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From the employer's advert, checked 26 October 2026.
We could not match this employer to the Home Office sponsor register by name. Large employers often register under a different legal name, so this is not a warning on its own.
About the job
Job summary
Are you an experienced administrator with a passion for improving patient services and supporting colleagues to deliver exceptional care? The Lakes Medical Practice is looking for a motivated, organised and proactive Patient Support Team Lead to play a key role in the day-to-day leadership of our Patient Support Team.
This is an exciting opportunity to combine leadership, quality improvement and clinical administration within a forward-thinking GP practice that is committed to delivering excellent patient care. Working closely with the Practice Management Team, you will support and coach colleagues, lead service improvement initiatives, help develop practice systems and processes, and act as a vital link between clinical and administrative teams.
We are looking for someone who is confident, adaptable and able to manage competing priorities in a busy environment. You will be a strong communicator, an effective problem solver and someone who enjoys identifying opportunities to improve services for both patients and staff. The role also includes supporting clinical administration processes, analysing information, producing reports and ensuring the effective use of practice systems.
Main duties of the job
As the Patient Support Team Lead, you will support the day-to-day running of the Patient Support Team, ensuring patients receive a high-quality, efficient and responsive service. You will work closely with clinical and administrative colleagues to improve processes, lead service improvement initiatives, support staff development and help ensure the effective use of practice systems.
The role involves coordinating and supporting administrative services, monitoring standards, analysing and reporting information, assisting with complaint investigations, maintaining policies and procedures, and providing clinical administration support. You will also act as a key link between teams, helping to identify opportunities to improve patient experience, enhance ways of working and support the delivery of safe, effective primary care services.
About us
The Lakes Medical Practice is a large, forward-thinking GP practice serving the communities of Penrith and the surrounding Eden Valley. Our mission is to provide safe, compassionate and high-quality healthcare while continually improving the services we offer to our patients.
We are proud of our friendly, supportive and inclusive culture, where every member of the team plays an important role in delivering excellent patient care. Our multidisciplinary team includes GPs, nurses, healthcare assistants, pharmacists, care coordinators, patient support staff and management colleagues, all working together with a shared commitment to our patients and community.
Our values of Kindness, Fairness, Spirit and Ambition underpin everything we do. We encourage collaboration, innovation and personal development, creating an environment where staff are supported to grow their skills, contribute ideas and make a real difference.
Working with us offers the opportunity to be part of a dedicated and professional team in one of the most beautiful areas of the country. We are committed to staff wellbeing and offer a range of benefits, including NHS Pension Scheme membership, generous annual leave entitlement, access to training and development opportunities, and a supportive workplace where your contribution is recognised and valued.
Job responsibilities
Management & Leadership Responsibilities
- Manage the patient support team (PST) staff alongside the operations manager.
- Act as a point of contact between the clinical team and Patient Support Team.
- Support and coach staff in the effective use of practice systems.
- Identify training needs and recommend appropriate training.
- Monitor system utilisation and quality standards across the practice.
- Ensure adequate staffing levels within the Patient Support Team.
- Cover for members of the team when required.
- Support new clinical staff and locum GPs with system setup and training.
- Provide advice, guidance and support to colleagues on practice systems and protocols.
- Champion a culture of continuous improvement and motivate colleagues to generate and implement new ideas.
- Participate in workforce planning and ensuring effective team cover.
- Coordinate meetings, prepare agendas, take minutes and maintain action logs.
Quality Improvement & Service Development
- Lead and deliver improvement projects aimed at improving patient care and practice processes.
- Gather, analyse and present information, statistics and performance data to support decision making.
- Complete and monitor daily quality checks against practice standards.
- Champion quality improvement initiatives throughout the practice.
- Undertake clinical and non-clinical audits to assess compliance with local and national standards.
- Support the ongoing practice audit programme.
- Monitor improvement initiatives and ensure actions are implemented effectively.
- Identify opportunities for efficiency savings and service improvements.
- Highlight problems, potential improvements and efficiencies to the practice management team & partners.
- Work with management to implement agreed service changes and transitional projects.
- Contribute to the development and review of team processes and procedures.
- Ensure all processes are documented and accessible to staff.
Systems & Process Improvement
- Work across all practice areas to improve system utilisation.
- Develop, maintain and improve administrative systems and processes.
- Source and cost new systems to improve ways of working.
- Test and trial new systems and technologies.
- Develop protocols, guidance documents and staff training materials for new systems.
- Maintain and annually review practice protocols through teamnet.
- Support staff to improve their knowledge and use of practice systems.
- Monitor and validate data used within projects and improvement work.
- Manage and update practice templates and letters.
Governance, Complaints & Patient Experience
- Support complaint investigations through information gathering and report drafting.
- Facilitate Patient Participation Group (PPG) communications.
- Develop effective relationships with key internal and external stakeholders.
- Ensure effective and regular patient communications.
- Monitor compliance with data protection, information governance and practice policies.
Strategic & Analytical Responsibilities
- Produce data analysis, reports, spreadsheets and charts to support informed decision making.
- Demonstrate initiative and judgement in resolving operational issues.
- Monitor quality standards and performance indicators.
- Support practice claims and income generation activities.
- Ensure effective use of resources through cost-effective sourcing and minimising waste.
Job description
Advert text from The Lakes Medical Practice, published on NHS Jobs. Read the original advert.
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