We are looking for someone with strong communication andinterpersonal skill to join our team. Thesuccessful candidate will be responsible for improving patient experience,complaint and feedback handling as well as practice service messaging.
We strive to provide a quality complaints service - ensuringevery complainant has a quality experience of making a complaint, maximisingthe opportunity for resolution and also learning.
The role will motivate a team working in a challenging area,ensuring continuous improvement and development of the service.
As an integral part of our healthcare team, the Relationship Managerwill be responsible for overseeing the management and resolution of complaintsreceived from patients and the National Health Service (NHS). This rolerequires a deep understanding of NHS policies and procedures, excellentcommunication skills, and a commitment to delivering high-quality patient care.
Main duties of the job
Complaint Management:
* Receive, review and log complaints in accordance with NHSguidelines and regulations.
* Liaise with relevant departments and personnel toinvestigate complaints thoroughly ensuring that complaints are handled in atimely manner, meeting established deadlines and targets.
* Provide support and guidance to staff involved.
Investigation and Analysis:
* Conduct comprehensive investigations, gathering relevantinformation and evidence.
* Analyse complaint trends and patterns to identify areas forimprovement.
* Collaborate with other departments to implement correctiveactions and prevent recurring issues.
Communication and Engagement:
* Serve as a point of contact for complainants, providingempathetic and professional support throughout the resolution process.
* Communicate effectively with patients, families, and carersto address concerns and ensure their voices are heard.
* Foster positive relationships with internal stakeholders,including healthcare professionals and admin staff.
Documentation and Reporting:
* Maintain accurate records of complaints, investigations, andoutcomes in compliance with NHS standards.
* Prepare regular reports on complaint activity, highlightingkey metrics and performance indicators.
* Present findings and recommendations in regular complaintand SEA meetings.
* Complete the yearly KO41b primary care complaintssubmission.
About us
About us
The Petroc Group Practice has 4 sites, Padstow, St Columb Major,St Merryn, and St Columb Road.
We are a dispensing practice based in north Cornwall in quite arural setting. On the beautiful, and hard to beat, north Cornwall coast, we areno Doc Martin. With a population of just over 17,000 we are keen to provide ourpatients with the services they need, improve patient outcomes and to givecontinuity of care.
We are a friendly and supportive team, with lots of experiencedmembers of staff that are on hand for advice and assistance.
We have a varied group of clinicians, with GP Partners, salariedGPs, Medical students and Registrars, sitting alongside Paramedics, SocialPrescribers, Clinical Pharmacist, FCP, Nurse Practitioners, HCA's and all ourdispensers, admin and secretarial teams.
Job responsibilities
We are looking for someone with strong communication andinterpersonal skill to join our team. Thesuccessful candidate will be responsible for improving patient experience,complaint and feedback handling as well as practice service messaging.
We strive to provide a quality complaints service - ensuringevery complainant has a quality experience of making a complaint, maximisingthe opportunity for resolution and also learning.
The role will motivate a team working in a challenging area,ensuring continuous improvement and development of the service.
As an integral part of our healthcare team, the Relationship Managerwill be responsible for overseeing the management and resolution of complaintsreceived from patients and the National Health Service (NHS). This rolerequires a deep understanding of NHS policies and procedures, excellentcommunication skills, and a commitment to delivering high-quality patient care.
Key Responsibilities:
Complaint Management:
Receive, review, and log complaints in accordance with NHSguidelines and regulations.
Liaise with relevant departments and personnel to investigatecomplaints thoroughly and efficiently.
Ensure complaints are handled in a timely manner, meetingestablished deadlines and targets.
Provide support and guidance to staff involved in the complaintresolution process.
Investigation and Analysis:
Conduct comprehensive investigations into complaints, gatheringrelevant information and evidence.
Analyse complaint trends and patterns to identify areas forimprovement within the healthcare system.
Collaborate with other departments to implement correctiveactions and prevent recurring issues.
Communication and Engagement:
Serve as a point of contact for complainants, providingempathetic and professional support throughout the resolution process.
Communicate effectively with patients, families, and caregiversto address concerns and ensure their voices are heard.
Foster positive relationships with internal stakeholders,including healthcare professionals and administrative staff, to promotetransparency and accountability.
Documentation and Reporting:
Maintain accurate records of complaints, investigations, andoutcomes in compliance with NHS standards.
Prepare regular reports on complaint activity, highlighting keymetrics and performance indicators.
Present findings and recommendations in regular complaint andSignificant Event Meetings, with clinical and non-clinical staff in attendance.
Complete the yearly KO41b primary care complaints submission.
Training and Development:
Develop and deliver training programs on complaint handling, proceduresand best practices for staff across the organisation.
Provide ongoing support and mentorship to all staff, helpingthem enhance their skills and knowledge.
Qualifications and Skills:
Bachelor's degree in healthcare administration, public health,or a related field
Previous experience in a similar role within the healthcaresector, preferably within the NHS.
Strong understanding of NHS policies, procedures, and regulatoryrequirements related to complaint management.
Excellent communication skills, both verbal and written, withthe ability to interact professionally with individuals at all levels.
Proven analytical and problem-solving abilities, with a keen eyefor detail.
Ability to work collaboratively in a fast-paced environment andmanage multiple priorities effectively.
Empathy, patience, and a genuine commitment to improving patientexperience and satisfaction.
Note: This job description isintended to outline the general nature and level of work performed byindividuals assigned to this position. It is not intended to be an exhaustivelist of all responsibilities, duties, and skills required. Management reservesthe right to modify, add, or remove duties as necessary to meet the needs ofthe organization.
Person Specification
Qualifications
* Bachelor's degree or diploma in healthcare administration, public health, or a related field
* GCSE grade A to C in English and Maths
Knowledge and skills
* Strong understanding of NHS policies, procedures, and regulatory requirements related to complaint management.
* Previous experience in a similar role within the healthcare sector, preferably within the NHS.
* Excellent communication skills, both verbal and written, with the ability to interact professionally with individuals at all levels.
* Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.
* Empathy, patience, and a genuine commitment to improving patient experience and satisfaction.
Experience
* Previous experience in a similar role within the healthcare sector, preferably within the NHS.
* Strong understanding of NHS policies, procedures, and regulatory requirements related to complaint management.
* Proven analytical and problem-solving abilities, with a keen eye for detail.
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.
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