Job summary
The main responsibility of this position is to deliver efficient and effective administrative support to the governance team of the organization. This support will encompass handling complaints, incidents, audits, legal processes, and serving as an accessible point of contact for patients and others who wish to provide feedback on PELC services.
Main duties of the job
The key tasks for this job are as follows:Manage complaints in compliance with NHS Regulations and PELC Complaints Policy by:Engaging with complainants and individuals giving feedback through phone, email, or letter.Referring complaints to self-employed GPs or PELC staff, or forwarding them to relevant external organizations for their input.Monitoring and pursuing progress on responses and actions to ensure timely resolution.Coordinating responses to complaints and any other necessary correspondence.Establishing and maintaining accurate records on the Datix database system and paper files for complaints and other feedback.
The post holder must at all times carry out his/her responsibilities with due regard to the PELC policies and procedures in particular Equal Opportunities, Health & Safety, Confidentiality and Data protection Act.
All staff have a responsibility to participate in the PELC Appraisal Scheme and to contribute to their own development, and the development of any staff they appraise or are responsible for.
The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the service.
About us
The Partnership of East London Cooperatives (PELC) is a not-for-profit organisation delivering Urgent care at four Urgent Treatment centers which are,
- Queens Hospital UTC , Romford
- King George Hospital UTC, Goodmayes
- Barking Hospital UTC, Barking
- Harold Wood UTC, Haroldwood
and
- GP Out of Hours(HomeVisiting) and a service to the Homeless.
The services that PELC provides reach more than 2 million people across North East London and parts of Essex.All our services are regulated by Care Quality Commisson(CQC)
Job description
Job responsibilities
Job Summary: The main objective of this role is to provide efficient and effective administrative support to the organization's governance team. This support includes handling complaints, incidents, audits, and legal processes, as well as acting as a point of contact for feedback on PELC services. Additionally, the role involves serving as the administrator for the Datix database system, assisting with Clinical Quality Meetings, and providing administrative support within the Governance Management Structure.
Main Duties: The key responsibilities for this job are as follows:
Complaints Management:
- Receive, investigate, and respond to complaints following NHS Regulations and PELC Complaints Policy.
- Communicate with complainants and individuals providing feedback through phone, email, or letter.
- Refer complaints to self-employed GPs, PELC staff, or relevant external organizations for their input.
- Monitor and follow up on responses and actions to ensure timely resolution.
- Coordinate complaint responses and handle any necessary correspondence.
- Maintain accurate records on the Datix database system and paper files for complaints and feedback.
Incident Investigation:
- Administer incident investigation according to PELC policy.
- Refer incidents to self-employed GPs, PELC staff, or relevant external organizations for their comments.
- Monitor and follow up on responses and actions to meet deadlines.
- Coordinate incident responses and handle related correspondence.
- Maintain accurate records on the Datix database system and paper files for incidents.
Datix Database Administration:
- Act as the administrator for the Datix database system, ensuring its effective functioning.
- Create and manage records, users, passwords, and templates in the system.
- Assist other staff using the system.
- Generate regular and ad hoc reports from the database.
- Contribute to the development of the system for managing different governance functions (training will be provided).
Clinical Quality Meetings Support:
- Provide administrative support for Clinical Quality Meetings.
- Ensure timely submission of meeting papers to the CCG (Clinical Commissioning Group).
- Oversee the Quality schedule and liaise with quality leads.
- Act as the minute taker during governance meetings.
Governance Management Structure Support:
- Prepare required documentation for formal submissions to external organizations, such as the Ombudsman's office, General Medical Council, and commissioners.
- Ensure safe storage and scanning of streaming records.
- Coordinate meeting dates and attend meetings to take notes or minutes when necessary (compensated with TOIL - Time Off In Lieu).
- Gather evidence of procedures or performance for presentation to regulators or commissioners.
- Conduct audit checks on information systems as instructed to maintain accurate and up-to-date data.
- Perform general office administrative duties as needed.
Job description
Job responsibilities
Job Summary: The main objective of this role is to provide efficient and effective administrative support to the organization's governance team. This support includes handling complaints, incidents, audits, and legal processes, as well as acting as a point of contact for feedback on PELC services. Additionally, the role involves serving as the administrator for the Datix database system, assisting with Clinical Quality Meetings, and providing administrative support within the Governance Management Structure.
Main Duties: The key responsibilities for this job are as follows:
Complaints Management:
- Receive, investigate, and respond to complaints following NHS Regulations and PELC Complaints Policy.
- Communicate with complainants and individuals providing feedback through phone, email, or letter.
- Refer complaints to self-employed GPs, PELC staff, or relevant external organizations for their input.
- Monitor and follow up on responses and actions to ensure timely resolution.
- Coordinate complaint responses and handle any necessary correspondence.
- Maintain accurate records on the Datix database system and paper files for complaints and feedback.
Incident Investigation:
- Administer incident investigation according to PELC policy.
- Refer incidents to self-employed GPs, PELC staff, or relevant external organizations for their comments.
- Monitor and follow up on responses and actions to meet deadlines.
- Coordinate incident responses and handle related correspondence.
- Maintain accurate records on the Datix database system and paper files for incidents.
Datix Database Administration:
- Act as the administrator for the Datix database system, ensuring its effective functioning.
- Create and manage records, users, passwords, and templates in the system.
- Assist other staff using the system.
- Generate regular and ad hoc reports from the database.
- Contribute to the development of the system for managing different governance functions (training will be provided).
Clinical Quality Meetings Support:
- Provide administrative support for Clinical Quality Meetings.
- Ensure timely submission of meeting papers to the CCG (Clinical Commissioning Group).
- Oversee the Quality schedule and liaise with quality leads.
- Act as the minute taker during governance meetings.
Governance Management Structure Support:
- Prepare required documentation for formal submissions to external organizations, such as the Ombudsman's office, General Medical Council, and commissioners.
- Ensure safe storage and scanning of streaming records.
- Coordinate meeting dates and attend meetings to take notes or minutes when necessary (compensated with TOIL - Time Off In Lieu).
- Gather evidence of procedures or performance for presentation to regulators or commissioners.
- Conduct audit checks on information systems as instructed to maintain accurate and up-to-date data.
- Perform general office administrative duties as needed.
Person Specification
Experience
Essential
- Experience in a secretarial or administrative role
- Experience of dealing with the general public in person or by phone
- Experience of establishing and implementing effective admin processes and systems
- Use of Datix governance system
Qualifications
Essential
- RSA III/NVQ 3 Business Administration or equivalent qualification
- Trained [Pitman or equivalent] and experienced at intermediate level in a range of software packages including Excel, Word, PowerPoint
Skills & Abilities
Essential
- Skills & Abilities
- Demonstrates good numeracy and literacy skills
- Advanced keyboard skills; able to produce accurate typing / figure work
- Excellent oral and written communication skills in person, on telephone, by letter or by email
- Problem solving, decision making and analytical skills
- Deals with people in a calm and diplomatic manner
- Establishes effective working relationships with external partners and colleagues at all levels
- Works accurately with attention to detail
- Able to work both independently and within a team
- The ability to organise and prioritise own workload within any specified guidelines, and to achieve deadlines whilst responding to immediate demands
- Ability to work with people from a range of backgrounds and cultures in a respectful manner
Person Specification
Experience
Essential
- Experience in a secretarial or administrative role
- Experience of dealing with the general public in person or by phone
- Experience of establishing and implementing effective admin processes and systems
- Use of Datix governance system
Qualifications
Essential
- RSA III/NVQ 3 Business Administration or equivalent qualification
- Trained [Pitman or equivalent] and experienced at intermediate level in a range of software packages including Excel, Word, PowerPoint
Skills & Abilities
Essential
- Skills & Abilities
- Demonstrates good numeracy and literacy skills
- Advanced keyboard skills; able to produce accurate typing / figure work
- Excellent oral and written communication skills in person, on telephone, by letter or by email
- Problem solving, decision making and analytical skills
- Deals with people in a calm and diplomatic manner
- Establishes effective working relationships with external partners and colleagues at all levels
- Works accurately with attention to detail
- Able to work both independently and within a team
- The ability to organise and prioritise own workload within any specified guidelines, and to achieve deadlines whilst responding to immediate demands
- Ability to work with people from a range of backgrounds and cultures in a respectful 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.
