Patient Liaison Officer

Job summary

The post is for a Patient Liaison Officer, here at Lionwood Medical Practice, with the primary focus on managing complaints and queries. Your main job responsibility will be to deal with verbal and written complaints in a timely manner and be the first point of contact for patients.

You will work collaboratively with the Assistant Practice Manager to meet the needs of patients, supporting the delivery of the complaints through policies and procedures.

Main duties of the job

To work closely and effectively with the Assistant Practice Manager in complaints handling at the practice.

Attend regular meetings to discuss and update the managers and partners on the complaints.

Attend the practices Patient Participation Group PPG to discuss recent themes of complaints, focusing on methods of improvement

To participate in audits when requested.

To observe and adhere to governance requirements.

To report all complaints incidents promptly to the Assistant Practice Manager/ Practice Manager.

Liaise with staff and other agencies to formulate responses to patients as and when required.

To ensure high standards of customer service to patients and visitors to the practice and on the telephone at all times.

To look at the complaints processes and protocols to ensure we are keeping up to date with NHSE standards.

Keep up to date with local service provision and guidance.

About us

At Lionwood Medical Practice, we are dedicated to providing comprehensive and compassionate healthcare services to individuals and families in Norwich and the surrounding communities. Our practice is committed to promoting wellness, preventing illness, and delivering high-quality care that meets the diverse needs of our patients. The practice has a patient list size of nearly 15,000 and continues to grow and expand the offering of services to meet the needs of the local resident and their families.

Key Features:

• Patient-Centered Care: We prioritise the well-being and satisfaction of our patients, striving to create a welcoming and supportive environment where every individual feels valued and respected.
• Experienced Healthcare Team: Our team of skilled healthcare professionals, including general practitioners, nurses, and support staff, is committed to delivering personalised care and building long-term relationships with our patients.
• Comprehensive Services: From preventive care and routine examinations to chronic disease management and minor procedures, we offer a wide range of primary care services to address the health needs of patients of all ages.
• Community Engagement: We are actively involved in our local community and work in collaboration with other healthcare providers to promote health and wellness for all residents.