Job summary

This is an exciting opportunity to join Norfolk and Suffolk Integrated Care Board in a senior leadership role, shaping the future of place and neighbourhood health across Great Yarmouth and Waveney.

As Associate Director of Place and Neighbourhoods, you will lead the strategic commissioning and transformation of place and neighbourhood-based services, including community health and wider statutory and VCFSE out-of-hospital care. Working with Associate Directors for Primary Care and peers across Norfolk and Suffolk, you will ensure services are proactive, preventative, integrated, high quality, evidence-based and responsive to children, adults and older people.

You will lead the Be Well, Age Well and Die Well domains in Great Yarmouth and Waveney, while working collaboratively to integrate Start Well, Feel Well and Stay Well priorities within neighbourhoods and deliver measurable progress towards the three shifts of the NHS Ten Year Plan.

We are looking for an experienced and collaborative senior leader with deep healthcare commissioning expertise and the ability to work across NHS providers, local authorities, voluntary sector organisations, service users and the public. You will bring strategic vision, sound judgement and the ability to build trusted relationships and lead complex change in a politically sensitive environment.

This will be a hybrid role with some requirements for office working in Norwich, Lowestoft and Ipswich.

Main duties of the job

You will lead the development of the ICB's neighbourhood health commissioning strategy for Great Yarmouth and Waveney, aligning national policy with local population health needs, and be accountable for community health and out-of-hospital health commissioning programmes.

You will lead the full commissioning cycle, including needs assessment, service design, enabling requirements, contracting and evaluation, ensuring services are co-produced with patients, carers and communities and address health inequalities. You will manage high-value contracts, performance, risk and continuous improvement, as well as budgets, financial planning, investment prioritisation and value for money.

You will provide expert advice to executive teams, programme boards and governance committees and lead engagement with NHS trusts, local authorities and VCSE organisations. You will represent the ICB at regional and national forums, contributing to policy development and strategic alignment.

You will lead senior staff, support workforce development and foster effective matrix working across system partners. You will also be responsible for strategic and operational management, business planning, policy and service development, promoting innovation, analysing complex information and supporting evidence-based decision making across Great Yarmouth and Waveney.

Closing date: Tuesday 17 November 2026

Proposed Interview date: Friday 11 December 2026 at County Hall, Norwich

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.

Job summary

Main purpose of role

• To provide a positive, friendly and professional first point of contact for patients, carers and visitors, whether in person, by telephone or through the online system.

• To support patients through their care journey within the practice, acting as a central point of contact and ensuring timely coordination of appointments, follow-ups and communication between clinical teams, external services and patients.

• To support the clinical and administrative teams with a range of patient-related administrative tasks, working flexibly across reception and administration as the needs of the service require.

Main duties of the job

• Meet and greet patients and visitors, providing a high-quality, patient-first service in person, by telephone and online forms.

• Act as a first point of contact for patients, responding to queries with empathy and professionalism and helping them navigate practice services and the appropriate care pathway, in line with practice protocols. Book, amend and cancel appointments across clinical teams to support continuity of care, ensuring follow-ups are booked and clearly communicated, and contacting patients to rearrange appointments where a clinical session changes. Arrange referrals, tests and follow-up appointments, including booking referrals through the NHS e-Referral Service. Process incoming clinical and administrative correspondence, prioritising and routing items for clinicians and teams to action, in line with practice workflow protocols. Liaise with patients, secondary care, social services, community providers and other health professionals to resolve problems and answer queries. Identify and escalate complex or vulnerable patient needs to the appropriate person. Explain practice services and procedures to new patients and those registering as temporary residents ensuring all required registration documentation is completed. Ensure death notifications are administered and communicated promptly in line with practice procedure. Draft and send patient communications -letters, SMS messages, emails and online forms - as required. See job description for full list of duties

About us

The Fakenham Medical Practice

The Fakenham Medical Practice (FMP) is an eleven-doctor dispensing practice providing care to around 15,900 patients in and around Fakenham in North Norfolk.

We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high-quality, patient-focused care. Patients' interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multidisciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services, e.g. physiotherapy and midwifery.

The practice is part of the Norfolk and Suffolk Integrated Care Board (NSICB) and its local Primary Care Network (PCN), and has a branch surgery at Walsingham. We are a training practice for GP Trainees.

Details

Date posted

29 October 2026

Pay scheme

Other

Salary

£24,810.68 a year

Contract

Permanent

Working pattern

Full-time

Reference number

A3006-26-0000

Job locations

Meditrina House

Trinity Road

Fakenham

Norfolk

NR21 8SY

United Kingdom

Job description

Job responsibilities

Job Description

Job title:Patient Services Coordinator

Hours: Minimum 37 hours per week

Holidays: 28 days pro rata plus bank holidays - pro rata

Reports to: Patient Experience & Quality Lead

Accountable to: Practice Manager

The Fakenham Medical Practice

The Fakenham Medical Practice (FMP) is an eleven-doctor dispensing practice providing care to around 15,900 patients in and around Fakenham in North Norfolk.

We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high-quality, patient-focused care. Patients' interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multidisciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services, e.g. physiotherapy and midwifery.

The practice is part of the Norfolk and Suffolk Integrated Care Board - NSICB, and its local Primary Care Network - PCN, and has a branch surgery at Walsingham. We are a training practice for GP Trainees.

Practice Mission Statement

Fakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.

Why this role exists

We are here to serve our patients and to keep the practice running smoothly. The Patient Services Coordinator is at the heart of both: making sure every patient who contacts us is helped quickly, kindly and accurately, and supporting our clinical and administrative teams so they can focus on delivering good care.

Main purpose of role

To provide a positive, friendly and professional first point of contact for patients, carers and visitors, whether in person, by telephone or through the online system.

To support patients through their care journey within the practice, acting as a central point of contact and ensuring timely coordination of appointments, follow-ups and communication between clinical teams, external services and patients.

To support the clinical and administrative teams with a range of patient-related administrative tasks, working flexibly across reception and administration as the needs of the service require.

Key relationships

Partners, salaried doctors, trainees, Chief Executive, Practice Manager, , Patient Experience & Quality Lead, Patient Services Lead, nursing and HCA teams, Patient Services colleagues, all other FMP staff, patients, carers, Patient Participation Group members, secondary care, social services and other community providers.

Job duties and responsibilities

Meet and greet patients and visitors, providing a high-quality, patient-first service in person, by telephone and via online forms.

Act as a first point of contact for patients, responding to queries with empathy and professionalism and helping them navigate practice services and the appropriate care pathway, in line with practice protocols.

Book, amend and cancel appointments across clinical teams to support continuity of care, ensuring follow-ups are booked and clearly communicated, and contacting patients to rearrange appointments where a clinical session changes.

Arrange referrals, tests and follow-up appointments, including booking referrals through the NHS e-Referral Service.

Process incoming clinical and administrative correspondence, prioritising and routing items for clinicians and teams to action, in line with practice workflow protocols.

Liaise with patients, secondary care, social services, community providers and other health professionals to resolve problems and answer queries.

Identify and escalate complex or vulnerable patient needs to the appropriate person.

Coordinate practice clinics and recalls, contacting identified patients to offer appointments, and support national screening and immunisation programmes by encouraging patient uptake.

Explain practice services and procedures to new patients and those registering as temporary residents and ensure all required registration documentation is completed.

Complete basic, non-opinion, forms and the core elements of other forms, such as insurance, mortgage and benefits agency forms, for a clinician to review and sign.

Ensure death notifications are administered and communicated promptly in line with practice procedure.

Draft and send patient communications - letters, SMS messages, emails and online forms, as required.

Record and monitor aspects of care coordination and service delivery on SystmOne, supporting data collection, searches and audit.

Respond promptly and appropriately to patient needs in the waiting area, e.g. queues, confusion or sudden illness, calling for help when required.

Advise patients of charges for non-NHS services, take payment and issue receipts.

Take messages and pass on information accurately and in a timely way.

Check and sign for deliveries, contacting other agencies on site where deliveries are for them, and keep the reception area tidy and free from obstructions.

Open and close the surgery, following all associated procedures, when rota'd to do so.

Provide cover during core opening hours and extended access hours, evenings and some Saturdays, on a rota basis, and cover colleagues during sickness and annual leave.

Working in the practice

Maintain accurate, up-to-date patient records on SystmOne in line with data protection requirements.

Communicate politely and effectively with patients, carers, colleagues and other contacts, recognising people's needs for alternative methods of communication, e.g. translation services, and working collaboratively to support a seamless multidisciplinary service.

Flag safeguarding, clinical or operational concerns to the appropriate lead without delay.

Report complaints, incidents, near misses, broken or damaged equipment and health and safety risks to the Patient Experience & Quality Lead, or, in their absence, the Practice Manager, taking or recommending corrective action where appropriate.

Support service improvement initiatives relating to access, patient experience and care coordination, and help maintain and continuously improve working practices.

Adhere at all times to practice policies, NHS guidelines and CQC requirements, including information governance, confidentiality, health and safety, infection prevention and control, and equality and diversity, and report any breach or suspected breach immediately.

Undertake regular training and development, keep a personal development plan up to date and attend team and staff meetings.

Undertake any other activities that may reasonably be requested by the Patient Experience & Quality Lead, Practice Manager, Chief Executive or the Partners.

General

This job description is not exhaustive. You are required to carry out all duties and obligations of which you have been advised, and to comply with any rules, instructions, directions, policies, protocols and procedures as may from time to time relate to your employment. You will also be given oral instructions about your duties and responsibilities, which you should follow to the best of your ability. If you do not understand what is required, or are unable to fulfil it, you should tell the person who gave the instruction or, if they are unavailable, your line manager.

Your job title and job description may be amended from time to time, and you may be called upon to carry out additional or other duties as may reasonably be required. There may also be times when you are asked to transfer to an alternative job, either on a temporary or permanent basis. You will not be assigned duties or required to perform services which you cannot reasonably be expected to perform.

The nature of our business and the changing needs of the NHS mean that you must be flexible in your approach to your work and in the duties you may be required to undertake in order to provide service to our patients. Your duties will inevitably vary and develop over time. You may occasionally be asked to support services across the Primary Care Network.

Job description Job responsibilities Job DescriptionJob title:Patient Services CoordinatorHours: Minimum 37 hours per weekHolidays: 28 days pro rata plus bank holidays - pro rataReports to: Patient Experience & Quality LeadAccountable to: Practice ManagerThe Fakenham Medical PracticeThe Fakenham Medical Practice (FMP) is an eleven-doctor dispensing practice providing care to around 15,900 patients in and around Fakenham in North Norfolk.We work from modern, purpose-built premises. The partners and staff have a shared belief in the delivery of high-quality, patient-focused care. Patients' interests are kept very much to the fore and there is a strong commitment to develop patient services. To promote a multidisciplinary team approach, we share our premises with other providers including a pharmacy, adult social services and local community services, e.g. physiotherapy and midwifery.The practice is part of the Norfolk and Suffolk Integrated Care Board - NSICB, and its local Primary Care Network - PCN, and has a branch surgery at Walsingham. We are a training practice for GP Trainees.Practice Mission StatementFakenham Medical Practice is committed to working with compassion and understanding to provide all its patients with accessible, responsive and efficient services that deliver good, safe and effective care.Why this role existsWe are here to serve our patients and to keep the practice running smoothly. The Patient Services Coordinator is at the heart of both: making sure every patient who contacts us is helped quickly, kindly and accurately, and supporting our clinical and administrative teams so they can focus on delivering good care.Main purpose of role To provide a positive, friendly and professional first point of contact for patients, carers and visitors, whether in person, by telephone or through the online system. To support patients through their care journey within the practice, acting as a central point of contact and ensuring timely coordination of appointments, follow-ups and communication between clinical teams, external services and patients. To support the clinical and administrative teams with a range of patient-related administrative tasks, working flexibly across reception and administration as the needs of the service require.Key relationshipsPartners, salaried doctors, trainees, Chief Executive, Practice Manager, , Patient Experience & Quality Lead, Patient Services Lead, nursing and HCA teams, Patient Services colleagues, all other FMP staff, patients, carers, Patient Participation Group members, secondary care, social services and other community providers.Job duties and responsibilities Meet and greet patients and visitors, providing a high-quality, patient-first service in person, by telephone and via online forms. Act as a first point of contact for patients, responding to queries with empathy and professionalism and helping them navigate practice services and the appropriate care pathway, in line with practice protocols. Book, amend and cancel appointments across clinical teams to support continuity of care, ensuring follow-ups are booked and clearly communicated, and contacting patients to rearrange appointments where a clinical session changes. Arrange referrals, tests and follow-up appointments, including booking referrals through the NHS e-Referral Service. Process incoming clinical and administrative correspondence, prioritising and routing items for clinicians and teams to action, in line with practice workflow protocols. Liaise with patients, secondary care, social services, community providers and other health professionals to resolve problems and answer queries. Identify and escalate complex or vulnerable patient needs to the appropriate person. Coordinate practice clinics and recalls, contacting identified patients to offer appointments, and support national screening and immunisation programmes by encouraging patient uptake. Explain practice services and procedures to new patients and those registering as temporary residents and ensure all required registration documentation is completed. Complete basic, non-opinion, forms and the core elements of other forms, such as insurance, mortgage and benefits agency forms, for a clinician to review and sign. Ensure death notifications are administered and communicated promptly in line with practice procedure. Draft and send patient communications - letters, SMS messages, emails and online forms, as required. Record and monitor aspects of care coordination and service delivery on SystmOne, supporting data collection, searches and audit. Respond promptly and appropriately to patient needs in the waiting area, e.g. queues, confusion or sudden illness, calling for help when required. Advise patients of charges for non-NHS services, take payment and issue receipts. Take messages and pass on information accurately and in a timely way. Check and sign for deliveries, contacting other agencies on site where deliveries are for them, and keep the reception area tidy and free from obstructions. Open and close the surgery, following all associated procedures, when rota'd to do so. Provide cover during core opening hours and extended access hours, evenings and some Saturdays, on a rota basis, and cover colleagues during sickness and annual leave.Working in the practice Maintain accurate, up-to-date patient records on SystmOne in line with data protection requirements. Communicate politely and effectively with patients, carers, colleagues and other contacts, recognising people's needs for alternative methods of communication, e.g. translation services, and working collaboratively to support a seamless multidisciplinary service. Flag safeguarding, clinical or operational concerns to the appropriate lead without delay. Report complaints, incidents, near misses, broken or damaged equipment and health and safety risks to the Patient Experience & Quality Lead, or, in their absence, the Practice Manager, taking or recommending corrective action where appropriate. Support service improvement initiatives relating to access, patient experience and care coordination, and help maintain and continuously improve working practices. Adhere at all times to practice policies, NHS guidelines and CQC requirements, including information governance, confidentiality, health and safety, infection prevention and control, and equality and diversity, and report any breach or suspected breach immediately. Undertake regular training and development, keep a personal development plan up to date and attend team and staff meetings. Undertake any other activities that may reasonably be requested by the Patient Experience & Quality Lead, Practice Manager, Chief Executive or the Partners.GeneralThis job description is not exhaustive. You are required to carry out all duties and obligations of which you have been advised, and to comply with any rules, instructions, directions, policies, protocols and procedures as may from time to time relate to your employment. You will also be given oral instructions about your duties and responsibilities, which you should follow to the best of your ability. If you do not understand what is required, or are unable to fulfil it, you should tell the person who gave the instruction or, if they are unavailable, your line manager.Your job title and job description may be amended from time to time, and you may be called upon to carry out additional or other duties as may reasonably be required. There may also be times when you are asked to transfer to an alternative job, either on a temporary or permanent basis. You will not be assigned duties or required to perform services which you cannot reasonably be expected to perform. The nature of our business and the changing needs of the NHS mean that you must be flexible in your approach to your work and in the duties you may be required to undertake in order to provide service to our patients. Your duties will inevitably vary and develop over time. You may occasionally be asked to support services across the Primary Care Network.

Person Specification

Qualifications

Essential

• Good standard of general education
• GCSE Mathematics and English at grade C / 4 or above (or equivalent)

Desirable

• NVQ Level 2 in Customer Care or Business Administration (or equivalent)
• AMSPAR or other medical administration / medical terminology qualification

Skills

Essential

• * Excellent written and verbal communication skills
• * Good, confident IT skills (e.g. Microsoft Word, Outlook, email)
• * Clear, polite telephone manner
• * Time management and the ability to prioritise and work to deadlines
• * Accurate data entry and attention to detail
• * Problem-solving skills and good judgement
• * Good interpersonal skills

Desirable

• * Understanding of basic medical terminology

Other Requirements

Essential

• * Able to work flexibly on a rota, including extended access hours (evenings and some Saturdays)

Desirable

• * Able to work at the Walsingham branch surgery when required

Experience

Essential

• Experience of working with the public, both face to face and on the telephone

Desirable

• Reception or front-of-house experience
• Administrative experience, including handling correspondence
• Experience of working in a healthcare setting
• Working knowledge of SystmOne or an equivalent clinical system
• Experience of the NHS e-Referral Service (e-RS)

Behaviours

Essential

• * Smart, polite and confident
• * Honest and reliable, with good timekeeping
• * Calm, professional and compassionate, including under pressure
• * Strong organisational and administrative abilities
• * Uses initiative and judgement: knows when to ask for help and *when to hand over to someone more experienced or qualified
• *Works as part of a team and is supportive of colleagues
• *Keen to learn and willing to develop skills across both reception and administration
• *Flexible and adaptable to changes in role, rota and ways of working
• Self-motivated; meets agreed objectives
• * Maintains confidentiality at all times

Person Specification Qualifications Essential Good standard of general education GCSE Mathematics and English at grade C / 4 or above (or equivalent) Desirable NVQ Level 2 in Customer Care or Business Administration (or equivalent) AMSPAR or other medical administration / medical terminology qualification Skills Essential * Excellent written and verbal communication skills * Good, confident IT skills (e.g. Microsoft Word, Outlook, email) * Clear, polite telephone manner * Time management and the ability to prioritise and work to deadlines * Accurate data entry and attention to detail * Problem-solving skills and good judgement * Good interpersonal skills Desirable * Understanding of basic medical terminology Other Requirements Essential * Able to work flexibly on a rota, including extended access hours (evenings and some Saturdays) Desirable * Able to work at the Walsingham branch surgery when required Experience Essential Experience of working with the public, both face to face and on the telephone Desirable Reception or front-of-house experience Administrative experience, including handling correspondence Experience of working in a healthcare setting Working knowledge of SystmOne or an equivalent clinical system Experience of the NHS e-Referral Service (e-RS) Behaviours Essential * Smart, polite and confident * Honest and reliable, with good timekeeping * Calm, professional and compassionate, including under pressure * Strong organisational and administrative abilities * Uses initiative and judgement: knows when to ask for help and *when to hand over to someone more experienced or qualified *Works as part of a team and is supportive of colleagues *Keen to learn and willing to develop skills across both reception and administration *Flexible and adaptable to changes in role, rota and ways of working Self-motivated; meets agreed objectives * Maintains confidentiality at all times

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

Fakenham Medical Practice

Address

Meditrina House

Trinity Road

Fakenham

Norfolk

NR21 8SY

United Kingdom

Employer's website

https://fakenham-medical-practice.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Fakenham Medical Practice

Address

Meditrina House

Trinity Road

Fakenham

Norfolk

NR21 8SY

United Kingdom

Employer's website

https://fakenham-medical-practice.nhs.uk/ (Opens in a new tab)

Job summary

As a busy surgery of 10,300 patients we really want to ensure that patients' needs are met whilst enabling our staff team to have a good work/life balance. Hence the Partners have decided to invest in this additional senior clinical role of Salaried GP.

Main duties of the job

Managing your own patient list. Conducting patient consultations and managing clinical cases including making all necessary referrals to secondary care, ordering and considering the results of pathology tests and imaging to assist in the clinical management of patients, prescribing medication for acute and long-term presentations, visiting housebound patients at home and conducting 'ward rounds' in care homes as needed. Actioning all related tasks i.e. raising and authorising prescriptions, acting on directions in documentation from secondary care services, completing insurance reports and benefit application requests from your patients. Participating in clinical audit and internal practice meetings e.g. clinical governance and palliative care.

About us

Victoria Road Surgery in Lowestoft was founded in the 1940s and currently serves around 10,300 patients. There are six GP Partners who own the business which works under various NHS contracts. The Partners currently employ nurse practitioners, practice nurses, healthcare assistants and administrative staff including receptionists, secretaries and managers.

Victoria Road Surgery works in partnership with other Lowestoft practices as "Lowestoft Primary Care Network" and benefits from PCN staff including a pharmacy technician, health & wellbeing coach and a care-coordinator who are based at the surgery. We have a wonderful wellbeing garden/allotment close to the surgery for the benefit of patients and staff.

We train GP registrars (doctors who are training to be GPs), nurses, medical students and apprentices.

Our main objective is "To provide our patients with General Medical Services and care of the highest quality, within the resources available to the practice and the NHS generally."

We very much have a "team" ethos and enjoy social and leisure events throughout the year, many with an objective of raising money for charity.

Lowestoft is a town of c. 70,000 people and is Britain's most easterly settlement! Lowestoft had a fishing-based economy many years ago; now the main industries are tourism, hospitality and technology including off shore energy generation.Lowestoft boasts two award winning beaches, and some very picturesque villages lie within commuting distance.

Details

Date posted

21 October 2026

Pay scheme

Other

Salary

Depending on experience Competitive salary

Contract

Permanent

Working pattern

Part-time

Reference number

A4547-26-0001

Job locations

82 Victoria Road

Oulton Broad

Lowestoft

Suffolk

NR33 9LU

United Kingdom

Job description

Job responsibilities

Role summary: The post-holder will provide medical services managing a caseload and lead with a wide range of health needs in a primary care setting, ensuring the highest standards of care for all registered and temporary patients.

Main purpose of the role:To support the 6 GP partners managing a busy and interesting clinical caseload. The appointee may also take part or lead on key disease areas (monitoring trends in treatment, staff training and prescribing) and assist in developing appropriate healthcare services for a diverse, patient list including patient participation and health promotion. This is a GMS Practice.

Clinical responsibilities:

In accordance with the practice timetable, as agreed, the post-holder will make him/herself available to undertake a variety of duties including surgery consultations and emergencies, telephone consultations and queries, triaging, visiting patients at home, checking and signing repeat prescriptions and dealing with queries, patient test results, patient medical reports and examinations (e.g. Insurance Companies) on behalf of the Practice, referral letters NHS/private, paperwork and correspondence in a timely manner.

Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation.

Recording clear and accurate I.T. based consultation notes to agreed standards.

Collecting data for audit purposes and contributing to the Practice audit

Programme as required.

Compiling and issuing computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible).

Prescribing in accordance with locally agreed or national guidelines.

In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care.

Quality

The post-holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of Clinical Governance issues, quality and risk; participate in Significant Event Analysis reviews.

Assess own performance and take accountability for own actions, either directly or under supervision.

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources. He/she will also contribute to the overall team-working of the Practice putting the needs of the Practice first.

Prescribe safe and effective medicines management which conforms to

NICE guidance and Department of Health and Social Care directives, Good Prescribing Practice as defined by British National Formulary (BNF) guidance from Royal Pharmaceutical Society of Great Britain on safe and secure handling of medicine, operate safe management and regular review for all patients receiving repeat prescriptions, Controlled Drugs legislation, Shared protocols agreed between the ICB (NHS Norfolk and Suffolk Integrated Care Board) and other NHS providers.

Work effectively so as not to exceed the Practice prescribing budget as

set annually by the ICB.

Comply with targets set within the Prescribing Incentive Scheme.

Contribute to the teams approach which ensures that referrals are made for patients to see other medical service providers, ensuring that adequate information is given to personnel to whom the patient has been referred for proper assessment to be made.

Be supportive of any complaints policy and procedure to ensure proper investigation and appropriate follow up action in the event of a complaining being made about any aspect of the service provided or any personal provider of the service.

Other responsibilities within the Practice:

Awareness of and compliance with all relevant practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety, annual QOF (Quality Outcomes Framework) Assessment of the Practice.

A commitment to life-long learning and audit to ensure evidence-based best practice.

Contributing to individual case discussions at clinical meetings and bring examples of cases for group discussion.

Contributing to the organisational development of the Practice by contributing to the development of ideas, strategies and policies which will promote efficiency and wellbeing of the practice.

Contributing to evaluation/audit and clinical standard setting within the organisation.

Contributing to the development of computer-based patient records.

Attending training, Practice & team Meetings and events organised by the practice or other agencies as may be necessary.

Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding (e.g. Quarterly Enhanced Services returns, annual QOF audit etc.)

Confidentiality

While seeking treatment, patients entrust us with, or allow us to gather, 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. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

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, to include:

Using personal security systems within the workplace according to practice guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.

Behaving in a manner which is welcoming to and of the individual, is

non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal/Professional Development

In addition to maintaining continued education through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, the post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, annual GP Appraisal including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the planning and implementation of services

The post-holder will:

Apply practice policies, standards and guidance.

Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Participate in audit where appropriate.

Work with the Partners and Management Team to achieve standards of quality, performance standards, budgets and targets without compromising levels of patient healthcare.

Contribute towards the development and implementation of new standards, policies and procedures that are/will be required of GP Practices now and in the future (as directed by NHS/ Department of Health and Social Care/ICB, new legislation etc.)

The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The post-holder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the challenging needs of the practice. The post-holder will be expected to participate in this process, and the practice would aim to reach agreement to changes.

Job description Job responsibilities Role summary: The post-holder will provide medical services managing a caseload and lead with a wide range of health needs in a primary care setting, ensuring the highest standards of care for all registered and temporary patients.Main purpose of the role:To support the 6 GP partners managing a busy and interesting clinical caseload. The appointee may also take part or lead on key disease areas (monitoring trends in treatment, staff training and prescribing) and assist in developing appropriate healthcare services for a diverse, patient list including patient participation and health promotion. This is a GMS Practice. Clinical responsibilities: In accordance with the practice timetable, as agreed, the post-holder will make him/herself available to undertake a variety of duties including surgery consultations and emergencies, telephone consultations and queries, triaging, visiting patients at home, checking and signing repeat prescriptions and dealing with queries, patient test results, patient medical reports and examinations (e.g. Insurance Companies) on behalf of the Practice, referral letters NHS/private, paperwork and correspondence in a timely manner. Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation. Recording clear and accurate I.T. based consultation notes to agreed standards. Collecting data for audit purposes and contributing to the Practice audit Programme as required. Compiling and issuing computer-generated acute and repeat prescriptions (avoiding hand-written prescriptions whenever possible). Prescribing in accordance with locally agreed or national guidelines. In general, the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care. QualityThe post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of Clinical Governance issues, quality and risk; participate in Significant Event Analysis reviews. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources. He/she will also contribute to the overall team-working of the Practice putting the needs of the Practice first. Prescribe safe and effective medicines management which conforms toNICE guidance and Department of Health and Social Care directives, Good Prescribing Practice as defined by British National Formulary (BNF) guidance from Royal Pharmaceutical Society of Great Britain on safe and secure handling of medicine, operate safe management and regular review for all patients receiving repeat prescriptions, Controlled Drugs legislation, Shared protocols agreed between the ICB (NHS Norfolk and Suffolk Integrated Care Board) and other NHS providers. Work effectively so as not to exceed the Practice prescribing budget as set annually by the ICB. Comply with targets set within the Prescribing Incentive Scheme. Contribute to the teams approach which ensures that referrals are made for patients to see other medical service providers, ensuring that adequate information is given to personnel to whom the patient has been referred for proper assessment to be made. Be supportive of any complaints policy and procedure to ensure proper investigation and appropriate follow up action in the event of a complaining being made about any aspect of the service provided or any personal provider of the service.Other responsibilities within the Practice: Awareness of and compliance with all relevant practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety, annual QOF (Quality Outcomes Framework) Assessment of the Practice. A commitment to life-long learning and audit to ensure evidence-based best practice. Contributing to individual case discussions at clinical meetings and bring examples of cases for group discussion. Contributing to the organisational development of the Practice by contributing to the development of ideas, strategies and policies which will promote efficiency and wellbeing of the practice. Contributing to evaluation/audit and clinical standard setting within the organisation. Contributing to the development of computer-based patient records. Attending training, Practice & team Meetings and events organised by the practice or other agencies as may be necessary. Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding (e.g. Quarterly Enhanced Services returns, annual QOF audit etc.)Confidentiality While seeking treatment, patients entrust us with, or allow us to gather, 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. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.Health & SafetyThe post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Reporting potential risks identified. Equality and DiversityThe post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.Personal/Professional DevelopmentIn addition to maintaining continued education through attendance at any courses and/or study days necessary to ensure that professional development requirements are met, the post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, annual GP Appraisal including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.CommunicationThe post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognise peoples needs for alternative methods of communication and respond accordingly.Contribution to the planning and implementation of servicesThe post-holder will: Apply practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate. Work with the Partners and Management Team to achieve standards of quality, performance standards, budgets and targets without compromising levels of patient healthcare. Contribute towards the development and implementation of new standards, policies and procedures that are/will be required of GP Practices now and in the future (as directed by NHS/ Department of Health and Social Care/ICB, new legislation etc.) The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The post-holder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the challenging needs of the practice. The post-holder will be expected to participate in this process, and the practice would aim to reach agreement to changes.

Person Specification

Qualifications

Essential

• Bachelor of Medicine and Bachelor of Surgery (MBBS) or a Doctor of Medicine (MD)
• Certificate of Completion of Training (CCT)
• Membership of the Royal College of GPs (MRCGP)
• Fluent written and spoken English
• UK Full Driving Licence

Desirable

• Any additional medical specialist qualifications e.g. FSRH membership.

Experience

Essential

• Experience of working in a primary care environment
• Experience of continued professional development
• Experience of QOF and clinical audit
• Excellent communication skills (written and oral)
• Strong IT skills
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Problem solving & analytical skills
• Ability to follow clinical policy and procedure
• Experience with audit
• Experience with clinical risk management
• Ability to work under pressure / in stressful situations
• Effectively able to communicate and understand the
• needs of the patient
• Commitment to ongoing professional development
• Punctual and committed to supporting the team effort

Desirable

• Experience of working with SystmOne clinical system
• Competent user of Microsoft Office packages

Person Specification Qualifications Essential Bachelor of Medicine and Bachelor of Surgery (MBBS) or a Doctor of Medicine (MD) Certificate of Completion of Training (CCT) Membership of the Royal College of GPs (MRCGP) Fluent written and spoken English UK Full Driving Licence Desirable Any additional medical specialist qualifications e.g. FSRH membership. Experience Essential Experience of working in a primary care environment Experience of continued professional development Experience of QOF and clinical audit Excellent communication skills (written and oral) Strong IT skills Effective time management (Planning & Organising) Ability to work as a team member and autonomously Problem solving & analytical skills Ability to follow clinical policy and procedure Experience with audit Experience with clinical risk management Ability to work under pressure / in stressful situations Effectively able to communicate and understand the needs of the patient Commitment to ongoing professional development Punctual and committed to supporting the team effort Desirable Experience of working with SystmOne clinical system Competent user of Microsoft Office packages

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Victoria Road Surgery

Address

82 Victoria Road

Oulton Broad

Lowestoft

Suffolk

NR33 9LU

United Kingdom

Employer's website

https://www.victoriaroadsurgery.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Victoria Road Surgery

Address

82 Victoria Road

Oulton Broad

Lowestoft

Suffolk

NR33 9LU

United Kingdom

Employer's website

https://www.victoriaroadsurgery.nhs.uk/ (Opens in a new tab)

Job summary

This is an exciting opportunity to join Norfolk and Suffolk Integrated Care Board (ICB) and play a key role in ensuring that the voices, experiences, and perspectives of women, birthing people, parents, and families are at the heart of shaping maternity and neonatal services. Working alongside the Maternity and Neonatal Voices Partnership (MNVP) Lead, you will help build meaningful relationships with communities across Norfolk and Suffolk, creating opportunities for families from all backgrounds to share their experiences and influence positive change. You will be instrumental in ensuring that a wide range of voices are heard, particularly those from communities who may face barriers to engagement or whose experiences are less often represented.

This role offers the chance to make a real impact by championing co-production, reducing inequalities, and ensuring that services are designed with families, not just for them. Whether you are engaging with communities, supporting volunteers, or working alongside healthcare professionals and system partners, your contribution will help improve experiences and outcomes for families across Norfolk and Suffolk.

The posts will be based in either Norfolk or Suffolk, with regular travel across both counties to support engagement activities and community outreach.

If you are passionate about listening to people, and helping to shape services that truly reflect the needs of local families, we would love to hear from you.

Main duties of the job

The postholder will support the MNVP by building and developing MNVP membership across Norfolk and Suffolk.

The postholder will support the MNVP Lead in the development of our volunteering programme so that a wide range of people are able to be meaningfully involved in various MNVP activities including, 15 steps quality review, public document reviews, and general community engagement.

The postholder will work with MNVP members to undertake engagement work with local families to ensure their voices are listened to, including women and birthing people, their partners, parents and their families.

The postholder will support outreach engagement, to listen to those families who are at risk of healthcare inequalities due to deprivation or ethnicity.

The postholder will attend local events to talk to both professionals and the public to promote the local MNVP and how it can benefit them

The postholder will contribute to managing the MNVP social media platforms, designing content and promoting the MNVP to a public audience

The post holder will undertake reporting and analysis of information to support delivery

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.

Job summary

Priority will be given to internal staff.

NS ICB plans and funds health and care services for people across Norfolk and Suffolk. We manage an annual budget of £4.9 billion to commission services which are safe, high quality and accessible for the 1.7 million people who live here. Commissioning means planning and funding health services based on the needs of local communities.

This role will be within the team with responsibility for contractual compliance and management of contracts held by the ICB.

The role will provide senior leadership to the group of staff supporting an allocated portfolio of provider contracts, with accountability for building capability, setting clear priorities, managing performance and wellbeing, and ensuring effective delivery across the portfolio. The post holder will also lead complex contract negotiations, provider performance oversight, delivery against national and local standards and priorities, value for money, risk management and support to commissioners with pathway transformation.

The successful candidate will also be responsible for leading and contributing to, agreed areas of focus for the development and continuous improvement of the wider directorate, alongside the post holders core portfolio responsibilities.

This will be a hybrid role, with some requirements for office working.

Main duties of the job

Lead, motivate and coordinate the staff supporting the allocated contract portfolio to deliver the portfolios priorities.

Lead on complex provider contracts within the allocated portfolio.

Lead the implementation of contracting requirements across the allocated provider portfolio.

Lead integrated oversight of contracts within the allocated provider portfolio.

Identify and manage contractual risks across the allocated provider portfolio.

Use contractual levers and provider relationships to deliver better outcomes and value across the allocated portfolio.

Lead complex and, where necessary, contentious contractual negotiations.

Coordinate multi-ICB contracts via coordinating commissioner protocols

Lead and contribute to, agreed areas of focus for the development and continuous improvement of the wider directorate.

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.

Job summary

• Priority will be given to internal NS ICB staff members.

We are looking for a highly organised and analytical Data Officer to join the Continuing Healthcare Operations team at Norfolk and Suffolk ICB. The Continuing Healthcare Operations team provides administrative, data and business support to a large team of skilled clinicians who deliver Continuing Healthcare services to patients across Norfolk and Suffolk.

Continuing Healthcare (CHC) is a package of care, arranged and funded by the NHS, for patients who have been assessed as having a primary health need. The CHC process involves assessing individuals with ongoing health and care needs to determine whether they are eligible for NHS-funded support, either in their own home or in a residential or nursing home setting.

The Operations team is a busy function that relies on timely, accurate and well-managed information to support patient care, operational oversight and statutory reporting. The Data Officer role supports this by ensuring that our systems and databases are used efficiently and that data records are accurate. Strong data-management skills, attention to detail, confidence in using digital systems and the ability to organise and prioritise competing tasks are essential for this role.

If you are passionate about using high-quality data to improve services and support better outcomes for patients and their families across Norfolk and Suffolk, then please apply today.

Main duties of the job

As a Data Officer in the CHC Operations team, you will provide comprehensive data support to the wider CHC service. This will include maintaining and validating information held within electronic case-management systems and databases, identifying and resolving data-quality issues, producing routine and ad hoc reports, and supporting the monitoring of activity, performance and statutory requirements. You will handle information accurately and ensure records are complete, consistent and updated in a timely manner.

You will work closely with clinical, operational and business colleagues to interpret data requirements, respond to information requests and present clear, meaningful findings. You will help improve data processes and reporting tools, maintain appropriate documentation and audit trails, and process personal and sensitive information in line with information-governance requirements. You will adopt a flexible approach, switching between priorities and providing data support across the service when required.

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.

Job summary

• Fixed Term until 31st March 2026
• Priority given to internal NS ICB staff.

We are seeking a motivated, and forward-thinking person to join NHS Norfolk and Suffolk ICB as our Complaints and Enquiries Officer for a fixed term period of six months. The role will support the delivery of high-quality, accessible, responsive and patient-focused service. The role is varied and rewarding involving listening to feedback from patients, families, carers and members of the public and helping to address their concerns with care.

You will play a key role in shaping how the ICB responds to feedback, ensuring communication is clear, empathetic, and timely, whilst supporting patients and their families through their queries and concerns. We are looking for someone with excellent organisational and administrative skills, who can communicate effectively, resolve problems and uphold standards.

This key position will require excellent communication and organisation skills with knowledge of basic IT. Previous complaints experience is essential. You must have a methodical approach to work and be able to work independently as well as in a team whilst remaining calm under pressure.

• Interviews will take place in person Monday 9th November.

Main duties of the job

Dealing with complaints, compliments and enquiries from the public.

Lead in the management for the ICBs formal complaints that contain sensitive information or issues that may be contentious, ensuring that they are dealt with within the timescale laid down in the Complaints Policy.

Working with ICB staff and other stakeholders to ensure the collation and appropriate presentation of information in order to deliver effective, accurate and robust responses.

Provide direct support to patients, carers and families who contact the ICB with issues/concerns related to their care. Signpost complainants to external agencies when appropriate.

Lead on all stages of the complaints process. Deal with verbal complainants via the telephone with sensitivity, tact and empathy including dealing with service users who have barriers to communication e.g. mental health problems, visually or hearing impaired, physical disabilities, English as a second language. Ensure that a log is kept of all verbal complaints and concerns.

Produce complex written correspondence in the appropriate style and tone for a wide and varied range of correspondents.

Highlight any serious complaints or persistent trendsin complaints to the Patient Experience Senior Lead and relevant teams i.e. Clinical Quality or Safeguarding.

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.

Job summary

3 x Fixed Term 12 months

1 x Maternity cover until July 27

We're looking for hard-working, compassionate and resilient Call Agents to join our friendly Virtual Support Team. This role involves speaking with patients on behalf of NHS programmes, providing information and helping them access services that support their health and wellbeing.

We are looking for

• Excellent communication and listening skills.
• Confidence speaking with a wide range of people.
• Resilience and professionalism when handling challenging conversations.
• A caring, patient-focused approach.
• Good organisational and IT skills.
• Previous experience in a customer service, call handling, patient engagement, contact centre, or administrative role is essential.
• Ability to work independently whilst contributing positively to a team environment.

Please note that this is a telephone-based role and requires significant outbound calling activity throughout the day. Due to the nature of the work and the confidential information discussed, successful candidates working from home must have access to a private, quiet and secure workspace where conversations cannot be overheard, ensuring patient confidentiality and information security are maintained at all times.

This is a rewarding opportunity to make a real difference to people's lives whilst working within a supportive and inclusive team. You'll gain valuable experience supporting a variety of NHS programmes and helping patients access the care and services.

Main duties of the job

• Undertake a minimum of 100 outbound telephone calls to patients on behalf of GP practices, NHS organisations, and commissioned service providers.
• Provide clear, accurate, and professional information about NHS programmes and services.
• Complete simple, non-clinical questionnaires and accurately record patient responses.
• Support patients to understand available services and access appropriate healthcare pathways.
• Build positive and supportive relationships with patients, adapting communication styles to meet individual needs.
• Undertake follow-up calls where required as part of agreed programme pathways.
• Achieve a minimum target of 100 outbound call attempts per working day, while maintaining quality, accuracy and customer service standards.
• Ensure all calls are handled courteously, professionally, and in accordance with approved scripts and procedures.

About us

We manage an annual budget of £4.9 billion to commission safe, high quality and accessible health services for 1.7million people living in Norfolk and Suffolk.

We work with hospitals, GP practices, dentists, pharmacies, community, mental health and ambulance services, alongside local councils and voluntary organisations, to improve care. We involve local communities in shaping decisions and use their insights to improve services. As a statutory NHS organisation, we are accountable to NHS England and the UK Government.

Our role is to ensure services meet current and future needs by setting local NHS strategy, allocating funding, maintaining quality and safety standards, improving access, reducing health inequalities and enabling joined up care.

Norfolk and Suffolk include rural, coastal and deprived communities, with an older than average population. Around half of residents live in rural or coastal areas, where access can be harder, and about 219,000 people live in the most deprived areas, where early deaths are significantly higher. These factors shape our planning and focus on reducing inequalities.

Our vision is for people to live longer, healthier lives with access to safe, joined up, patient centred care. We prioritise improving healthy life expectancy, reducing inequalities and ensuring consistent access to high quality services.

We work across five local Places and partner with NHS providers, councils, the VCFSE sector and communities to deliver locally responsive care.