Living Well Partnership

Complaints & Patient Feedback Officer

Information:

This job is now closed

Job summary

You will be responsible for delivering an effective and high quality complaints function; independently managing complaints from receipt to resolution in line with NHS guidelines and regulatory requirements. You will oversee patient feedback for all sites, identifying and communicating learnings and actions across the organisation to help improve the patient experience and support a positive culture of continuous development.

Main duties of the job

You will bring demonstrable ability to analyse complex information and produce accurate, concise and timely written correspondence, liaising effectively with colleagues and other healthcare professionals for input and guidance. You should be IT-savvy, extremely methodical, organised and capable of managing a busy workload, with a genuine passion for our service to patients. This role is crucial to the maintenance of our Good rating from the Care Quality Commission and our aim to be Outstanding.

A background in a GP surgery or other healthcare environment is by no means essential, provided you have the initiative, sound judgement and balanced approach we need. In return, we offer real responsibility and the opportunity to make an impact on the way we work, plus plenty of scope for personal and professional development.

About us

The way we provide GP services is changing every day and you can be part of it. The Living Well Partnership brings together four well-established practices in Southampton, with seven sites, which have joined forces to create a super-partnership that can deliver exceptional clinical care. Our vision is simple: to enhance the health and improve the wellbeing of our 40,000 patients and you will have a vital role to play as our Complaints & Patient Feedback Officer.

You will enjoy membership of the coveted NHS pension scheme, as well as 25 days annual leave (pro rata), generous NHS employee discounts, free parking and more.

Details

Date posted

13 November 2020

Pay scheme

Other

Salary

£12 to £14 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A1799-20-3629

Job locations

Weston Lane Surgery

Weston Lane

Southampton

Hampshire

SO19 9GH


Job description

Job responsibilities

Role Profile

Job Title: Complaints & Patient Feedback Officer

Department: Patient Services

Reports to: Patient Services Manager

Hours: 37.5 hours over 5 days

Overall Aim

To deliver an effective and efficient complaints process that meets NHS guidelines and best practice. To provide appropriate, concise, comprehensive, accurate and timely responses to patient complaints, utilising inputs provided by clinical, non-clinical and other advisors. To identify, document and promote the learnings and actions from patient complaints and feedback, to support continuous improvement and development.

Key Responsibilities

Core Focus

Read, assess and define an action plan/timeframe to prepare complaint responses to, for example, patients, NHS England, Health Service Ombudsman, CCG

Initiate investigations and gather statements and inputs from GP, Nursing and Admin colleagues and work with healthcare professionals to formulate responses

Identify potential risks to the Partnership; seeking advice from, for example, our Data Protection Officer, Caldicott Guardian, Safeguarding Lead or Clinical Safety Lead where appropriate

Liaise with our indemnity providers on required inputs when needed

Formulate high quality comprehensive response letters and/or documentation

Facilitate and attend meetings with complainants and/or their representatives and staff, to encourage the resolution of complaints

Maintain an accurate progress tracker for the status of all complaints, providing a monthly snapshot of key metrics

Oversee any legal claims received; working with the records team to provide the required documentation, liaising with clinicians, indemnity providers and insurers and ensuring processes are accurately followed

Record clear and contemporaneous notes to agreed standards

Analyse, interpret and present complaints to highlight issues, risks and to support decision making. Provide a quarterly assessment of the actions and learnings from complaints and feedback and effectively communicate learnings to managers and staff, to help improve the patient experience

Gather and record patient feedback for all sites on a monthly basis

Support the delivery of the patient feedback campaign and take ownership of agreed actions and objectives

Identify and raise significant events from complaints, liaising with events leads to ensure appropriate action and response

Complete data submissions for external bodies such as CQC, NHS Digital and the CCGs as required

Complete relevant actions to support CQC inspections, audits and quality improvement reviews

Operate in accordance with GDPR and data protection regulations at all times and ensure patient confidentiality is upheld

Identify, propose and implement improvements to the complaints administration and patient feedback processes and policies

Identify, propose and communicate wider process changes to support a culture of continuous improvement and learning and to help improve the patient experience. Maintain a detailed process tracker to evidence quality improvement

Forge and manage positive working relationships with other healthcare organisations including NHS England, CCG and the Health Service Ombudsman in order to achieve Partnership objectives

Support the creation and development of internal and external communications as required

Attend and participate in Team Meetings, practice meetings and other appropriate events

Attend and support the preparation and documentation of regular clinical complaints and significant event review meetings

Regularly review and update policies, processes, templates including a comprehensive complaints manual

Work independently within the personal objectives and organisational priorities that have been agreed with the Partnership

Effectively manage own time, productivity and workload

Undertake other activities as reasonably requested by management

Training and Development

Identify own training and development needs and undertake appropriate training and education as required

Participate in the Partnerships performance review and appraisal process where objectives will be agreed, performance monitored and personal development needs discussed

Comply with mandatory and statutory training requirements

Health & Safety

Support and promote compliance with practice policies and legislation relating to health and safety

Key Results

1. Delivery of an effective and efficient complaints process that meets NHS guidelines

2. On time / to plan delivery of high quality complaint letters

3. Self-sufficient and independent delivery of complaint responses

4. Accurate and up-to-date tracking of the status of all complaints

5. Accurate and up-to-date tracking and reporting of patient feedback responses

6. Regular and effective analysis and communication of the learnings and actions from complaints and feedback

Please also be aware of and follow the Partnerships policies and procedures, with particular attention to patient confidentiality, health and safety, equality and diversity and customer service excellence. To further your development and knowledge you will be required to attend training as necessary.

The Partnership reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the job.

Job description

Job responsibilities

Role Profile

Job Title: Complaints & Patient Feedback Officer

Department: Patient Services

Reports to: Patient Services Manager

Hours: 37.5 hours over 5 days

Overall Aim

To deliver an effective and efficient complaints process that meets NHS guidelines and best practice. To provide appropriate, concise, comprehensive, accurate and timely responses to patient complaints, utilising inputs provided by clinical, non-clinical and other advisors. To identify, document and promote the learnings and actions from patient complaints and feedback, to support continuous improvement and development.

Key Responsibilities

Core Focus

Read, assess and define an action plan/timeframe to prepare complaint responses to, for example, patients, NHS England, Health Service Ombudsman, CCG

Initiate investigations and gather statements and inputs from GP, Nursing and Admin colleagues and work with healthcare professionals to formulate responses

Identify potential risks to the Partnership; seeking advice from, for example, our Data Protection Officer, Caldicott Guardian, Safeguarding Lead or Clinical Safety Lead where appropriate

Liaise with our indemnity providers on required inputs when needed

Formulate high quality comprehensive response letters and/or documentation

Facilitate and attend meetings with complainants and/or their representatives and staff, to encourage the resolution of complaints

Maintain an accurate progress tracker for the status of all complaints, providing a monthly snapshot of key metrics

Oversee any legal claims received; working with the records team to provide the required documentation, liaising with clinicians, indemnity providers and insurers and ensuring processes are accurately followed

Record clear and contemporaneous notes to agreed standards

Analyse, interpret and present complaints to highlight issues, risks and to support decision making. Provide a quarterly assessment of the actions and learnings from complaints and feedback and effectively communicate learnings to managers and staff, to help improve the patient experience

Gather and record patient feedback for all sites on a monthly basis

Support the delivery of the patient feedback campaign and take ownership of agreed actions and objectives

Identify and raise significant events from complaints, liaising with events leads to ensure appropriate action and response

Complete data submissions for external bodies such as CQC, NHS Digital and the CCGs as required

Complete relevant actions to support CQC inspections, audits and quality improvement reviews

Operate in accordance with GDPR and data protection regulations at all times and ensure patient confidentiality is upheld

Identify, propose and implement improvements to the complaints administration and patient feedback processes and policies

Identify, propose and communicate wider process changes to support a culture of continuous improvement and learning and to help improve the patient experience. Maintain a detailed process tracker to evidence quality improvement

Forge and manage positive working relationships with other healthcare organisations including NHS England, CCG and the Health Service Ombudsman in order to achieve Partnership objectives

Support the creation and development of internal and external communications as required

Attend and participate in Team Meetings, practice meetings and other appropriate events

Attend and support the preparation and documentation of regular clinical complaints and significant event review meetings

Regularly review and update policies, processes, templates including a comprehensive complaints manual

Work independently within the personal objectives and organisational priorities that have been agreed with the Partnership

Effectively manage own time, productivity and workload

Undertake other activities as reasonably requested by management

Training and Development

Identify own training and development needs and undertake appropriate training and education as required

Participate in the Partnerships performance review and appraisal process where objectives will be agreed, performance monitored and personal development needs discussed

Comply with mandatory and statutory training requirements

Health & Safety

Support and promote compliance with practice policies and legislation relating to health and safety

Key Results

1. Delivery of an effective and efficient complaints process that meets NHS guidelines

2. On time / to plan delivery of high quality complaint letters

3. Self-sufficient and independent delivery of complaint responses

4. Accurate and up-to-date tracking of the status of all complaints

5. Accurate and up-to-date tracking and reporting of patient feedback responses

6. Regular and effective analysis and communication of the learnings and actions from complaints and feedback

Please also be aware of and follow the Partnerships policies and procedures, with particular attention to patient confidentiality, health and safety, equality and diversity and customer service excellence. To further your development and knowledge you will be required to attend training as necessary.

The Partnership reserves the right to amend this role profile as necessary, after consultation with the post holder, to reflect changes in or to the job.

Person Specification

Qualifications

Essential

  • Educated to degree level or equivalent, or equivalent evidenced experienced

Experience

Essential

  • Evidenced experience of producing high quality written correspondence

Desirable

  • Previous experience of working in complaints or in the NHS or General Practice is desirable but not essential

Communication

Essential

  • Able to receive complex, sensitive or contentious information
  • Able to construct in English, clear, concise and comprehensive written communication from multiple sources
  • Ability to articulate and write in English, clear instructions, requests and information summaries
  • Able to communicate verbally and effectively with patients, colleagues and external bodies / partners

Analytical

Essential

  • Able to use problem-solving skills and respond to unexpected demands
  • Ability to analyse complex situations / correspondence and propose a course of investigation and resolution

Autonomy Freedom to Act

Essential

  • Must be able to use initiative to decide relevant actions and make well-reasoned and appropriate recommendations to manager, with the aim of improving deliverables and compliance to policies
  • Must be a self-starter with the ability to work well as part of a team and alone
  • Must be confident working with a range of professionals

Planning & Management

Essential

  • Ability to plan, prioritise, organise and communicate a busy workload to meet deadlines
  • Must be able to prioritise own work effectively and be able to direct activities of others when needed
  • Must be able to take ownership of the complaints function and delivery of objectives

Other

Essential

  • Comprehensive knowledge of Microsoft Office (specifically Word, Excel, Outlook) with intermediate keyboard skills
  • Used to working in a busy and intense environment
  • Adaptable, flexible and able to cope with uncertainty and change
  • Engages with and learn from peers, other professionals and colleagues
  • Demonstrates a professional, calm and efficient manner
  • Demonstrates a strong desire to improve performance and make a difference by focusing on goals
  • Ability to drive and hold a valid UK driving licence
Person Specification

Qualifications

Essential

  • Educated to degree level or equivalent, or equivalent evidenced experienced

Experience

Essential

  • Evidenced experience of producing high quality written correspondence

Desirable

  • Previous experience of working in complaints or in the NHS or General Practice is desirable but not essential

Communication

Essential

  • Able to receive complex, sensitive or contentious information
  • Able to construct in English, clear, concise and comprehensive written communication from multiple sources
  • Ability to articulate and write in English, clear instructions, requests and information summaries
  • Able to communicate verbally and effectively with patients, colleagues and external bodies / partners

Analytical

Essential

  • Able to use problem-solving skills and respond to unexpected demands
  • Ability to analyse complex situations / correspondence and propose a course of investigation and resolution

Autonomy Freedom to Act

Essential

  • Must be able to use initiative to decide relevant actions and make well-reasoned and appropriate recommendations to manager, with the aim of improving deliverables and compliance to policies
  • Must be a self-starter with the ability to work well as part of a team and alone
  • Must be confident working with a range of professionals

Planning & Management

Essential

  • Ability to plan, prioritise, organise and communicate a busy workload to meet deadlines
  • Must be able to prioritise own work effectively and be able to direct activities of others when needed
  • Must be able to take ownership of the complaints function and delivery of objectives

Other

Essential

  • Comprehensive knowledge of Microsoft Office (specifically Word, Excel, Outlook) with intermediate keyboard skills
  • Used to working in a busy and intense environment
  • Adaptable, flexible and able to cope with uncertainty and change
  • Engages with and learn from peers, other professionals and colleagues
  • Demonstrates a professional, calm and efficient manner
  • Demonstrates a strong desire to improve performance and make a difference by focusing on goals
  • Ability to drive and hold a valid UK driving licence

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 details

Employer name

Living Well Partnership

Address

Weston Lane Surgery

Weston Lane

Southampton

Hampshire

SO19 9GH


Employer's website

https://www.livingwellpartnership.co.uk/ (Opens in a new tab)

Employer details

Employer name

Living Well Partnership

Address

Weston Lane Surgery

Weston Lane

Southampton

Hampshire

SO19 9GH


Employer's website

https://www.livingwellpartnership.co.uk/ (Opens in a new tab)

Employer contact details

For questions about the job, contact:

HR Assistant

Sinead Kirkwood

soccg.livingwell-hr.payroll@nhs.net

+442380425319

Details

Date posted

13 November 2020

Pay scheme

Other

Salary

£12 to £14 an hour

Contract

Permanent

Working pattern

Full-time

Reference number

A1799-20-3629

Job locations

Weston Lane Surgery

Weston Lane

Southampton

Hampshire

SO19 9GH


Supporting documents

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