Job details
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Job type
Permanent
Location
Bicester OX26 6HT
Full job description
Core Responsibilities:
1. Investigate and respond to all complaints ensuring that investigations are thorough, transparent, and open.
2. Raise safeguarding or other concerns as appropriate.
3. Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations.
4. Co-ordinate and lead regular meetings with the Complaints and CQC Leads.
5. Support our Practice Lead with the management of Significant Events where appropriate.
6. Maintain the Significant Event register.
7. Manage the Operations Team workload and resourcing.
8. Deal with complex queries from the Operations Team.
9. Monitor, action and update tasks on the clinical system (EMIS).
10. Ensure that the team works within the boundaries of Practice policies and procedures, including those around Information Governance.
Skills:
1. Knowledge and practical experience of complaints/resolution management and its processes.
2. Understanding of mediation and negotiation in the context of complaints management and investigation.
3. Strong working knowledge of general practice systems; EMIS preferred as well as other widely used software (Docman, eConsult, Lexacom).
4. Strong communication skills both written and verbal, including reporting, Excel, and organisation of information.
5. Confident and comfortable with the use of digital technology, data, and systems.
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