Job summary Responsible for dealing with patient concerns and maintaining and developing patient services through the introduction and use of new technologies. A large portion of the position requires excellent written and oral skills to be able to investigate and write complaint responses and discuss issues and concerns with patients. Main duties of the job Management of all patient complaints and feedback ensuring written responses are created to a high standard, in line with practice and local protocols and sent by deadlines. Maintain complaint logs, analysing trends, preparing quarterly and year end complaint reviews and proposing suggestions for improvements to Practice Management. Develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter and practice noticeboards (supported by the digital champion). Deal with all queries relating to patient services. Continually assess and evaluate systems recommending patient facing changes and improvements to the Practice Management as appropriate. Development and promotion of online services to improve the number of patients registered to use on-line services. About us Marlow Medical Group is a forward thinking GP surgery in the beautiful market town of Marlow, Buckinghamshire. Looking after our 28000 patients you will be part of a dedicated and hard working patient focused team. Patient care is at the heart of everything we do. Date posted 06 January 2025 Pay scheme Other Salary Depending on experience Contract Permanent Working pattern Part-time, Job share, Flexible working Reference number A0364-25-0000 Job locations Victoria Road Marlow Buckinghamshire SL7 1DN Job description Job responsibilities Management of all patient complaints and feedback ensuring written responses are created to a high standard, in line with practice and local protocols and sent by deadlines. Maintain complaint logs, analysing trends, preparing quarterly and year end complaint reviews and proposing suggestions for improvements to Practice Management. Develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter and practice noticeboards (supported by the digital champion). Deal with all queries relating to patient services. Continually assess and evaluate systems recommending patient facing changes and improvements to the Practice Management as appropriate. Development and promotion of online services to improve the number of patients registered to use on-line services. Creation, coordination and reporting of patient and staff surveys. Responsible for all patient facing CQC policies. Review and update the Patient Services Clarity Page Support staff how best to handle complaints and give hints and tips how to avoid them. Line manage the Digital Champion who assists patients learn how to use digital tools at the practice. Liaise with the Patient Participation Group (PPG), executive and working group. Ensure meetings are regularly scheduled and that actions are completed. Liaise with local support groups such as Dementia Action Marlow, Carers Bucks to ensure good working relationships and support for activities. Align efforts to strengthen relationships with the local community and voluntary sector, to enhance the offer of support to individuals and wider population, to compliment and in conjunction with the objectives of our PCN. Ensure practice maintains current accreditations such as Safe Surgeries, Armed Forces, Dementia Friendly practice and adapts protocols as required. Some administrative duties to support the Senior Management team and the practice as required. This above list is not exhaustive and may be subject to change where there is an established business need. Job description Job responsibilities Management of all patient complaints and feedback ensuring written responses are created to a high standard, in line with practice and local protocols and sent by deadlines. Maintain complaint logs, analysing trends, preparing quarterly and year end complaint reviews and proposing suggestions for improvements to Practice Management. Develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter and practice noticeboards (supported by the digital champion). Deal with all queries relating to patient services. Continually assess and evaluate systems recommending patient facing changes and improvements to the Practice Management as appropriate. Development and promotion of online services to improve the number of patients registered to use on-line services. Creation, coordination and reporting of patient and staff surveys. Responsible for all patient facing CQC policies. Review and update the Patient Services Clarity Page Support staff how best to handle complaints and give hints and tips how to avoid them. Line manage the Digital Champion who assists patients learn how to use digital tools at the practice. Liaise with the Patient Participation Group (PPG), executive and working group. Ensure meetings are regularly scheduled and that actions are completed. Liaise with local support groups such as Dementia Action Marlow, Carers Bucks to ensure good working relationships and support for activities. Align efforts to strengthen relationships with the local community and voluntary sector, to enhance the offer of support to individuals and wider population, to compliment and in conjunction with the objectives of our PCN. Ensure practice maintains current accreditations such as Safe Surgeries, Armed Forces, Dementia Friendly practice and adapts protocols as required. Some administrative duties to support the Senior Management team and the practice as required. This above list is not exhaustive and may be subject to change where there is an established business need. Person Specification Experience Essential Excellent written skills (with good grammar) to compile complaint responses in formal letter and email format. Excellent oral skills to be able understand and respond to patient concerns. Educated to at least olevel or equivalent years/demonstration of relevant experience. Experience in a customer facing role (ideally within the NHS) desired. Excellent levels of organization and time management. Experienced in Microsoft office tools; Outlook, Word, Excel, Powerpoint, MS Teams Ability to self-learn systems and protocols and be able to adapt to change. Excellent analysis skills to investigate complaints/queries and prepare required presentations. Desirable Experience of NHS patient systems such as Systm One or EMIS desired. Experience of working in a GP practice Qualifications Essential GCSE grade A to C in English and Maths or equivalent Person Specification Experience Essential Excellent written skills (with good grammar) to compile complaint responses in formal letter and email format. Excellent oral skills to be able understand and respond to patient concerns. Educated to at least olevel or equivalent years/demonstration of relevant experience. Experience in a customer facing role (ideally within the NHS) desired. Excellent levels of organization and time management. Experienced in Microsoft office tools; Outlook, Word, Excel, Powerpoint, MS Teams Ability to self-learn systems and protocols and be able to adapt to change. Excellent analysis skills to investigate complaints/queries and prepare required presentations. Desirable Experience of NHS patient systems such as Systm One or EMIS desired. Experience of working in a GP practice Qualifications Essential GCSE grade A to C in English and Maths or equivalent 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 Marlow Medical Group Address Victoria Road Marlow Buckinghamshire SL7 1DN Employer's website https://www.marlowdoctors.co.uk/ (Opens in a new tab)