Job summary

The Patient Navigator plays a vital role in ensuring patients receive timely, coordinated and compassionate support throughout their care journey. Working as part of the practices multidisciplinary team, the postholder will help patients understand their care pathways, access the right services, and overcome barriers that may prevent them from receiving the care they need.

This role is designed to improve patient experience, reduce unnecessary delays, and support clinicians by guiding patients to the most appropriate point of care. The Patient Navigator will provide personalised assistance, whether helping a patient prepare for an appointment, supporting digital access, or proactively following up on outstanding actions.

Main duties of the job

The Patient Navigator will support patients in accessing the right care at the right time by providing clear guidance, proactive follow-up and personalised assistance throughout their healthcare journey. Key duties include:

Fielding incoming patient calls throughout the shift, providing clear advice, resolving queries, and directing patients to the most appropriate service or clinician.

Helping patients understand their care pathway, including appointments, referrals, investigations and followup actions.

Proactively contacting patients to ensure outstanding tasks (blood tests, monitoring, reviews, medication queries) are completed in a timely manner.

Assisting with digital navigation, such as online consultation tools, NHS App functions, and remote monitoring platforms.

Reducing barriers to care by identifying patient needs, resolving practical issues, and escalating concerns to clinical or administrative teams when required.

Working closely with clinicians and administrative staff to streamline patient flow, reduce delays, and improve overall patient experience.

Maintaining accurate records of patient interactions, actions taken and outcomes, ensuring safe and effective communication across the team.

About us

Cheviot Road & Shirley Avenue Surgery is a busy, patient-focused GP practice committed to delivering high-quality, patient-centred care. We serve a diverse population of 15,500 patients with a wide range of health needs, and our team works collaboratively to provide safe, accessible, and compassionate healthcare. Our organisation is built on strong clinical leadership and management, a supportive administrative structure, and a culture that values professionalism, respect, and continuous improvement.

We pride ourselves on maintaining high standards of clinical governance, operational efficiency, and patient experience. Our reception, administrative, nursing, and clinical teams work closely together to ensure that every patient receives timely, appropriate care and that our services run smoothly day to day. As a training-oriented and learning-focused practice, we encourage staff development, reflective practice, and open communication, recognising that a well-supported team is essential to delivering excellent care.

Cheviot Road & Shirley Avenue Surgery is committed to being a welcoming, inclusive environment for both patients and staff. We aim to foster a workplace culture where people feel valued, supported, and empowered to contribute to the ongoing improvement of our services.

Job summary

The Patient Navigator plays a vital role in ensuring patients receive timely, coordinated and compassionate support throughout their care journey. Working as part of the practices multidisciplinary team, the postholder will help patients understand their care pathways, access the right services, and overcome barriers that may prevent them from receiving the care they need.

This role is designed to improve patient experience, reduce unnecessary delays, and support clinicians by guiding patients to the most appropriate point of care. The Patient Navigator will provide personalised assistance, whether helping a patient prepare for an appointment, supporting digital access, or proactively following up on outstanding actions.

Main duties of the job

The Patient Navigator will support patients in accessing the right care at the right time by providing clear guidance, proactive follow-up and personalised assistance throughout their healthcare journey. Key duties include:

Fielding incoming patient calls throughout the shift, providing clear advice, resolving queries, and directing patients to the most appropriate service or clinician.

Helping patients understand their care pathway, including appointments, referrals, investigations and followup actions.

Proactively contacting patients to ensure outstanding tasks (blood tests, monitoring, reviews, medication queries) are completed in a timely manner.

Assisting with digital navigation, such as online consultation tools, NHS App functions, and remote monitoring platforms.

Reducing barriers to care by identifying patient needs, resolving practical issues, and escalating concerns to clinical or administrative teams when required.

Working closely with clinicians and administrative staff to streamline patient flow, reduce delays, and improve overall patient experience.

Maintaining accurate records of patient interactions, actions taken and outcomes, ensuring safe and effective communication across the team.

About us

Cheviot Road & Shirley Avenue Surgery is a busy, patient-focused GP practice committed to delivering high-quality, patient-centred care. We serve a diverse population of 15,500 patients with a wide range of health needs, and our team works collaboratively to provide safe, accessible, and compassionate healthcare. Our organisation is built on strong clinical leadership and management, a supportive administrative structure, and a culture that values professionalism, respect, and continuous improvement.

We pride ourselves on maintaining high standards of clinical governance, operational efficiency, and patient experience. Our reception, administrative, nursing, and clinical teams work closely together to ensure that every patient receives timely, appropriate care and that our services run smoothly day to day. As a training-oriented and learning-focused practice, we encourage staff development, reflective practice, and open communication, recognising that a well-supported team is essential to delivering excellent care.

Cheviot Road & Shirley Avenue Surgery is committed to being a welcoming, inclusive environment for both patients and staff. We aim to foster a workplace culture where people feel valued, supported, and empowered to contribute to the ongoing improvement of our services.

Job summary

The Reception Supervisor at Cheviot Road Surgery plays a central role in ensuring the smooth, safe, and efficient running of our front-of-house operations. As the first point of contact for many of our patients, the Reception Team shapes the experience of those who use our services, and the Supervisor is responsible for leading that team with professionalism, clarity, and compassion. This role provides day-to-day oversight of reception activity, supports staff through guidance and training, and ensures that patient interactions are handled in a manner that reflects the values of the practice. The Reception Supervisor is also accountable for maintaining high standards of communication, confidentiality, and service delivery, while working closely with the Practice Manager and clinical team to uphold operational quality and contribute to a positive, supportive working environment.

Main duties of the job

Induction and training of all new reception staff to agreed practice standards.

Overseeing the completion and maintenance of e-learning requirements for all reception team members.

Supporting the annual appraisal process for reception staff, including monitoring progress against objectives and identifying training needs.

Reporting daytoday issues within the team or with individual staff members to management in a timely and appropriate manner.

Ensuring adequate staffing levels across reception, including assisting with the coordination of annual leave, other leave, and sickness cover.

Managing more complex patient enquiries, including informal complaints relating to reception functions, ensuring concerns are handled professionally and in line with practice expectations.

Providing guidance and support to reception staff when dealing with challenging situations or sensitive patient interactions.

Assisting management in reviewing, updating, and implementing local processes and protocols to ensure safe, efficient, and compliant reception operations.

Alongside supervisory responsibilities, the Reception Supervisor will also undertake general reception duties as required, including.

Handling general telephone enquiries from patients and the wider public.

Booking appointments and home visits in accordance with practice protocols.

Registering new patients.

Processing requests for EMIS online access, including appointment booking, and records access.

About us

Cheviot Road & Shirley Avenue Surgery is a busy, patient-focused GP practice committed to delivering high-quality, patient-centred care. We serve a diverse population of 15,500 patients with a wide range of health needs, and our team works collaboratively to provide safe, accessible, and compassionate healthcare. Our organisation is built on strong clinical leadership and management, a supportive administrative structure, and a culture that values professionalism, respect, and continuous improvement.

We pride ourselves on maintaining high standards of clinical governance, operational efficiency, and patient experience. Our reception, administrative, nursing, and clinical teams work closely together to ensure that every patient receives timely, appropriate care and that our services run smoothly day to day. As a training-oriented and learning-focused practice, we encourage staff development, reflective practice, and open communication, recognising that a well-supported team is essential to delivering excellent care.

Cheviot Road & Shirley Avenue Surgery is committed to being a welcoming, inclusive environment for both patients and staff. We aim to foster a workplace culture where people feel valued, supported, and empowered to contribute to the ongoing improvement of our services.