Complaints and Patient Experience Lead

Job description

Job responsibilities

ROLE SUMMARY

The Complaints and Patient Experience Lead will support the Head of Quality & Patient Safety (Governance) in managing patient complaints, patient and carer feedback reporting, patient engagement and delivering patient experience improvement initiatives within Newmedica.

KEY RESPONSIBILITIES:

Patient Reported Experience Measure (PREMs)

1. Act as a point of contact to support services to ensure understanding of the importance of the collation of PREMs data.

2. Prepare & analyse PREMs data for specific Commissioners where this is required.

3. Review and analyse PREMs data and response rate and benchmark against other organisations.

4. Work with the Quality & Patient Safety Team to facilitate any ongoing quality improvement with the services.

5. To provide data and narrative reports, trend analysis and case studies to be presented at the Clinical Governance Committee. Develop policy and guidance documents to support the collection of PREMs data

Complaints

1. Support all services to effectively manage stage 1 complaints by providing advice, guidance and training.

2. Responsible for the management of all stage 2 and stage 3 complaints, including the investigation and drafting response letter.

3. Liaise with complainants, ISCAS, the Ombudsman/ISCAS, other outside agencies and staff regarding stage 2 and stage 3 complaints to attempt to achieve resolution where required.

4. Write the overarching annual complaints report for the organisation.

5. Undertake monthly, quarterly and annual analysis of themes of complaints and complaint handling and present to the Clinical Governance Committee and Learning and Improvement Sub-Committee.

6. Benchmark complaints themes against external organisations, suggesting areas of focus where applicable.

7. Deliver complaints handling training across all services as a rolling training programme.

8. Administer the annual complaints survey to patients and analyse the results to ensure our current complaints process is robust and provide additional training to services where concerns are identified.

9. Responsible for the organisations complaints policy ensuring alignment with national guidance and best practice recommendations

10. Support with reviewing and creating patient information in regard to complaint handling.

11. Update complaints and patient feedback information on Newmedicas website and Vision so relevant and current documents and information are in place for use.

12. Provide data and narrative reports, trend analysis and case studies for Bitesize and other material as required.

PATIENT FEEDBACK

1. To hold overall lead responsibility for how the organisation gathers, responds to and learns from patient feedback. Review patient feedback to understand themes and work with the Quality & Patient Safety team to facilitate ongoing quality improvement with the services.

2. Monitor patient feedback scores to identify trends and target support as required.

3. Collaborate with services to increase patient feedback response rates and satisfaction scores.

4. Work with teams in the Support Office and local services to deliver improvement initiatives relating derived from patient feedback.

REPORTING

1. Review and triangulate patient experience data, complaints and incidents for trends and themes and present the findings at the relevant committees.

2. Produce annual and quarterly patient experience reports.

3. Collaborate with the quality teams Data Analyst to produce monthly patient experience reports for services.

4. Produce ad hoc reports at the request of services and support office colleagues relating to complaints and patient experience.

OTHER

1. Identify and share any new national guidance or policy that will impact on the organisation in relation to patient experience and complaints.

2. Member of the Physical Environment Group.

3. Involvement in cross functional projects, providing expert opinion on patient experience and complaints.

4. Work with the Head of Quality & Patient Safety (Governance) to support the development of a Quality & Patient Safety Strategy, that includes a section on patient experience.

5. Support with quality assurance and mock CQC visits as required.

Person Specification

Qualifications

Essential

• Degree level qualification or equivalent.

Experience

Essential

• Experience of working in a healthcare environment.
• Significant experience in a role focussed on complaints, patient experience and satisfaction.
• Experience of presenting information to a wide range of senior stakeholders with confidence and gravitas.
• Previous experience of complaints management including investigations and quality complaint response letters.
• Experience of dealing with difficult situations and communication to achieve a positive outcome and resolution.
• Previous experience of patient experience management.
• Previous experience of writing and delivering training programmes.
• Has experience of using clinical information systems.

Skills and knowledge

Essential

• Good understanding of the principles of Clinical & Corporate Governance.
• Good understanding of the health care regulatory environment including but not limited to Care Quality Commission (CQC).
• Previous knowledge of collecting PROMs/PREMs or patient experience data.
• Knowledge of Information Governance, Data Protection Act and Freedom of Information.
• Understanding of confidentiality.
• Excellent communication skills both verbal and written.
• Ability to write concise, factually correct reports from a range of information.
• Ability to identify evidence of standard implementation and assess compliance.
• Able to extract and use information from a variety of sources and formats.
• Able to predict trends by interpreting all relevant information.
• Able to identify problems and suggest solutions or improvements.
• Able to identify how different information interrelates.
• Ability to facilitate changes in practice in collaboration with appropriate multi-disciplinary teams.
• Manages time effectively, focusing on achieving priorities.
• Empathetic and supportive when dealing with public / staff / colleagues.
• Excellent attention to detail and highly organized.
• Displays a high standard of personal integrity.
• Actively seeks ways to improve efficiency and effectiveness of own performance.
• Agrees clear objectives and targets.
• Self-motivated, and able to work autonomously.
• Computer literate, including word processing and spreadsheets.

Employer details

Employer name

New Medical Systems Ltd

Address

Cirrus East

NG2 Business Park, Enterprise Way

Nottingham

Nottinghamshire

NG2 1EP

Employer's website

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