Patient Services Manager

Job description

Job responsibilities

Main Duties and responsibilities

The duties and responsibilities to be undertaken include the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager dependent on current and evolving workload and staffing levels:

Key Responsibilities

The post holder will aid patients in a polite, sympathetic, and empathetic way, giving reassurances that all enquiries will be handled confidentially.

The post holder will manage the Practice action plan to ensure we meet the needs of patients. To provide information about the Practices services and advise on how to make a formal complaint if a local resolution cannot be found or if requested to do so.

To assist with Complaints and identifying areas that require change; through listening and responding to concerns of patients and families.

Ensuring enquiries, concerns, comments, suggestions and compliments of patients and carers/families are recorded and dealt with appropriately.

To work as part of a team, communicating with the team and ensuring a joined-up approach to improve the experience of patients and their families at the Practice.

Be responsible for maintaining a positive practice image, including update and managing the practice website, Social Media accounts,

Ensure there is a functioning PPG, including schedule and chairing Patient Participation Group (PPG) meetings.

Produce quarterly newsletter

Must comply to NHS Complaints procedures, CQC & Health Service Ombudsman and contractual requirements for patient outcomes

Manage the Zero Tolerance policy Submissions of mandatory data as required (eg monthly Family & Friends Test data, annual complaints submissions)

Developing an effective communication strategy (eg through texting channels etc)

Actively encourage & promote use of online services & NHS App

Monitor & manage frequent attenders / patient misuse of systems

Ensure Practice policies up to date (eg Complaints procedure etc)

Waiting room media, health promotion noticeboards etc Practice leaflet Maintain carers register & health promotions etc

The post holder will be expected to align with the wider Practice strategy (mission statement)

Respond to NHS Choices & Google reviews within 2 weeks

Work with outside agencies such as Healthwatch Harrow

Reporting for internal meetings / sharing findings QI projects around patient access

Reporting on access data feedback to PM monthly

Acting as the complaints manager, ensuring complaints (from staff and patients) are dealt with in a timely manner and where necessary escalated to the next level

Point of contact for the Regional Complaints Teams

GDPR & Data Protection Administrator (update policies, guidance) And any other duties as required by the Practice Manager or Partners

KPIs

All complaints dealt with as per policy

Reduction in number of complaints

Annual Ko4b1 submission

Completed action plan for improvements

Newsletter quarterly

PPG meetings quarterly

To develop, build and maintain good relations with Partners, Manager, clinical and non-clinical staff across the Practice.

To record and maintain patient records, escalating issues where necessary.

To develop, build and maintain good relations with Partners, Manager, clinical and non-clinical staff across the Practice.

Person Specification

Experience

Essential

• Previous experience of working with the general public in a liaison capacity

Desirable

• Previous experience of working within Healthcare (General Practice, Secondary Care or ICB).
• Previous experience of handling complaints

Qualifications

Essential

• Good standard of Education to A level or equivalent.

Desirable

• Higher or further educational qualification
• Qualification in role specific are (eg Managing Complaints)

People Skills

Essential

• We are looking for someone who can display
• - a professional manner
• - excellent communication skills (written & spoken)
• - a friendly and helpful disposition
• - ability to work autonomously, within limitations of the role
• - ability to work well as part of a team
• - experience in managing own workload effectively
• - awareness of diversity issues and ability to work in a non discriminatory way
• - honest & trustworthy
• - reliable & adaptable
• - ability to work accurately and thoroughly under pressure without direct supervision and manage and prioritise own workload effectively
• - ability to identify when to reach out or escalate matters
• - dress in a smart and appropriate manner

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

The Stanmore Medical Centre

Address

85 Crowshott Avenue

Stanmore

HA7 1HS

Employer's website

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