Digital Services & Patient Experience Lead

Make a Real Difference to Patient Care Through Innovation and Improvement

Newbattle Medical Group is looking for a motivated and forward-thinking Digital Services & Patient Experience Lead to help shape the future of our practice.

This is a unique opportunity to lead digital transformation, improve patient experience, drive service improvements, and manage patient communications across two busy GP practices. You will work closely with the Practice Manager, GP Partners and the wider team to ensure that technology is used effectively, patient feedback leads to meaningful improvements, and communication with our patients is clear, accessible and engaging.

About the Role

This varied and rewarding role combines three key areas of responsibility:

Digital Services & Innovation

You will lead projects that improve efficiency, streamline workflows and enhance patient access through effective use of technology. You will oversee the day-to-day management of practice IT systems, optimise key clinical and administrative systems including Vision, Docman and eConsult, and provide support and training to staff.

Complaints & Patient Experience

You will be the lead contact for patient complaints, concerns and feedback. Working alongside clinicians and management, you will coordinate investigations, draft responses, identify learning opportunities and help ensure that patient feedback drives continuous improvement across the practice.

Communications & Engagement

You will manage the practice website and social media presence, develop patient-facing communications, and help ensure patients have clear and accurate information about services, appointments and developments within the practice.

About You

We are looking for someone who is organised, innovative and passionate about improving healthcare services.

You will have:

• Experience managing digital systems, technology projects or service improvement initiatives.
• Experience handling complaints, investigations or difficult conversations with members of the public.
• Excellent written and verbal communication skills.
• Experience producing clear, engaging communications for a public audience.
• Knowledge of digital systems and an ability to support organisational change
• Strong organisational skills with the ability to manage multiple priorities
• A professional, empathetic and patient-focused approach.

Experience within a GP practice, NHS setting, IT, communications, service improvement or digital transformation role would be advantageous.

Why Join Us?

At Newbattle Medical Group, we are committed to delivering high-quality patient care while embracing innovation and continuous improvement. This role offers the opportunity to influence how services are delivered, lead meaningful projects and make a tangible difference to both patients and staff.

Pay: £32,000.00-£37,000.00 per year

Benefits:

• Company pension
• Free parking

Work Location: In person