Patient Experience Officer

Job description

Job responsibilities

Please refer to the enclosed Job Description and Person Specification document for the role requirements.

Patient and Staff Experience

Support with the development of a high-quality integrated Patient Experience service for patients, carers and members of the public who require support to seek information, help or advice and/or the resolution of concerns or complaints

To play a key role in the delivery of our strategic organisational priorities and facilitate and support operational activities in relation to patient/staff experience and involvement

To act as an expert resource on seeking out, understanding and responding to the voice of patients and staff

Complaint & Claims Management

To manage and support the patient feedback process, specifically complaints and potential claims to ensure;

Support the Patient Experience Manager and Practice Teams to ensure compliance with the complaints, incidents and claims management process in accordance with organisational policies and procedures and national guidance

Contact patients, carers and/or the complainant directly in the first instance to ensure patient safety and provide support with the complaints management process to help resolve their concerns

Promote patient safety by ensuring every complaint and concern is logged and reviewed for clinical issues with any potential safety issues are raised in a timely manager to the Practice Teams and Clinical Quality Manager

Complete complaint investigations with Practice Team members and provide a thorough response to resolve complaints and prevent returned complaints

To manage and support with the Incident Management process to ensure;

Incident Management

Support the Patient Experience Manager and Practice Teams to ensure compliance with the Incident management process in accordance with organisational policies and procedures and national guidance

Support the Clinical Quality Manager, Patient Experience Manager and Practice Teams to improve the incident management process to adopt the Patient Safety Incident Framework (PSIRF) principles and implementation process across NCPC

Support Practice Teams with the completion of incident investigations including significant event analysis (SEA) and supporting with the development of incident chronology

Support incident escalation processes as required

To manage and support with the Patient Engagement and Education process to ensure;

Patient Engagement & Education

Assist practices with the marketing and promotion of NCPC that provides safe, personal, co-ordinated care for the communities we serve

Support Practice Clinical and Managerial Leads on patient engagement in services and to ensure a co-ordinated approach to public and community engagement

Support with the development and facilitation of Patient Participation Groups (PPGs) in accordance with GMS contractual requirements

Communications

Maintain strong communication with patients, carers and team members

Support with the production of the Clinical Governance Directors - Quality Report and Patient Experience Reports

Support with the development of digital tools to improve communication and engagement with all stakeholders

Lead and support with the development and implementation of communication and campaign materials such as posters, leaflets and other publications

Performance and Quality

Ensure that accurate performance data is available to aid decision making

Monitor patient feedback measures including the Friends and Family test, patient surveys and compliments and complaints

Support the Patient Experience Manager and Practices with the management of incidents, complaints and claims process

Escalate potential patient safety and safeguarding concerns to Senior Management Leads, where appropriate

Health and Safety

Adhere to individual responsibilities for infection control and health and safety, using a system of observation, hazard identification, questioning, reporting and risk management

Using personal security systems within the workplace according to Practice guidelines

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

Internal Relationships

Work with the clinical leadership team and practice teams in a matrix structure to support the development of cross site working to support operational delivery.

Equality and 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 Practice procedures and policies, and current legislation

Respecting the privacy, dignity, needs and beliefs of Patients, carers and colleagues

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

Confidentiality

While 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

In the performance of the duties outlined in this Job Description, the post holder will have access to confidential and sensitive information relating to patients and their career, Practice staff and other healthcare workers. They will 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 the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

The duties and responsibilities detailed above are not exhaustive and you may be required to complete other tasks and duties which are commensurate to this job role

All staff are required to work within NCPC Values:

We Care We are a Team We Work Hard to Improve

Person Specification

Qualifications

Essential

• Diploma level qualification (e.g. HND, NVQ 4/5) or equivalent experience

Desirable

• Degree level qualification or equivalent experience

Experience

Essential

• Please refer to the Job Description & Person Specification for the full requirements of the role
• a) Strong commitment to the vision and values of NCPC
• b) Genuine interest in and commitment to the needs of patients and of the local community
• c) Commitment to the development of people and services, as required by NCPC
• d) Proven ability to lead and influence and ability to perform calmly under pressure
• e) Integrity and high ethical standards
• f) Experience in dealing with sensitive or difficult situations such as confrontational or upset people
• g) Experience of General Practice or working directly with service users
• h) Management experience of leadership - supervisory and people management
• i) Experience of building and maintaining effective working relationships
• j) Experience in a patient/customer focused working environment
• k) Excellent communication, listening and negotiating, influencing skills
• l) Experience of complaints and incident management
• m) Experience and articulate in writing complex response letters/reports
• n) The ability to manage multiple activities and prioritise deadlines
• o) Strong Administrative skills, Digital and IT skills Microsoft; Word, Excel, Teams, Outlook, -PowerPoint, Publisher
• p) Understanding/experience of analysing and interpreting data
• q) Accurate robust electronic record keeping
• r) It is essential to have the ability to travel between practice sites; Carlisle, Workington & Copeland areas

Desirable

• a) Collaborative working
• b) Experience of leading process and service development
• c) Experience within a Health or Social care environment
• d) Management of litigation -claims

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

North Cumbria Primary Care

Address

Morton Surgery

Langrigg Road

Carlisle

CA2 6DT

Employer's website

http://www.ncpcalliance.nhs.uk/ (Opens in a new tab)