Patients Liaison Officer

Job description

Job responsibilities

Ensure all complaints are handled in an efficient, expedient and patientfocused way.

Responsible for providing thepatientwith a professional, service at all times, whilst investigating and resolving complaints received by the medical centre and ensuring they are processed in a timely and accurate manner in accordance with The Pinns documented complaints process and procedure.

Build and maintain a positive relationship withpatients, listen, probe and analyse all required information to investigate the case to determine the underlying needs of thepatient.

Make and maintain appropriate records of all investigations.

Ensure thatpatients are kept informed and expectations managed, and that all required complaint responses are made within appropriate timescales.

Ensure that anypatientqueries following receipt of complaint acknowledgement letters are dealt with in an effective and positive manner.

Provide technical assistance on complaint handling to the wider organisation when required.

Maintain awareness of complaint handling best practice.

Complete root cause analysis for all complaints that you handle, giving appropriate feedback to business areas as appropriate to promote our culture of continuous improvement.

Contribute to any ad hoc projects or policy updates as required.

Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements in line with the Pinn procedures.

Demonstrate the Pinn values (mission statement) and appropriate behaviours.

Any other reasonable management request.

Point of contact for thePatientAssociation

Building a presence for The Pinn (in line with the wishes of the partners) on social media

Responding to reviews

Working with system partner organisations and their teams including acute, community, social care and voluntary sector organisations.

Promotes and attends Pinn Medical Centre events and conducts engagement work, including community engagement as agreed in advance with the Practice Manager and/or Partnership.

Person Specification

Other

Essential

• A good team player
• Able to work autonomously.
• Able to deal with conflicting demands.
• Able to solve complex problems.
• Able to work to tight deadlines.
• Reliable.
• Passionate about working in Primary Care.

Experience

Essential

• Three years experience in a patient services environment
• Effectively communicate clear and concise information.
• Ability to plan work so that deadlines are met.

Skills & Knowledge

Essential

• Excellent communication and writing skills and the ability to emphasise and identify customer needs.
• Bright , articulate and the desire to take ownership of issues and see through to resolution
• Exceptional customer service skills and the ability to build positive relationships to ensure patient satisfaction.
• Detailed knowledge of the role and operation of the complaints coordinator.
• Ability to make objective uphold/refute decisions based on available case information.
• Ability to present information, clearly, concisely and accurately.
• Ability to identify trends.

Qualifications

Essential

• Formal qualifications are not essential.

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

Pinn Medical Centre

Address

37 Love Lane

Pinner

Middlesex

HA5 3EE

Employer's website

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