Job summary
The post holder will support the Quality and Patient Engagement Manager and the wider Quality team with a range of administrative tasks.
This includes helping to manage the day-to-day administration of complaints, Subject Access Requests, patient online access requests, governance records, patient communications and other general administration.
The post holder will work with colleagues to make sure complaints, and governance tasks are recorded, followed up and kept up to date.
The role includes supporting the preparation of information, paperwork, and draft responses, with clinical decisions, complaint outcomes, and final responses being reviewed and approved by the appropriate senior or clinical member of staff.
Main duties of the job
- Coordinate the practice complaints process, ensuring cases are managed accurately and within agreed timescales
- Prepare complaint documentation, correspondence, and investigation records to support effective resolution
- Monitor and manage the Patient Care email inbox, prioritising enquiries and escalating complex issues where required
- Provide administrative support for clinical governance activities, including Significant Events, audits, and quality improvement initiatives
- Process Subject Access Requests, Online Access Requests, and other information governance tasks in line with relevant procedures
- Maintain accurate records, spreadsheets, and report governance compliance and performance monitoring
- Prepare agendas, take minutes, and coordinate documentation for governance and quality meetings
- Support regulatory compliance by maintaining policies, governance records, and evidence for inspections and audits
- Administer Personally Administered Items claims, ensuring accurate record and timely submissions of claims
- Deliver professional, empathetic customer service while supporting patients, clinicians, and colleagues with administrative queries
- Deliver
About us
We are friendly GP practice with over 70 years of history, led by a stable, forward-thinking Partnership that is ready to embrace the new look of Primary Care.
We have four site and over 46,000 patients across the city of Derby.
We seek someone who is keen to become a part of a growing and supportive team and is looking to work in an ambitious practice.
In return, Lister House Surgery will offer you the following benefits:
- Generous holiday entitlement
- NHS Pensions Scheme
- Access to variety of NHS discounts
- Employee EAP well-being support
- Employee discounts
Details
- Date posted: 29 July 2026
- Pay scheme: Other
- Salary: £12.71 an hour
- Contract: Permanent
- Working pattern: Full-time, Flexible working
- Reference number: A5287-26-0024
- Job locations: 207 St Thomas Road, Pear Tree, Derby, DE23 8RJ, United Kingdom
Job responsibilities
Please view the attached Job Description and Person Specification for full details regarding this post.
Person specification
Skills
Essential
- Excellent communication skills (written, oral, and presenting)
- Excellent time management (planning and organising)
Desirable
- Skilled in Microsoft Office software
- SystmOne Clinical system >1 year
Experience
Essential
- Experience of working within a busy office environment
Desirable
- Experience of working in a healthcare setting
Qualifications
Essential
- Qualified to GCSE standard or NVQ equivalent
Other Requirements
Essential
- Disclosure and Barring Service (DBS) check
- Maintains confidentiality at all times
Desirable
- Full UK driving licence
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
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Applying for this NHS job
This advert is for Quality & Patient Engagement Administrator with Lister House Surgery in Derby, England. It is listed as a Administrative and IT role. The advertised salary is £12.71 an hour. The contract type is Permanent. The application deadline is 26 Aug 2026.
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