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.
