• Job Description

  Req#: A2890-25-0008?language=en&page=220&sort=publicationDateDesc

  Job summary

  We are seeking someone with previous reception or patient services experience within general practice, who is now looking for a development opportunity to grow their leadership and management skills.

  As Deputy Patient Services Lead, you will play a key role in supporting the effective day-to-day running of the Patient Services function across both surgery sites. This is a vital operational position focused on ensuring that patients receive a high-quality, professional and compassionate service, both in person and via telephone.

  Main duties of the job

  Working closely with the Patient Services Lead and the wider management team, you will help lead and support the Patient Services team, ensuring smooth front-of-house operations, efficient telephone services, and a consistent patient experience that reflects the values of the practice. Your role will require strong leadership, excellent communication skills, and the ability to manage and motivate staff in a busy and dynamic environment.

  Excellent IT skills are necessary as well as a good knowledge of SystmOne or the aptitude to learn it, as well as good working knowledge of MS Word and Excel.

  About us

  Prince of Wales Surgery is a friendly, patient-centred GP practice based in Dorchester and Portesham, Dorset. We are committed to providing high-quality, compassionate healthcare to our local community. Our surgery is fully equipped and well-supported by a multidisciplinary team that values professionalism, collaboration, and kindness.

  Our experienced team includes GPs, nurses, healthcare assistants, receptionists, and administrative staffall dedicated to delivering excellent care. We work closely together in a supportive, inclusive environment where everyones contribution is valued.

  At Prince of Wales Surgery, we foster a warm and respectful atmosphere. Our team is approachable, proactive, and passionate about improving patient outcomes. We prioritise teamwork, communication, and continuous development. We offer a rewarding and balanced work life with opportunities for professional growth and a strong focus on staff wellbeing.

  Details

  Date posted

  20 Awst 2025

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A2890-25-0008

  Job locations

  2 Frederick Treves House

  St John Way

  Dorchester

  Dorset

  DT1 2FD

  
  

  The Surgery

  Malthouse Meadow

  Portesham

  Weymouth

  Dorset

  DT3 4NS

  
  

  Job description

  Job responsibilities

  The following are the core responsibilities of the Deputy Patient Services Lead. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

  • Support the Patient Services Lead with the day-to-day support, leadership, first line management and guidance for the surgery Patient Services team, ensuring an efficient and professional manner is maintained and to provide cover to the team when needed.
  • Supporting the Patient Services Lead in overseeing a telephony hub
  • Ensure Patient Services duties are completed to the highest standard.
  • To help provide communications between patients, doctors and other staff.
  • Support the Patient Services Lead with the induction of all new Patient Services staff.
  • Support the Patient Services Lead in the running of elements and/or services within the practice e.g. compliance with CQC, training requirements, Health and Safety audits etc.
  • Support with reviewing and updating of policies and procedures specific to area of responsibility.
  • Work with the Patient Services Lead and other members of the practice to identify areas for improvement and assist in change management where appropriate.
  • Deputise for the Patient Services manager in dealing with day to day needs, difficulties and requirements of the partners and other clinical staff.
  • Help to ensure adequate cover and the smooth running of the Patient Services Team, reporting any problems.
  • The greeting of patients, dealing with their enquiries in a courteous and polite manner.
  • Dealing with patient complaints relating to front desk/reception services and recording or escalating as necessary.
  • Making appointments and booking patients in for surgeries and clinics.
  • Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
  • Making appointments: offering and arranging appointments for doctors, nurses and allied healthcare professionals; setting up rotas on SystmOne
  • Responding to and resolving local IT issues where appropriate liaising with IT support/or others to resolve hardware and software issues.
  • Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
  • Providing support and ensure training for current and new staff is carried out.
  • Training of staff on practice IT systems as necessary.
  • To promote Equality and Diversity and Health and Safety in themselves

  Job description

  Job responsibilities

  The following are the core responsibilities of the Deputy Patient Services Lead. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

  • Support the Patient Services Lead with the day-to-day support, leadership, first line management and guidance for the surgery Patient Services team, ensuring an efficient and professional manner is maintained and to provide cover to the team when needed.
  • Supporting the Patient Services Lead in overseeing a telephony hub
  • Ensure Patient Services duties are completed to the highest standard.
  • To help provide communications between patients, doctors and other staff.
  • Support the Patient Services Lead with the induction of all new Patient Services staff.
  • Support the Patient Services Lead in the running of elements and/or services within the practice e.g. compliance with CQC, training requirements, Health and Safety audits etc.
  • Support with reviewing and updating of policies and procedures specific to area of responsibility.
  • Work with the Patient Services Lead and other members of the practice to identify areas for improvement and assist in change management where appropriate.
  • Deputise for the Patient Services manager in dealing with day to day needs, difficulties and requirements of the partners and other clinical staff.
  • Help to ensure adequate cover and the smooth running of the Patient Services Team, reporting any problems.
  • The greeting of patients, dealing with their enquiries in a courteous and polite manner.
  • Dealing with patient complaints relating to front desk/reception services and recording or escalating as necessary.
  • Making appointments and booking patients in for surgeries and clinics.
  • Answering the telephone within a reasonable time, dealing with requests and enquiries courteously and politely.
  • Making appointments: offering and arranging appointments for doctors, nurses and allied healthcare professionals; setting up rotas on SystmOne
  • Responding to and resolving local IT issues where appropriate liaising with IT support/or others to resolve hardware and software issues.
  • Ensure the effective use of clinical systems, IT programmes and other systems used throughout the practice.
  • Providing support and ensure training for current and new staff is carried out.
  • Training of staff on practice IT systems as necessary.
  • To promote Equality and Diversity and Health and Safety in themselves

  Person Specification

  Knowledge and Skills

  Essential

  • Experience of working with clinical systems or other database systems
  • A methodical and well organised approach to work and ability to prioritise
  • Excellent communication skills (written and oral)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Problem solving & analytical skills
  • Effective time management
  • Competent in the use of Office and Outlook
  • Ability to follow policy and procedure
  • Good administrator

  Desirable

  • Experience of working with SystmOne

  Qualifications

  Essential

  • Educated to GCSE level or equivalent
  • GCSE Mathematics & English (C or above)

  Experience

  Essential

  • Experience of working in General Practice
  • Experience of working in a customer service setting
  • Telephony and customer service experience

  Personal Qualities and Requirements

  Essential

  • Sensitive, caring and able to show empathy in difficult situations
  • Forward thinker
  • High levels of integrity
  • Motivated
  • Availability to work Mondays and Fridays
  • Flexibility to work outside of core office hours if required
  • Full UK Driving Licence and access to a vehicle which can be used for work purposes

  Person Specification

  Knowledge and Skills

  Essential

  • Experience of working with clinical systems or other database systems
  • A methodical and well organised approach to work and ability to prioritise
  • Excellent communication skills (written and oral)
  • Ability to work as a team member and autonomously
  • Good interpersonal skills
  • Problem solving & analytical skills
  • Effective time management
  • Competent in the use of Office and Outlook
  • Ability to follow policy and procedure
  • Good administrator

  Desirable

  • Experience of working with SystmOne

  Qualifications

  Essential

  • Educated to GCSE level or equivalent
  • GCSE Mathematics & English (C or above)

  Experience

  Essential

  • Experience of working in General Practice
  • Experience of working in a customer service setting
  • Telephony and customer service experience

  Personal Qualities and Requirements

  Essential

  • Sensitive, caring and able to show empathy in difficult situations
  • Forward thinker
  • High levels of integrity
  • Motivated
  • Availability to work Mondays and Fridays
  • Flexibility to work outside of core office hours if required
  • Full UK Driving Licence and access to a vehicle which can be used for work purposes

  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

  Prince of Wales Surgery

  Address

  2 Frederick Treves House

  St John Way

  Dorchester

  Dorset

  DT1 2FD

  
  

  Employer's website

  https://princeofwalessurgery.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Prince of Wales Surgery

  Address

  2 Frederick Treves House

  St John Way

  Dorchester

  Dorset

  DT1 2FD

  
  

  Employer's website

  https://princeofwalessurgery.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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