Patient Experience Administrator

About The Role

We are looking for a dedicated and detail‑focused IUC Patient Experience Administrator to join our North West London team, based at Stockley Park. In this important role, you will support the delivery of patient‑centered services across NHS 111, Out of Hours (OOH), and the Clinical Assessment Service (CAS).

You will act as a key point of contact for patient feedback, managing complaints, compliments, incidents, and healthcare professional feedback. Working closely with the Quality \& Patient Experience Manager and wider operational teams, you will ensure all concerns are handled efficiently, sensitively and in line with organisational standards.

This role offers the opportunity to make a meaningful difference to patient experience by ensuring feedback is investigated thoroughly, learning is captured, and improvements are driven across the service. You’ll be part of a collaborative environment that values compassion, integrity, and continuous improvement.

What you'll be doing

Acting as the first point of contact for complaints, incidents and feedback across IUC services.

• Investigating concerns by gathering information such as case notes, audits and voice recordings.


• Managing and updating Datix to ensure accurate tracking and timely resolution of cases.


• * Drafting clear, professional responses to complaints and feedback for review and approval.


• Liaising with patients, healthcare professionals and external stakeholders to provide updates.


• Monitoring actions and ensuring all tasks are completed within agreed timescales.


• Escalating serious concerns, including potential legal or negligence claims.


• Supporting the production of reports, identifying trends and sharing learning outcomes.


• Processing Subject Access Requests and patient surveys.


• Attending regular meetings and contributing to service improvement discussions.

What we’ll look for in you

Experience in an administrative or patient experience role, ideally within healthcare.

• Strong attention to detail with the ability to manage sensitive information confidentially.


• * Excellent communication skills, both written and verbal, with a compassionate approach.


• Ability to prioritise workload and meet deadlines in a fast‑paced environment.


• Good IT skills, including Microsoft Office, and ideally experience using Datix.


• Analytical skills to interpret data and identify trends from patient feedback.


• Understanding of NHS services such as 111, OOH or complaints/PALS processes is desirable.


• A professional, calm and empathetic manner when handling challenging situations.

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