Job responsibilities
The Patient Services and Complaints Manager is responsible for handling patient feedback and complaints with empathy and efficiency. They will be required to develop and implement strategies to enhance patient experience and collaborate with staff to ensure high-quality service delivery.
The post holder will also be required to:
Conduct training on patient-centric communication.
Foster a positive environment for patients and staff.
Provide a quality service to complainants, ensuring they have a positive experience of making a complaint and that every effort is made to resolve complaints satisfactorily.
The post holder is responsible for the quality, accuracy and appropriateness of all responses prepared for Burney Street Practice. The post holder will ensure that providers respond to complaints fully, in a timely manner in keeping with Practice guidelines and that appropriate action is taken. The post holder will oversee every element of the complaints function within Burney Street Practice.
The post holder is responsible for identifying and acting upon themes and trends arising from patient feedback and complaints. The post holder will review data to identify areas for improvement and contributing to the culture of learning from feedback by ensuring learning is taking place when service issues arise.
The post holder will supervise the updating of Practice leaflets, notices and the Practice website and ensure that appropriate information is available to patients.
The post holder should personally oversee any complaints which progress to the Parliamentary and Health Service Ombudsman and work with the Complaints Officer responsible for the complaint until completion of the PHSO investigation.
The post holder will provide a timely response to online feedback including on NHS Choices and Google.
The post holder will liaise with patient groups/PALS/Healthwatch.
The post holder will adopt a strategic approach to the management of all patient feedback.
The post holder will act as the practice lead for the Patient Participation Group (PPG).
The practice lead for the PPG provides the following:
Support the PPG Chair.
Provide administrative and practical support to the PPG.
Responsible for coordinating the PPG activities and for feeding back from the PPG to the Practice team and Partners.
Facilitating the welcoming of new PPG members.
Access to training opportunities within the NHS/Practice.
Access to peer mentoring support with another local PPG, subject to availability.
Access any locally based PPG networks or umbrella groups.
Help members in understanding the NHS and realising the potential of their role.
Raise the profile of the PPG within the Practice.
Requirements:
The post holder will have:
Strong communication and interpersonal skills.
Experience in managing patient relations or similar role.
Problem-solving ability with a focus on patient advocacy.
Knowledge of healthcare regulations.
Excellent organisational and leadership skills.
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.
- 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 the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
Apply Practice policies, standards and guidance.
Discuss with other members of the team how the policies, standards and guidelines will affect own work.
Participate in audit where appropriate.
