Job summary
We have an exciting opportunity to join the Westgate Practice as a Patient Engagement Officer, working 25 hours per week. This is a standalone role reporting to the Business Manager.
We are looking for someone with excellent communication skills, strong interpersonal (people) skills and experience of dealing with customer complaints. You will ideally have worked within the NHS or other medical environment.
Main duties of the job
The purpose of this role is to manage and co-ordinate all aspects of patient communication.
You will be responsible for patient feedback, including complaints management.
In addition, you will be responsible for the co-ordination of the Patient Participation Group, working with the Partner lead and Chairperson, liaising with attendees and taking minutes of meetings.
You will also collate Significant Events forms and review these with the Partner lead. You will arrange and attend quarterly Significant event meetings, presenting data and trends to a multi-disciplinary team.
About us
The Westgate Practice is a large friendly teaching practice based in Lichfield serving over 30,000 patients.
We are seeking to appoint a Patient Engagement Officer to join our busy but friendly and welcoming Business Support Team.
We have a commitment to staff CPD and offer a generous holiday allowance and NHS Pension.
Our Vision
Westgate Practice will deliver
the very best health care to our patients, now and in the future.
Our Mission
Westgate Practice mission is to
be an outstanding general practice by delivering high quality care to all our
patients, in a timely way and in an environment that meets the individual needs
of our patients and staff.
Our Values:
Caring & Compassionate
To be caring and compassionate,
upholding the dignity and maintaining the confidentiality of each patient
receiving care.
Responsive
Provide a responsive service
that patients can access when they need us.
Proficient
To promote teaching and
training, supporting our staff to develop their skills and cherishing our role
in training GPs of the future.
Continual Improvement
To share our vision, to learn
from feedback, embrace change and be the best we can be.
Professional
To be professional and
accountable for our actions. To be open and responsible.
Fairness & Equality
To be fair and equitable with
our patients, stakeholders and staff.
Value & Respect
To value & respect our patients, colleagues and
stakeholders
Job description
Job responsibilities
Patient Engagement Officer (25 hours per week)
Reports to: Business Manager
Job Summary: To manage and deal with all aspects of patient communication, including PPG, complaints management, website information, and Significant Events.
Patient Liaison
- Responsible for the 'westgatepractice.feedback' email address checking daily for messages and dealing with these as appropriate
- To undertake regular checks of website information and update such as staff arrive and leave.
- Developing and implementing new and innovative ways to facilitate patient engagement
- Review patient services and monitor/uphold patient compliance
- Patient Feedback
To deal with patient complaints in accordance with our patient complaint process and policy. To investigation and provide appropriate responses to patients. Where possible minimising formal complaints.
Annual KO41b submission
- Administration of Friends and Family Test (including submission of figures in CQRS) and other patient feedback
- Clinical Governance including handling of Complaints Policies/protocols developing and implementing policies relating to patient services
- To review and action feedback from Annual GP Practice surveys
- To consider patient surveys
Patient Participation Group
- To arrange and set regular meetings with the PPG.
- To work closely with the practice partner lead for the PPG and Chair of the PPG
- To undertake reviews of PPG membership, structure and roles
- To produce, distribute and publish PPG minutes
Patient Communications
To be responsible for patient newsletters, content and publication
To manage the practice website and ensure a full review is undertaken and the practice is able to utilise the website to its fullest.
To inform patients of all Practice closures, PLT sessions and anything which may impact on services
To conduct monthly website review of information and to add relevant statements, practice news, newsletters and PPG minutes
To add patients communications to Practice Facebook Page
To communicate any local group meetings for CASS, Dementia, support groups via social media
Reporting
To produce monthly reports for Operations Committee meetings in relation to patient complaints received, website hits and usage, and any other as required (To be provided to Head of Practice)
To report Complaint data on a bi-annual basis
To report Significant Event data on a quarterly basis
Significant Events
Check submitted forms to ensure all data required is recorded
Ensure all staff involved have contributed and are aware of the recorded Significant Event
Review all Significant Events with practice partner lead
Record all outcomes and learning
To arrange and set up quarterly meetings to discuss and review all Significant events.
Present data and trends quarterly to multi-disciplinary team
To keep an updated log of all actions and outcomes
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post.
Flexibility is essential at all times to ensure that the Practice is well staffed, especially to cover holiday and sickness. Staff may be required to work at any of the Practices premises.
Changes in Primary Care: The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given.
Job description
Job responsibilities
Patient Engagement Officer (25 hours per week)
Reports to: Business Manager
Job Summary: To manage and deal with all aspects of patient communication, including PPG, complaints management, website information, and Significant Events.
Patient Liaison
- Responsible for the 'westgatepractice.feedback' email address checking daily for messages and dealing with these as appropriate
- To undertake regular checks of website information and update such as staff arrive and leave.
- Developing and implementing new and innovative ways to facilitate patient engagement
- Review patient services and monitor/uphold patient compliance
- Patient Feedback
To deal with patient complaints in accordance with our patient complaint process and policy. To investigation and provide appropriate responses to patients. Where possible minimising formal complaints.
Annual KO41b submission
- Administration of Friends and Family Test (including submission of figures in CQRS) and other patient feedback
- Clinical Governance including handling of Complaints Policies/protocols developing and implementing policies relating to patient services
- To review and action feedback from Annual GP Practice surveys
- To consider patient surveys
Patient Participation Group
- To arrange and set regular meetings with the PPG.
- To work closely with the practice partner lead for the PPG and Chair of the PPG
- To undertake reviews of PPG membership, structure and roles
- To produce, distribute and publish PPG minutes
Patient Communications
To be responsible for patient newsletters, content and publication
To manage the practice website and ensure a full review is undertaken and the practice is able to utilise the website to its fullest.
To inform patients of all Practice closures, PLT sessions and anything which may impact on services
To conduct monthly website review of information and to add relevant statements, practice news, newsletters and PPG minutes
To add patients communications to Practice Facebook Page
To communicate any local group meetings for CASS, Dementia, support groups via social media
Reporting
To produce monthly reports for Operations Committee meetings in relation to patient complaints received, website hits and usage, and any other as required (To be provided to Head of Practice)
To report Complaint data on a bi-annual basis
To report Significant Event data on a quarterly basis
Significant Events
Check submitted forms to ensure all data required is recorded
Ensure all staff involved have contributed and are aware of the recorded Significant Event
Review all Significant Events with practice partner lead
Record all outcomes and learning
To arrange and set up quarterly meetings to discuss and review all Significant events.
Present data and trends quarterly to multi-disciplinary team
To keep an updated log of all actions and outcomes
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post.
Flexibility is essential at all times to ensure that the Practice is well staffed, especially to cover holiday and sickness. Staff may be required to work at any of the Practices premises.
Changes in Primary Care: The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given.
Person Specification
Experience
Essential
- Computer literacy in Word, Excel and presentation software
- Experience in a clerical environment
- Experience of dealing with customer complaints both verbal and written
Desirable
- Knowledge of EMIS computer system
- Experience of managing a website
- Previous employment in NHS or other medical environment
Communication
Essential
- Excellent communication skills
- Articulate both in writing and verbally
- Pleasant telephone manner
Qualifications
Essential
- GCSE (or equivalent) in English and Maths
Personal Qualities
Essential
- Excellent interpersonal (people) skills
- Empathy
- Use of initiative
- Good Customer Care skills
- Ability to work under pressure
- Smart appearance
- Flexible approach to workload
- Team player
Person Specification
Experience
Essential
- Computer literacy in Word, Excel and presentation software
- Experience in a clerical environment
- Experience of dealing with customer complaints both verbal and written
Desirable
- Knowledge of EMIS computer system
- Experience of managing a website
- Previous employment in NHS or other medical environment
Communication
Essential
- Excellent communication skills
- Articulate both in writing and verbally
- Pleasant telephone manner
Qualifications
Essential
- GCSE (or equivalent) in English and Maths
Personal Qualities
Essential
- Excellent interpersonal (people) skills
- Empathy
- Use of initiative
- Good Customer Care skills
- Ability to work under pressure
- Smart appearance
- Flexible approach to workload
- Team player
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.
