes, and follow-up actions.

Collate, process,and summarise Friends & Family Test FFT data and other patient feedbackfor review by the Patient Experience Lead.

Support productionof dashboards and reports, providing accurate data input and documentformatting.

Assist with You said, wedid communications to inform patients of improvements.

Provide generaladministrative support to ensure smooth operational delivery of the PatientExperience function.

Brownlowprides itself in being an exceptional employer. We have a dedicated staffwellbeing team and offer numerous staff benefits and incentives includingprotected study leave with financial allowance. You will receive a 6-monthmentorship/induction package.

Brownlow isan organisation that is committed to equality and diversity, and we strive forour workforce to be representative and inclusive of the complex and diversecommunity which we are proud to serve. With this commitment in mind, weactively encourage individuals who self-identify as having protectedcharacteristics to apply for this role. We are particularly keen to encourageapplications from: individuals with linguistic diversity, members of the LGBTQ+community; members of black, minority ethnic, and minority faith groups; andfrom those who are disabled and / or neurodiverse. We are mindful that we maynot always be aware of structural and systemic factors, which might discourageor prevent certain minority groups and marginalised populations from applyingto join our team. If you are aware that any such barriers do exist, please letus know so that we can work to overcome and dismantle these.

Other job locations include:

Ropewalks Surgery, Argyle Street, L1 5DL

Kensington Neighbourhood Centre, Edge Lane

Marybone Health Centre, Vauxhall Road

Princes Park Health Centre, L8 0SY

Complaints andfeedback logged accurately within 2 working days; acknowledgements sent within3 working days.

Monthly feedback summariesand KO14b statutory reporting completed accurately and on time.

Meetings organisedwith agendas, minutes, and follow-up actions completed on schedule.

Evidence ofcontribution to smooth running of complaints, learning events, and engagementactivities.

Positive feedbackfrom the Patient Experience Lead regarding reliability, accuracy, andtimeliness.

Accurate input ofcomplaints, learning events, and patient feedback into dashboards and reports.

• GCSEs in English and Maths

• Administrative or office support experience
• Attention to detail and accuracy in data entry and record-keeping.
• Good written and verbal communication skills.
• NHS experience
• Experience supporting complaints or patient feedback processes.
• Familiarity with FFT, PPGs, and NHS reporting requirements.
• Awareness of patient confidentiality and GDPR requirements.

• Strong organisational and time management skills.

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.