Patient support team lead


Company:	NHS Jobs
Salary:	Negotiable
Hours:	Full-time
Location:	Penrith, CA11 8HW
Job type:	Permanent
Posting date:	23 Oct 2026
Closing date:	20 Nov 2026

Apply for this job

Summary

Management & Leadership Responsibilities Manage the patient support team (PST) staff alongside the operations manager. Act as a point of contact between the clinical team and Patient Support Team. Support and coach staff in the effective use of practice systems. Identify training needs and recommend appropriate training. Monitor system utilisation and quality standards across the practice. Ensure adequate staffing levels within the Patient Support Team. Cover for members of the team when required. Support new clinical staff and locum GPs with system setup and training. Provide advice, guidance and support to colleagues on practice systems and protocols. Champion a culture of continuous improvement and motivate colleagues to generate and implement new ideas. Participate in workforce planning and ensuring effective team cover. Coordinate meetings, prepare agendas, take minutes and maintain action logs. Quality Improvement & Service Development Lead and deliver improvement projects aimed at improving patient care and practice processes. Gather, analyse and present information, statistics and performance data to support decision making. Complete and monitor daily quality checks against practice standards. Champion quality improvement initiatives throughout the practice. Undertake clinical and non-clinical audits to assess compliance with local and national standards. Support the ongoing practice audit programme. Monitor improvement initiatives and ensure actions are implemented effectively. Identify opportunities for efficiency savings and service improvements. Highlight problems, potential improvements and efficiencies to the practice management team & partners. Work with management to implement agreed service changes and transitional projects. Contribute to the development and review of team processes and procedures. Ensure all processes are documented and accessible to staff. Systems & Process Improvement Work across all practice areas to improve system utilisation. Develop, maintain and improve administrative systems and processes. Source and cost new systems to improve ways of working. Test and trial new systems and technologies. Develop protocols, guidance documents and staff training materials for new systems. Maintain and annually review practice protocols through teamnet. Support staff to improve their knowledge and use of practice systems. Monitor and validate data used within projects and improvement work. Manage and update practice templates and letters. Governance, Complaints & Patient Experience Support complaint investigations through information gathering and report drafting. Facilitate Patient Participation Group (PPG) communications. Develop effective relationships with key internal and external stakeholders. Ensure effective and regular patient communications. Monitor compliance with data protection, information governance and practice policies. Strategic & Analytical Responsibilities Produce data analysis, reports, spreadsheets and charts to support informed decision making. Demonstrate initiative and judgement in resolving operational issues. Monitor quality standards and performance indicators. Support practice claims and income generation activities. Ensure effective use of resources through cost-effective sourcing and minimising waste.

Apply for this job