Oxford Terrace and Rawling Road Medical Group
Oxford Terrace and Rawling Road Medical Group is a busyGeneral Practice based in Bensham, Gateshead. We operate across two sites andoffer primary care services to over 17500 patients.
Please note this position is Part time, working 22.5hours per week.
The working pattern for this post will be Monday, Tuesday and Friday working onsite 8am-4pm.
Thepost holder plays a key role in supporting the Business Manager and PracticeManager in the management of complaints, information governance, informationtechnology and quality issues in the Practice. The post-holder workscollaboratively with the partners and the whole practice team to meet the needsof patients and to deliver the Practice priorities.
The post holderwill support the Business Manager and Practice Manager by championing patientinvolvement and experience across the organisation. The post holder is expectedto facilitate and support a range of initiatives to ensure that the practiceinvolves and listens to patients and their families, enabling them to feedbackeffectively and ensuring that they are aware of how we are responding to theissues 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& QualityWe behave withcandour in our dealings with staff, patients and partner organisations buildingtrustworthy, open, transparent relationships that further our aim to provideexcellent patient-centred, accessible services. We have a highly effective,safe and innovative organisation with a culture of continuous qualityimprovement, enabling learning and evidence-based care to improve both thequality and range of services we offer.
Staff & Patient InvolvementWe are acommitted and inspired team striving to be the best at what we do. Working withpatients we shape and continuously improve our services within the health andwellbeing system.
Leading the Way Our involvement in teaching, researchand integration with health and social care ensure that we are proactive andproductive in planning and delivery. We show vision, ambition and courage tomaximize our financial potential to commission and provide the best possiblecare for those we serve.
Job responsibilities
Complaintsand Patient Experience
Responsiblefor the management and handling of complaints and patient concerns
Tocommunicate complex information effectively with a wide range of staffincluding senior managers, clinicians and other internal and externalstakeholders.
Interpretanalyse and share complex information including learning.
Composemonthly reports including ad hoc requests regarding complaints and patientconcerns and complaints, including themes and trends for internal andexternal use and for all levels of the organisation.
Developmechanisms to promote and maintain a culture of welcoming complaints andconcerns and use this to make a positive change.
Attendexecutive and operational management meetings
Providetraining to staff on the managing and handling of complaints and patientconcerns
Supportthe monitoring of wider patient involvement and experience delivery toimprove care standards.
Supportthe Business Manager and Quality & Contracts Manager with projectsrelating to wider aspects of patient experience.
Towork effectively to maximise positive publicity, both locally andnationally. This requires good teamwork and an organised approach todealing with a diverse work plan often to tight deadlines.
Toensure an effective relationship with multiple teams regarding positiveand negative feedback, collation and feedback to correct teams and makingfull use of feedback received through all channels.
Support theExecutive Team to adopt and deliver best practice guidance on patient/serviceuser involvement.
Measuring patientexperience and supporting staff to translate their results into meaningfulpractical actions to generate improvements in patient experience.
Maintain controlof all patient experience data and activity within the organisation, sharingideas and initiatives and reporting as appropriate internally and externally.
Support the BusinessManager with facilitating listening events, focus groups and surveys,commissioning external agencies and/or supporting volunteers to hear the viewsof service users and their families.
Organise and leadan annual meeting to review patient complaints and patient experience feedback
Serious Incident Reportingand Monitoring
Manage all SIRMSreports within the practice
Carry out rootcause analysis and put in place preventative and mitigation measures
Liaise with otherorganisations to investigate and resolve incidents
Organise and leadan annual SIRMS review meeting
Production of Performance and Quality Information
Ensurethe Practice adheres to data quality legislation
Toprovide support and training for current and new staff ensuring that dataquality guidelines are understood and adhered to.
Tooversee the security and validation processes for the Clinical System.
Toensure that training is provided for current and new Practice staff in theuse of the Clinical System
Supportthe production of monitoring information, reports and statistics for thePCN DES, LES and QOF.
Person Specification
Experience
* 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
Supervisory, HR and Management
* Manage team of staff
* Performance monitoring and management
* Identify training requirements as part of incident investigation
* Develop & implement programme for practice Information Governance training
Communication and Interpersonal
* 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
* Maintain accurate records of IG incidents including outcomes and decisions
* Provide senior staff with data and reports.
* Knowledge of EMIS (or other clinical database)
* Knowledge of Information Governance Toolkit systems
Analytical and Judgement
* Ability to assess severity of IG incidents and recommend organisation wide improvements
* Ability to analyse incident data to identify trends
Planning and organisational
* 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
* 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
* 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 name
Oxford Terrace and Rawling Road Medical Group
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