Patient Service's Manager


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Aldershot, GU12 5BA
Job type:	Permanent
Posting date:	11 Sept 2026
Closing date:	30 Sept 2026

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Summary

Full Time 37.5 hours Monday - Friday. Open to job share discussions. Team Management Lead, support, and manage the reception team, ensuring effective day-to-day operations. Organise staff rotas to ensure adequate coverage during opening hours, including handling leave and absences. Conduct regular team meetings and performance reviews, identifying training and development needs. Provide mentorship and guidance to staff, promoting a positive and professional working environment. Patient Services Ensure the reception team delivers a friendly, professional, and efficient service to all patients. Oversee appointment bookings, telephone systems, and patient enquiries to maintain high standards of accessibility and service. Act as a point of escalation for complex or sensitive patient queries. Promote the use of digital services, such as online booking systems, prescription requests, and patient portals. Complaint Management Handle patient complaints in line with NHS and practice policies, ensuring timely resolution and appropriate communication. Investigate complaints thoroughly, liaising with clinical and administrative staff as necessary. Identify trends or recurring issues and implement service improvements to address them. Keep complaint logs up to date, including records held within Teamnet as well as existing internal systems. Health and Safety Compliance Oversee health and safety policies within the practice, ensuring compliance with relevant regulations. Conduct audit assessments, including for fire safety, infection control, and workplace hazards. Coordinate staff training in health and safety protocols, including first aid and fire safety procedures. Act as the practices point of contact for health and safety inspections or audits. Administration and Reporting Monitor and improve workflows to enhance the efficiency of patient services. Maintain accurate records and documentation related to complaints, incidents, and health and safety activities. Provide regular reports to practice management or partners on key metrics, such as patient feedback, complaints, and operational performance. Quality and Governance Work collaboratively with the management team to ensure compliance with CQC standards and other regulatory requirements. Contribute to quality improvement initiatives and practice development projects. Stay informed about NHS policies, guidelines, and innovations in patient services.

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