Patient Services Officer

Job description

Job responsibilities

• Management of all patient complaints and feedback ensuring written responses are created to a high standard, in line with practice and local protocols and sent by deadlines.
• Maintain complaint logs, analysing trends, preparing quarterly and year end complaint reviews and proposing suggestions for improvements to Practice Management.
• Develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter and practice noticeboards (supported by the digital champion).
• Deal with all queries relating to patient services.
• Continually assess and evaluate systems recommending patient facing changes and improvements to the Practice Management as appropriate.
• Development and promotion of online services to improve the number of patients registered to use on-line services.
• Creation, coordination and reporting of patient and staff surveys.
• Responsible for all patient facing CQC policies.
• Review and update the Patient Services Clarity Page
• Support staff how best to handle complaints and give hints and tips how to avoid them.
• Line manage the Digital Champion who assists patients learn how to use digital tools at the practice.
• Liaise with the Patient Participation Group (PPG), executive and working group. Ensure meetings are regularly scheduled and that actions are completed.
• Liaise with local support groups such as Dementia Action Marlow, Carers Bucks to ensure good working relationships and support for activities.

• Align efforts to strengthen relationships with the local community and voluntary sector, to enhance the offer of support to individuals and wider population, to compliment and in conjunction with the objectives of our PCN.

• Ensure practice maintains current accreditations such as Safe Surgeries, Armed Forces, Dementia Friendly practice and adapts protocols as required.
• Some administrative duties to support the Senior Management team and the practice as required.

This above list is not exhaustive and may be subject to change where there is an established business need.

Person Specification

Experience

Essential

• Excellent written skills (with good grammar) to compile complaint responses in formal letter and email format.
• Excellent oral skills to be able understand and respond to patient concerns.
• Educated to at least olevel or equivalent years/demonstration of relevant experience.
• Experience in a customer facing role (ideally within the NHS) desired.
• Excellent levels of organization and time management.
• Experienced in Microsoft office tools; Outlook, Word, Excel, Powerpoint, MS Teams
• Ability to self-learn systems and protocols and be able to adapt to change.
• Excellent analysis skills to investigate complaints/queries and prepare required presentations.

Desirable

• Experience of NHS patient systems such as Systm One or EMIS desired.
• Experience of working in a GP practice

Qualifications

Essential

• GCSE grade A to C in English and Maths or equivalent

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

Marlow Medical Group

Address

Victoria Road

Marlow

Buckinghamshire

SL7 1DN

Employer's website

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