# Patient Experience Administrator > NHS job listing from Job Clerk for Practice Plus Group. ## Canonical URLs - **HTML:** https://www.jobclerk.com/job/patient-experience-administrator/e7b5701c-3d30-4a6a-b010-7823150eb474 - **Markdown:** https://www.jobclerk.com/job/patient-experience-administrator/e7b5701c-3d30-4a6a-b010-7823150eb474.md ## Summary - **Status:** Live - **Employer:** Practice Plus Group - **Town:** London - **Region:** South East - **Country:** England - **Profession:** Administrative and IT - **Salary:** £28,000 a year - **Contract type:** Permanent - **Employment type:** Full-time - **Closing date:** 2026-07-03T23:59:00.000Z - **Posted:** 2026-06-19T07:34:31.972Z - **Source information URL:** https://www.jobs.nhs.uk/candidate/jobadvert/E0314-26-2300?employerCode=E0314 - **Application URL:** https://apply.practiceplusiuc.com/vacancies/14280/patient-experience-administrator.html ## Job Content ### Job summary We are looking for a dedicated and detailfocused IUC Patient Experience Administrator to join our North West London team, based at Stockley Park. In this important role, you will support the delivery of patientcentered services across NHS 111, Out of Hours (OOH), and the Clinical Assessment Service (CAS). You will act as a key point of contact for patient feedback, managing complaints, compliments, incidents, and healthcare professional feedback. Working closely with the Quality & Patient Experience Manager and wider operational teams, you will ensure all concerns are handled efficiently, sensitively and in line with organisational standards. This role offers the opportunity to make a meaningful difference to patient experience by ensuring feedback is investigated thoroughly, learning is captured, and improvements are driven across the service. Youll be part of a collaborative environment that values compassion, integrity, and continuous improvement. ### Main duties of the job Acting as the first point of contact for complaints, incidents and feedback across IUC services. Investigating concerns by gathering information such as case notes, audits and voice recordings. Managing and updating Datix to ensure accurate tracking and timely resolution of cases. Drafting clear, professional responses to complaints and feedback for review and approval. Liaising with patients, healthcare professionals and external stakeholders to provide updates. Monitoring actions and ensuring all tasks are completed within agreed timescales. Escalating serious concerns, including potential legal or negligence claims. Supporting the production of reports, identifying trends and sharing learning outcomes. Processing Subject Access Requests and patient surveys. Attending regular meetings and contributing to service improvement discussions. ### About us Experience in an administrative or patient experience role, ideally within healthcare. Strong attention to detail with the ability to manage sensitive information confidentially. Excellent communication skills, both written and verbal, with a compassionate approach. Ability to prioritise workload and meet deadlines in a fastpaced environment. Good IT skills, including Microsoft Office, and ideally experience using Datix. Analytical skills to interpret data and identify trends from patient feedback. Understanding of NHS services such as 111, OOH or complaints/PALS processes is desirable. A professional, calm and empathetic manner when handling challenging situations. ### Details - Date posted: 19 June 2026 - Pay scheme: Other - Salary: £28,000 a year £26,000 - Contract: Permanent - Working pattern: Full-time - Reference number: 14280 - Job locations: 3 Roundwood Avenue, Uxbridge, UB111AF, United Kingdom ### Job responsibilities We are looking for a dedicated and detailfocused IUC Patient Experience Administrator to join our North West London team, based at Stockley Park. In this important role, you will support the delivery of patientcentered services across NHS 111, Out of Hours (OOH), and the Clinical Assessment Service (CAS). You will act as a key point of contact for patient feedback, managing complaints, compliments, incidents, and healthcare professional feedback. Working closely with the Quality & Patient Experience Manager and wider operational teams, you will ensure all concerns are handled efficiently, sensitively and in line with organisational standards. This role offers the opportunity to make a meaningful difference to patient experience by ensuring feedback is investigated thoroughly, learning is captured, and improvements are driven across the service. Youll be part of a collaborative environment that values compassion, integrity, and continuous improvement. ## Job Details We are looking for a dedicated and detailfocused IUC Patient Experience Administrator to join our North West London team, based at Stockley Park. In this important role, you will support the delivery of patientcentered services across NHS 111, Out of Hours (OOH), and the Clinical Assessment Service (CAS). You will act as a key point of contact for patient feedback, managing complaints, compliments, incidents, and healthcare professional feedback. Working closely with the Quality & Patient Experience Manager and wider operational teams, you will ensure all concerns are handled efficiently, sensitively and in line with organisational standards. This role offers the opportunity to make a meaningful difference to patient experience by ensuring feedback is investigated thoroughly, learning is captured, and improvements are driven across the service. Youll be part of a collaborative environment that values compassion, integrity, and continuous improvement. ## Job Description Acting as the first point of contact for complaints, incidents and feedback across IUC services. Investigating concerns by gathering information such as case notes, audits and voice recordings. Managing and updating Datix to ensure accurate tracking and timely resolution of cases. Drafting clear, professional responses to complaints and feedback for review and approval. Liaising with patients, healthcare professionals and external stakeholders to provide updates. Monitoring actions and ensuring all tasks are completed within agreed timescales. Escalating serious concerns, including potential legal or negligence claims. Supporting the production of reports, identifying trends and sharing learning outcomes. Processing Subject Access Requests and patient surveys. Attending regular meetings and contributing to service improvement discussions. ## Responsibilities We are looking for a dedicated and detailfocused IUC Patient Experience Administrator to join our North West London team, based at Stockley Park. In this important role, you will support the delivery of patientcentered services across NHS 111, Out of Hours (OOH), and the Clinical Assessment Service (CAS). You will act as a key point of contact for patient feedback, managing complaints, compliments, incidents, and healthcare professional feedback. Working closely with the Quality & Patient Experience Manager and wider operational teams, you will ensure all concerns are handled efficiently, sensitively and in line with organisational standards. This role offers the opportunity to make a meaningful difference to patient experience by ensuring feedback is investigated thoroughly, learning is captured, and improvements are driven across the service. Youll be part of a collaborative environment that values compassion, integrity, and continuous improvement. ## Person Specification ### Experience **Essential** - For more information please contact us directly **Desirable** - For more information please contact us directly ### Qualifications **Essential** - For more information please contact us directly **Desirable** - For more information please contact us directly ### Additional Criteria **Essential** - For more information please contact us directly **Desirable** - For more information please contact us directly ## Agent Notes - This Markdown page is generated from the same Job Clerk job record as the HTML job detail page. - Use the canonical HTML URL for user-facing references. - Use the application URL when the user wants to apply on the source NHS site.