Job summary Oxford Terrace and Rawling Road Medical Group is a busy General Practice based in Bensham, Gateshead. We operate across two sites and offer primary care services to over 17500 patients. Please note this position is Part time, working 22.5 hours per week. The working pattern for this post will be Monday, Tuesday and Friday working onsite 8am-4pm. The post holder plays a key role in supporting the Business Manager and Practice Manager in the management of complaints, information governance, information technology and quality issues in the Practice. The post-holder works collaboratively with the partners and the whole practice team to meet the needs of patients and to deliver the Practice priorities. The post holder will support the Business Manager and Practice Manager by championing patient involvement and experience across the organisation. The post holder is expected to facilitate and support a range of initiatives to ensure that the practice involves and listens to patients and their families, enabling them to feedback effectively and ensuring that they are aware of how we are responding to the issues that they raise. Main duties of the job Responsible for the management and handling of complaints and patient concerns To communicate complex information effectively with a wide range of staff including senior managers, clinicians and other internal and external stakeholders. Develop mechanisms to promote and maintain a culture of welcoming complaints and concerns and use this to make a positive change. Provide training to staff on the managing and handling of complaints and patient concerns Support the monitoring of wider patient involvement and experience delivery to improve care standards. To ensure an effective relationship with multiple teams regarding positive and negative feedback, collation and feedback to correct teams and making full use of feedback received through all channels Manage all SIRMS reports within the practice Carry out root cause analysis and put in place preventative and mitigation measures Liaise with other organisations to investigate and resolve incident Organise and lead an annual SIRMS review meeting Carry out root cause analysis and put in place preventative and mitigation measures Liaise with other organisations to investigate and resolve incidents Organise and lead an annual SIRMS review meeting About us Accountability& Quality We behave with candour in our dealings with staff, patients and partner organisations building trustworthy, open, transparent relationships that further our aim to provide excellent patient-centred, accessible services. We have a highly effective, safe and innovative organisation with a culture of continuous quality improvement, enabling learning and evidence-based care to improve both the quality and range of services we offer. Staff & Patient Involvement We are a committed and inspired team striving to be the best at what we do. Working with patients we shape and continuously improve our services within the health and wellbeing system. Leading the Way Our involvement in teaching, research and integration with health and social care ensure that we are proactive and productive in planning and delivery. We show vision, ambition and courage to maximize our financial potential to commission and provide the best possible care for those we serve. Date posted 23 April 2025 Pay scheme Agenda for change Band Band 6 Salary £37,338 to £44,962 a year Contract Permanent Working pattern Part-time Reference number A2671-25-0005 Job locations 1 Oxford Terrace Gateshead NE8 1RQ Job description Job responsibilities Complaints and Patient Experience Responsible for the management and handling of complaints and patient concerns To communicate complex information effectively with a wide range of staff including senior managers, clinicians and other internal and external stakeholders. Interpret analyse and share complex information including learning. Compose monthly reports including ad hoc requests regarding complaints and patient concerns and complaints, including themes and trends for internal and external use and for all levels of the organisation. Develop mechanisms to promote and maintain a culture of welcoming complaints and concerns and use this to make a positive change. Attend executive and operational management meetings Provide training to staff on the managing and handling of complaints and patient concerns Support the monitoring of wider patient involvement and experience delivery to improve care standards. Support the Business Manager and Quality & Contracts Manager with projects relating to wider aspects of patient experience. To work effectively to maximise positive publicity, both locally and nationally. This requires good teamwork and an organised approach to dealing with a diverse work plan often to tight deadlines. To ensure an effective relationship with multiple teams regarding positive and negative feedback, collation and feedback to correct teams and making full use of feedback received through all channels. Support the Executive Team to adopt and deliver best practice guidance on patient/service user involvement. Measuring patient experience and supporting staff to translate their results into meaningful practical actions to generate improvements in patient experience. Maintain control of all patient experience data and activity within the organisation, sharing ideas and initiatives and reporting as appropriate internally and externally. Support the Business Manager with facilitating listening events, focus groups and surveys, commissioning external agencies and/or supporting volunteers to hear the views of service users and their families. Organise and lead an annual meeting to review patient complaints and patient experience feedback Serious Incident Reporting and Monitoring Manage all SIRMS reports within the practice Carry out root cause analysis and put in place preventative and mitigation measures Liaise with other organisations to investigate and resolve incidents Organise and lead an annual SIRMS review meeting Production of Performance and Quality Information Ensure the Practice adheres to data quality legislation To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. To oversee the security and validation processes for the Clinical System. To ensure that training is provided for current and new Practice staff in the use of the Clinical System Support the production of monitoring information, reports and statistics for the PCN DES, LES and QOF. Job description Job responsibilities Complaints and Patient Experience Responsible for the management and handling of complaints and patient concerns To communicate complex information effectively with a wide range of staff including senior managers, clinicians and other internal and external stakeholders. Interpret analyse and share complex information including learning. Compose monthly reports including ad hoc requests regarding complaints and patient concerns and complaints, including themes and trends for internal and external use and for all levels of the organisation. Develop mechanisms to promote and maintain a culture of welcoming complaints and concerns and use this to make a positive change. Attend executive and operational management meetings Provide training to staff on the managing and handling of complaints and patient concerns Support the monitoring of wider patient involvement and experience delivery to improve care standards. Support the Business Manager and Quality & Contracts Manager with projects relating to wider aspects of patient experience. To work effectively to maximise positive publicity, both locally and nationally. This requires good teamwork and an organised approach to dealing with a diverse work plan often to tight deadlines. To ensure an effective relationship with multiple teams regarding positive and negative feedback, collation and feedback to correct teams and making full use of feedback received through all channels. Support the Executive Team to adopt and deliver best practice guidance on patient/service user involvement. Measuring patient experience and supporting staff to translate their results into meaningful practical actions to generate improvements in patient experience. Maintain control of all patient experience data and activity within the organisation, sharing ideas and initiatives and reporting as appropriate internally and externally. Support the Business Manager with facilitating listening events, focus groups and surveys, commissioning external agencies and/or supporting volunteers to hear the views of service users and their families. Organise and lead an annual meeting to review patient complaints and patient experience feedback Serious Incident Reporting and Monitoring Manage all SIRMS reports within the practice Carry out root cause analysis and put in place preventative and mitigation measures Liaise with other organisations to investigate and resolve incidents Organise and lead an annual SIRMS review meeting Production of Performance and Quality Information Ensure the Practice adheres to data quality legislation To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. To oversee the security and validation processes for the Clinical System. To ensure that training is provided for current and new Practice staff in the use of the Clinical System Support the production of monitoring information, reports and statistics for the PCN DES, LES and QOF. Person Specification Experience Essential Subject Access protocol Access to Health Records Act 2000 Information Governance Data Protection Information security Understanding of relevant legislation and how it applies to the information governance agenda (D) Experience in, and specialist knowledge of, the field of customer service Experience of the management of NHS complaints handling and investigations Management/Supervisory/Line management experience Supervisory, HR and Management Essential Manage team of staff Performance monitoring and management Identify training requirements as part of incident investigation Develop & implement programme for practice Information Governance training Staff management experience Communication and Interpersonal Essential Excellent communication and interpersonal skills (both written and verbal) Ability to work with staff at all levels to improve Information Governance best practice Ability to deal with difficult and sensitive situations with tact, diplomacy and professionalism. Ability to communicate effectively and appropriately across organisations and professional boundaries. Ability to write, present and explain complex material in a professional, engaging and accessible manner Information and Communication Technology Essential Maintain accurate records of IG incidents including outcomes and decisions Provide senior staff with data and reports. Knowledge of EMIS (or other clinical database) Desirable Knowledge of Information Governance Toolkit systems Analytical and Judgement Essential Ability to assess severity of IG incidents and recommend organisation wide improvements Ability to analyse incident data to identify trends Planning and organisational Essential Highly organised and self-motivated, able to manage and deliver on multiple concurrent tasks. Proven ability to prioritise own workload/projects and to handle frequent changing demands and requirements that may involve other departments & organisations Proven ability to deliver work to tight deadlines and under pressure Proven ability to work autonomously Ability to make own decisions with freedom to act knowing when to seek others input Proven ability to concentrate for prolonged periods, manage frequent interruptions and work under pressure Ability to develop information sharing protocols Qualifications Essential Educated to Degree level or equivalent experience Knowledge and experience of managing complaints and adverse incidents in an NHS organisation Commitment to self-development and continuous learning Microsoft Office skills to ECDL standard or higher Customer service experience Desirable Management Qualification or Experience (Desirable) Person Specification Experience Essential Subject Access protocol Access to Health Records Act 2000 Information Governance Data Protection Information security Understanding of relevant legislation and how it applies to the information governance agenda (D) Experience in, and specialist knowledge of, the field of customer service Experience of the management of NHS complaints handling and investigations Management/Supervisory/Line management experience Supervisory, HR and Management Essential Manage team of staff Performance monitoring and management Identify training requirements as part of incident investigation Develop & implement programme for practice Information Governance training Staff management experience Communication and Interpersonal Essential Excellent communication and interpersonal skills (both written and verbal) Ability to work with staff at all levels to improve Information Governance best practice Ability to deal with difficult and sensitive situations with tact, diplomacy and professionalism. Ability to communicate effectively and appropriately across organisations and professional boundaries. Ability to write, present and explain complex material in a professional, engaging and accessible manner Information and Communication Technology Essential Maintain accurate records of IG incidents including outcomes and decisions Provide senior staff with data and reports. Knowledge of EMIS (or other clinical database) Desirable Knowledge of Information Governance Toolkit systems Analytical and Judgement Essential Ability to assess severity of IG incidents and recommend organisation wide improvements Ability to analyse incident data to identify trends Planning and organisational Essential Highly organised and self-motivated, able to manage and deliver on multiple concurrent tasks. Proven ability to prioritise own workload/projects and to handle frequent changing demands and requirements that may involve other departments & organisations Proven ability to deliver work to tight deadlines and under pressure Proven ability to work autonomously Ability to make own decisions with freedom to act knowing when to seek others input Proven ability to concentrate for prolonged periods, manage frequent interruptions and work under pressure Ability to develop information sharing protocols Qualifications Essential Educated to Degree level or equivalent experience Knowledge and experience of managing complaints and adverse incidents in an NHS organisation Commitment to self-development and continuous learning Microsoft Office skills to ECDL standard or higher Customer service experience Desirable Management Qualification or Experience (Desirable) 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 Oxford Terrace and Rawling Road Medical Group Address 1 Oxford Terrace Gateshead NE8 1RQ Employer's website http://www.otmg.co.uk/ (Opens in a new tab)