Patient Liaison Manager

Job description

Job responsibilities

Key Duties & Responsibilities

The Patient Liaison Manager delivers the practices Patient Experience Strategy. You will manage all patient complaints, engagement, and feedback for the practice; being a point of contact and expertise for all patients, their families, and clinical colleagues. The Patient Liaison Manager will coordinate and manage the practices patient engagement agenda by leading and advising on co-design and co-production engagement activities and ensuring feedback systems such as Friends and Family Test and Care Opinion are managed. The postholder will also work closely with other teams in the organisation, such as the Operations team, Clinical team, Healthwatch, and various admin teams. The postholder will ensure a professional and values-based Complaints Service. They will be responsible for the reporting and triangulation of patient experience information and feedback from a diversity of sources and ensure efficient and proactive processes exist or are created. This will also incorporate significant events and theme reporting. The post-holder will be required to work independently and as part of the Operations team and be flexible to the service's needs. They will comply with all relevant Health, Safety and Statutory legislation and aspire to the best working practice.

The postholder will look to implement and support clear and informative information using our social media platforms and reporting on and responding to online reviews via Google and NHS Choices. All with the aim of providing responses to complaints, appreciating compliments and collating themes to feed back to the clinical and non-clinical teams.

Performance Standards

The post holder must communicate effectively with patients, colleagues and team members.

Excellent communication skills to enable accurate understanding of complaints, outcomes and how to effectively resolve concerns/

The post holder must recognise peoples needs for alternative methods of communication and respond accordingly.

Ability to work and adapt to a fast-paced environment.

Good working knowledge of Microsoft Word, PowerPoint and Excel.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Post-holders must adhere to the following principles:

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.

They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with Aspiro policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Aspiro health & safety policy, the health & safety manual, and the Aspiro infection control policy and published procedures. This will include:

Using personal security systems within the workplace according to Aspiro guidelines.

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks;

Making effective use of training to update knowledge and skills;

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards;

Active reporting of health and safety hazards and infection hazards immediately when recognised;

Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role

Undertaking periodic infection control training (minimum annually);

Reporting potential risks identified to the Aspiro Management.

Equality & Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Aspiro procedures and policies, and current legislation;

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues;

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Job Description Reviews

This job description is intended to provide an outline of the key tasks and responsibilities only, the list is non-exhaustive. There may be other duties required of the post holder commensurate with their position. This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties in order to maintain the efficient running of Aspiro.

Person Specification

Personal Attributes

Essential

• Reliable, trustworthy and dependable.
• Displays integrity at all times.
• Ability to keep calm under pressure.
• Non-judgemental.
• Discreet, empathetic and diplomatic.
• Proactive, hardworking and self-motivated. Able to work with minimal direction.
• Able to motivate and inspire others.
• Conscientious and diligent.
• Methodical and resourceful.
• Caring, pleasant and personable. Sympathetic and good humoured.
• Mature outlook.

Qualifications

Essential

• Educated to A Level or equivalent. Demonstrably operating at this level/ above.
• Excellent level of literacy (English Language GCSE Grade C or equivalent).
• Evidence of continuing professional development.

Desirable

• Educated to degree level or equivalent in an appropriate subject.
• Customer care training & certification.

Skills and Abilities

Essential

• Strong leadership & management skills.
• Ability to communicate clearly and effectively, both written & verbally.
• Exceptional interpersonal skills, including the ability to listen, empathise, negotiate, influence, delegate and empower staff.
• Conflict resolution skills.
• Well-developed IT skills including the ability to use Microsoft office applications.
• Effective organisational, time management & prioritisation skills.
• Ability to work effectively under pressure and respond to change.
• Innovative, strategic, and forward thinking.
• Accuracy and attention to detail.
• Effective decision making and judgement.
• Problem solving skills and solution focussed approach.
• Good use of initiative.
• The ability to work flexibly and remain adaptable.

Experience

Essential

• Complaints handling experience including the compilation of written responses.
• Demonstrable people management experience in a customer care environment.
• Proven experience of working under pressure and multitasking.
• Proven experience of facilitating and leading meetings.

Desirable

• Management experience in a primary healthcare setting.
• Knowledge of SystmOne clinical system.

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

Aspiro Healthcare

Address

Hollybrook Medical Centre

Hollybrook Way

Littleover

Derby

DE23 3TX

Employer's website

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