Would you like to be part of a team that has a real supportive and inclusive ethos and sense of community?
Are you an enthusiastic and dynamic administrator ?
Do you like to investigate and are curious and care the the patient gets the best outcome?
Do you haveexcellent written and oral skills to be able to investigateand write complaint responses and discuss issues and concerns with patients?
Main duties of the job
Job summary:
Responsible for dealing with patient concerns andmaintaining and developing patient services through the introduction and use ofnew technologies.
A large portion of the position requires excellentwritten and oral skills to be able to investigate and write complaint responsesand discuss issues and concerns with patients.
About us
We are a large and very friendly GP surgery in Marlow, Buckinghamshire.
We have an inclusive approach and all our dedicated staff are focused on excellent patient outcomes.
Job responsibilities
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.
* 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.
Person Specification
Knowledge and skills
* 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.
* Experience of NHS patient systems such as Systm One/EMIS desired.
* Experienced in Microsoft office tools; outlook, word, excel, powerpoint, teams etc.
* 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.
Qualifications
* O Level Maths and English (or equivalent)
* Primary Care experience
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.
Full-time,Part-time,Job share,Flexible working,Home or remote working,Compressed hours
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