Job summary The Patient Experience Communication and Engagement Coordinator will be responsible for supporting the development and execution of effective communication strategies to enhance patient experience and engagement throughout the care journey. This role involves working closely with GPS healthcare teams to foster positive relationships with patients, their families and wider stakeholders, while ensuring alignment with organisational goals and values. The coordinator will focus on improving ongoing communication, patient feedback, and driving initiatives that promote patient satisfaction, loyalty, and positive outcomes. Main duties of the job Support the development and implementation of a communication strategy that improves patient engagement and satisfaction. Plan and manage social media campaigns, content and patient feedback. Lead patient feedback initiatives, including surveys, comment cards, and online reviews e.g. NHS Choices, to gather insights into patient experiences. About us GPS Healthcare is a modern, dynamic, innovative, successful, training practice based in Solihull, West Midlands.We are a fully formed partnership of six GP surgery sites serving over 40,000 patients, with just over 150 staff members located in the Solihull and Knowle area.We are continually seeking new ways to support and improve local healthcare services for our patient population with training and development being at the heart of what we do, to benefit both our team and our patient population therefore always looking for new members to expand our team. Our vision is to deliver safe, effective and culturally responsive healthcare services, empowering individuals to thrive and communities to flourish. Our Strategic Goals: Strengthen collaboration and communication. Develop proactive strategies to promote healthier lifestyles. Implement change based on feedback and evidence to meet established standards of excellence. Our Values are: C -Care A -Agile R -Respectful E -Efficient Benefits 5 weeks Annual Leave Bank Holidays Birthday day (pro-rated) NHS Pension Scheme Training and development offered Car Lease Scheme Date posted 28 March 2025 Pay scheme Other Salary £13.80 an hour Contract Permanent Working pattern Part-time, Flexible working Reference number A2634-25-1500 Job locations 198 Tanworth Lane Shirley Solihull West Midlands B90 4DD Job description Job responsibilities Plan and write quarterly patient newsletters. Lead patient feedback initiatives, including surveys, comment cards, and online reviews e.g. NHS Choices, to gather insights into patient experiences. Analyse feedback to identify trends and areas for improvement. Collaborate with relevant teams to share information that enables them to address concerns and track improvements based on patient input. Act as a liaison between patients and the healthcare team, ensuring patient concerns via surveys are heard, addressed, and resolved in a timely manner. Engage patients in their care process by providing information, answering questions, and offering resources to improve understanding and involvement. Encourage patient participation in surveys, the patient participation group, focus groups, and other engagement activities to improve services. Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information. Ensuring that patient data is kept confidential at all times and is shared on a need-to-know basis only. Understand responsibility of self and others regarding the Freedom of Information Act. Support training for staff on best practices in patient communication, customer service, and engagement. Understands and demonstrates the characteristics of a role model to members in the team and/or service. Job description Job responsibilities Plan and write quarterly patient newsletters. Lead patient feedback initiatives, including surveys, comment cards, and online reviews e.g. NHS Choices, to gather insights into patient experiences. Analyse feedback to identify trends and areas for improvement. Collaborate with relevant teams to share information that enables them to address concerns and track improvements based on patient input. Act as a liaison between patients and the healthcare team, ensuring patient concerns via surveys are heard, addressed, and resolved in a timely manner. Engage patients in their care process by providing information, answering questions, and offering resources to improve understanding and involvement. Encourage patient participation in surveys, the patient participation group, focus groups, and other engagement activities to improve services. Use technology and appropriate software as an aid to management in planning, implementation and monitoring of care, presenting and communicating information. Ensuring that patient data is kept confidential at all times and is shared on a need-to-know basis only. Understand responsibility of self and others regarding the Freedom of Information Act. Support training for staff on best practices in patient communication, customer service, and engagement. Understands and demonstrates the characteristics of a role model to members in the team and/or service. Person Specification Experience Essential Identifying service improvement based on patient feedback Providing excellent customer service with internal and external customers by telephone, e-mail and digital platforms Significant administration experience including use of spreadsheets and databases to formulate reports Demonstrable experience of dealing with highly sensitive and confidential information Ability to work with external stakeholders Desirable NHS background / experience Qualifications Essential GCSE English & Maths (A-C or equivalent) Desirable Qualification in social media management, digital marketing or management and/or communications and engagement Knowledge and Skills Essential Strong verbal and written communication skills with the ability to convey complex information in a clear and compassionate manner Proficiency in stakeholder management, patient satisfaction platforms, or other healthcare engagement software Excellent organisational skills, attention to detail, and ability to manage multiple tasks and deadlines Methodical approach and effective organisational skills Ability to work collaboratively in a fast-paced, team-oriented environment Familiarity with digital communication channels, including patient portals and mobile apps. Desirable An understanding of GDPR ACT and principles of confidentiality & Knowledge of regulatory and patient confidentiality standards Person Specification Experience Essential Identifying service improvement based on patient feedback Providing excellent customer service with internal and external customers by telephone, e-mail and digital platforms Significant administration experience including use of spreadsheets and databases to formulate reports Demonstrable experience of dealing with highly sensitive and confidential information Ability to work with external stakeholders Desirable NHS background / experience Qualifications Essential GCSE English & Maths (A-C or equivalent) Desirable Qualification in social media management, digital marketing or management and/or communications and engagement Knowledge and Skills Essential Strong verbal and written communication skills with the ability to convey complex information in a clear and compassionate manner Proficiency in stakeholder management, patient satisfaction platforms, or other healthcare engagement software Excellent organisational skills, attention to detail, and ability to manage multiple tasks and deadlines Methodical approach and effective organisational skills Ability to work collaboratively in a fast-paced, team-oriented environment Familiarity with digital communication channels, including patient portals and mobile apps. Desirable An understanding of GDPR ACT and principles of confidentiality & Knowledge of regulatory and patient confidentiality standards Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. Employer details Employer name GPS Healthcare Address 198 Tanworth Lane Shirley Solihull West Midlands B90 4DD Employer's website https://www.gpshealthcare.co.uk/ (Opens in a new tab)