PCN Digital Transformation Administrator in Crowthorne

The PCN Communications & Patient Engagement Administrator will provide operational support across a range of non-clinical services within the practices. The post holder will be responsible for coordinating patient communications, digital platforms, administrative systems, and elements of practice operations, ensuring services are delivered efficiently, safely, and in line with NHS guidance and contractual requirements.

Main duties of the job include supporting patient experience, service development, staff engagement, and operational effectiveness, working collaboratively with the Practice Management, clinical teams, and administrative staff.

Key Duties and Responsibilities:

• Patient Experience & Engagement: Act as the lead for patient communications, ensuring information provided to patients is accurate, timely, accessible, and compliant with NHS standards. Coordinate and support the Patient Participation Group (PPG), including help desk activities and patient engagement events. Lead on the Friends and Family Test (FFT), patient surveys, and other feedback mechanisms. Monitor, manage, and respond to patient feedback, including Google Reviews, ensuring learning is shared and actions implemented where appropriate. Analyse patient feedback and survey data to support continuous service improvement.
• Communications, Website & Social Media: Promote PCN practices and its services to enhance patient experience and overall service quality. Manage the practice website, ensuring content is up to date, compliant with NHS England guidance, and meets accessibility requirements. Coordinate social media and digital communications to support health promotion, patient service or updates, and public health campaigns. Produce and distribute patient newsletters and other communications materials.
• Staff Engagement & Internal Communications: Coordinate internal staff communications, including briefings and internal newsletters. Organise staff engagement activities, social events, and charity initiatives in line with practice wellbeing objectives. Support the promotion of a positive, inclusive, and supportive working environment.
• Other: Administration tasks as required by the management team to meet the needs of the practice. Support data collection, reporting, and audit activity across administrative and operational functions. Use data analysis to drive improvements in patient services and enhance the patient experience.
• Governance, Quality & Compliance: Work in accordance with practice policies, procedures, and protocols. Maintain confidentiality and comply with information governance, data protection, and GDPR requirements. Support quality improvement, audit, and service development initiatives. Contribute to the achievement of practice, PCN, and NHS priorities where appropriate.

Confidentiality: In the course of seeking treatment, patients entrust us with sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their Carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential.

Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy.

Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues.

Personal/Professional Development: The post-holder will participate in any training programme implemented by the practice as part of this employment.

Quality: The post-holder will strive to maintain quality within the practice.

Communication: The post-holder should recognise the importance of effective communication within the team.

Contribution to the Implementation of Services: The post-holder will apply practice policies, standards and guidance.

This job description is intended to outline the main duties and responsibilities of the employee. This is not an exhaustive list of duties, and the post holder may be required to undertake any other duties, as required, to meet the needs of the service.

Person Specification:

• Professional, approachable, and patient-focused
• Ability to work independently and use initiative
• Flexible, adaptable, and able to work under pressure
• Commitment to staff wellbeing and engagement
• Innovative and service-improvement focused

Qualifications:

• Educated to GCSE Maths and English or equivalent experience
• Relevant qualification in administration, communications or healthcare

Other:

• Commitment to confidentiality, information governance, and GDPR
• Willingness to undertake training as required
• Registered with a GP that does not work at Ringmead Medical Group
• Must be able to travel between and work across the five sites
• Understanding of equality, diversity, and inclusion in healthcare

Experience:

• Experience of working in a complex administrative office environment
• Experience coordinating multiple workstreams and priorities
• Experience of patient-facing or customer-focused work
• Experience working in GP practice, primary care, NHS, or healthcare setting
• Experience of patient engagement, PPGs, or public-facing communications

Knowledge and Skills:

• Excellent written and verbal communication skills
• Able to grasp new concepts and work on a self-directed basis
• Strong organisational and time-management skills
• Confident IT skills including use of databases, websites, and digital systems
• Ability to analyse data and produce reports
• Knowledge of NHS primary care systems and processes
• Experience managing websites, social media, or newsletters
• Experience working with patient feedback, FFT, surveys, or Google Reviews

Values, Qualities and Attitudes:

• Professional appearance
• Commitment to providing high quality of service to patients
• An understanding, acceptance and adherence to the need for strict confidentiality
• Honest, flexible and self-motivated
• Able to work under pressure
• Able to work in a changing environment
• Demonstrates attention to detail in all aspects of work

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 to check for any previous criminal convictions.