Job summary
The Patient Liaison Team is the main point of contact for
individuals wishing to raise concerns, complaints, or compliments regarding the
practice.
The post holder is an essential point of contact in working closely with practice staff to receive, manage and respond to formal and informal enquiries in line with practice policy and procedure and NHS Complaints Regulations.
Main duties of the job
The post holder supports the Patient Liaison Team to deliver an effective service by ensuring patients, their families, carers and representatives, receive high quality and timely responses regarding their concerns.
The post holder is required to adopt a flexible and supportive approach to resolving requests via its team members or its complaints functions.
This role provides the main interface with complainants, some of whom may be challenging. It is therefore vital the post holder is a good listener and effective team player. A professional, caring and respectful manner must be demonstrated at all times.
The post holder will also be required to provide general
practice administrative duties. This includes,
but is it not limited to, dealing with practice emails and system tasks as part
of the administration team rota.
About us
We are a large general practice serving 34,000 patients in the Grimsby and Immingham area.
We
deliver outstanding clinical care in a consistent and co-ordinated way.
We
value the skills of our colleagues and healthcare partners and work together as
one team to deliver optimal outcomes for our patients.
We
aim to attract & develop the most talented individuals who can drive the
organisation forward and help support our patients to live healthy happy lives.
We
aim to have robust processes and systems in place to deliver continual
improvement and excellent consistent outcomes.
We
fully engage patients in decisions about their personal healthcare, encouraging
them to take responsibility for the management of their health. We continue to
improve services in partnership with our patients.
We
commit to continually review our services to identify new and innovative ways
to deliver improved health outcomes and operational effectiveness.
Our
premises provide a health hub for the local community, we encourage our local
health & social care partners to deliver a range of services to support and
promote improved health outcomes.
Our Vision
Ensuring that our patients have access to the best services available and to be one of the most digitally advanced Practices in England.
Job description
Job responsibilities
-
Be the first point of contact for individuals or
their representatives wishing to raise a concern or complaint regarding a practice
service.
-
Manage individual complaints from initial
contact to liaising with clinicians and senior managers who are responsible for
providing investigation reports and complaints responses. This will include
administrative, initial investigation planning including identification of key
issues to be addressed and the reviewing of investigations to ensure they cover
all aspects of the original complaint
-
Input and maintain up to date comprehensive
records including complaints logging, recording of subjects, recommendations,
outcomes and learning
-
Draft high-quality responses on receipt of
complaints investigations reports
-
Ensure that all cases are produced and
dispatched within the time limits of the Practice Complaints procedure to
required standards
-
Communicate verbally and in writing with
complainants to discuss the management of their complaint and offer information
on the process that will be followed
-
Ensure that complainants are kept informed at
all stages of the progress of their complaint including when changes or delays
occur within the agreed timescale
-
Liaise with all levels of staff across the
organisation to ensure that complaints are handled speedily and effectively
-
Processing of practice emails and system task
ensuring these are dealt with in accordance with practice standard operating
procedures.
Patient
Satisfaction
-
To maintain strict
confidentiality at all times.
-
To be polite, professional
and friendly at all times with patients, visitors and colleagues
-
Be prepared to assist
colleagues in a flexible, willing and positive manner including assisting with
other duties as required.
-
Be prepared to attend all
relevant training sessions and meetings.
-
To complete all mandatory
e-learning courses in a timely manner.
-
To promote The Roxton
Practice and maintain a positive image at all times.
-
100% attendance.
-
A Can do attitude
Other
Tasks
- Ensure building
security have thorough knowledge of doors/windows/alarm.
- Any other tasks
allocated by managers.
Confidentiality
- In the
course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other
matters. They do so in confidence and have the right to expect that staff
will respect their privacy and act appropriately.
- In the
performance of the duties outlined in this Job Description, the
post-holder may have access to confidential information relating to
patients and their carers, Practice staff and other healthcare workers.
They may also have access to information relating to the Practice as a
business organisation. All such information from any source is to be
regarded as strictly confidential.
- Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorised persons in
accordance with the Practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data.
Health & Safety
The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health & Safety
Policy, to include:
- Using personal security systems within the workplace according to
Practice guidelines.
- Identifying the risks involved in work activities and undertaking
such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work
areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity
The
post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
- Acting in a way that recognises the importance of peoples
rights, interpreting them in a way that is consistent with Practice
procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients,
carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual,
is non-judgmental and respects their circumstances, feelings priorities
and rights.
Personal/Professional Development
The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include:
- Participation in an annual individual performance review,
including taking responsibility for maintaining a record of own personal
and/or professional development.
- Taking responsibility for own development, learning and
performance and demonstrating skills and activities to others who are
undertaking similar work.
Quality
- The post-holder will strive to maintain quality within the
Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions,
either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own
and team activities and making suggestions on ways to improve and enhance
the teams performance.
- Work effectively with individuals in other agencies to meet
patient needs.
- Effectively manage own time, workload and resources.
Communication
The
post-holder should recognise the importance of effective communication within
the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication
and respond accordingly.
Contribution to the Implementation of
Services
The
post-holder will:
- Apply Practice policies, standards and guidance.
- Discuss with other members of the team how the policies,
standards and guidelines will
affect own work.
- Participate in audit where appropriate.
Job description
Job responsibilities
-
Be the first point of contact for individuals or
their representatives wishing to raise a concern or complaint regarding a practice
service.
-
Manage individual complaints from initial
contact to liaising with clinicians and senior managers who are responsible for
providing investigation reports and complaints responses. This will include
administrative, initial investigation planning including identification of key
issues to be addressed and the reviewing of investigations to ensure they cover
all aspects of the original complaint
-
Input and maintain up to date comprehensive
records including complaints logging, recording of subjects, recommendations,
outcomes and learning
-
Draft high-quality responses on receipt of
complaints investigations reports
-
Ensure that all cases are produced and
dispatched within the time limits of the Practice Complaints procedure to
required standards
-
Communicate verbally and in writing with
complainants to discuss the management of their complaint and offer information
on the process that will be followed
-
Ensure that complainants are kept informed at
all stages of the progress of their complaint including when changes or delays
occur within the agreed timescale
-
Liaise with all levels of staff across the
organisation to ensure that complaints are handled speedily and effectively
-
Processing of practice emails and system task
ensuring these are dealt with in accordance with practice standard operating
procedures.
Patient
Satisfaction
-
To maintain strict
confidentiality at all times.
-
To be polite, professional
and friendly at all times with patients, visitors and colleagues
-
Be prepared to assist
colleagues in a flexible, willing and positive manner including assisting with
other duties as required.
-
Be prepared to attend all
relevant training sessions and meetings.
-
To complete all mandatory
e-learning courses in a timely manner.
-
To promote The Roxton
Practice and maintain a positive image at all times.
-
100% attendance.
-
A Can do attitude
Other
Tasks
- Ensure building
security have thorough knowledge of doors/windows/alarm.
- Any other tasks
allocated by managers.
Confidentiality
- In the
course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other
matters. They do so in confidence and have the right to expect that staff
will respect their privacy and act appropriately.
- In the
performance of the duties outlined in this Job Description, the
post-holder may have access to confidential information relating to
patients and their carers, Practice staff and other healthcare workers.
They may also have access to information relating to the Practice as a
business organisation. All such information from any source is to be
regarded as strictly confidential.
- Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the Practice may only be divulged to authorised persons in
accordance with the Practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data.
Health & Safety
The
post-holder will assist in promoting and maintaining their own and others
health, safety and security as defined in the Practice Health & Safety
Policy, to include:
- Using personal security systems within the workplace according to
Practice guidelines.
- Identifying the risks involved in work activities and undertaking
such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work
areas in a tidy and safe way and free from hazards.
- Reporting potential risks identified.
Equality and Diversity
The
post-holder will support the equality, diversity and rights of patients, carers
and colleagues, to include:
- Acting in a way that recognises the importance of peoples
rights, interpreting them in a way that is consistent with Practice
procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs and beliefs of patients,
carers and colleagues.
- Behaving in a manner which is welcoming to and of the individual,
is non-judgmental and respects their circumstances, feelings priorities
and rights.
Personal/Professional Development
The
post-holder will participate in any training programme implemented by the
Practice as part of this employment, such training to include:
- Participation in an annual individual performance review,
including taking responsibility for maintaining a record of own personal
and/or professional development.
- Taking responsibility for own development, learning and
performance and demonstrating skills and activities to others who are
undertaking similar work.
Quality
- The post-holder will strive to maintain quality within the
Practice, and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions,
either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own
and team activities and making suggestions on ways to improve and enhance
the teams performance.
- Work effectively with individuals in other agencies to meet
patient needs.
- Effectively manage own time, workload and resources.
Communication
The
post-holder should recognise the importance of effective communication within
the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication
and respond accordingly.
Contribution to the Implementation of
Services
The
post-holder will:
- Apply Practice policies, standards and guidance.
- Discuss with other members of the team how the policies,
standards and guidelines will
affect own work.
- Participate in audit where appropriate.
Person Specification
Qualifications
Essential
- Good Standard of education including GCSE grade C or above in
- English and Maths (or equivalent qualification)
Desirable
- NVQ Level 2 in business administration or customer service
Experience
Essential
- Previous experience of working in a team
Desirable
- Experience of working in General Practice or the NHS
- Experience of handling complaints/concerns/compliments
Knowledge and Skills
Essential
- IT Skills
- Excellent communication skills (Written and Oral)
- Able to maintain confidentiality
- Able to work in a changing environment and cope well with change
- Flexibility
- Time Management and the ability to work to deadlines
- Able to work under pressure
- Ability to collect data, keep accurate and up to date records
- Problem solving skills
- Interpersonal skills
Person Specification
Qualifications
Essential
- Good Standard of education including GCSE grade C or above in
- English and Maths (or equivalent qualification)
Desirable
- NVQ Level 2 in business administration or customer service
Experience
Essential
- Previous experience of working in a team
Desirable
- Experience of working in General Practice or the NHS
- Experience of handling complaints/concerns/compliments
Knowledge and Skills
Essential
- IT Skills
- Excellent communication skills (Written and Oral)
- Able to maintain confidentiality
- Able to work in a changing environment and cope well with change
- Flexibility
- Time Management and the ability to work to deadlines
- Able to work under pressure
- Ability to collect data, keep accurate and up to date records
- Problem solving skills
- Interpersonal skills
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
