Patient Experience Administrator

London, England, United Kingdom

6/27/2025

About The Role

Are you passionate about delivering exceptional patient care and supporting healthcare services behind the scenes? Join us as a Patient Experience Administrator and play a vital role in enhancing the experience of patients using London’s NHS 111, Out of Hours, and Clinical Assessment Services.

You will be the first point of contact for patients and healthcare professionals raising complaints, compliments, or concerns. Using our dedicated system, Datix, you will investigate and manage feedback, ensuring timely, compassionate responses. Working closely with clinical teams and external partners, you’ll help improve service quality by monitoring incidents and facilitating effective communication.

Key Responsibilities

• Respond to patient complaints and feedback via phone and email in line with Practice Plus Group policies.
• Manage and update cases on Datix, coordinating with managers to ensure timely resolution.
• Investigate complaints by retrieving case notes, voice recordings, and audits.
• Draft responses and reports for complaints and incidents for approval.
• Process Subject Access Requests (SARs).
• Liaise with the legal and senior management teams on potential litigation.
• Monitor trends and share lessons learnt to support quality assurance.
• Attend regular meetings with the London management and wider team.
• Support patient surveys and produce monthly reports.
• Provide administrative support as required.