Operations Admin Assistant

Job description

Job responsibilities

Complaints, Learning Events and SEA’s

· Working alongside the complaintys/learning events team in ensuring that the complaint/learning events are kept up to date and recorded correctly on our systems

· Work closely with the Operations Support assistant in ensuring this work is kept up to date and support in any other work that is outstanding

· Produce a weekly agenda, take minutes and update items accordingly and share any relevant actions

· Provide a system that ensures any issues from complaints/learning events are recorded and discussed at the relevant meetings

· Produce a weekly report for the MM on complaints and a yearly one for partners/practice

· Ensure the spreadsheet for complaints is maintained regularly

· Be proactive in communicating regular updates to the relevant teams following a learning event

· Liase with HR/Synergy team as regards any training required from complaints / learning events

· Investigate any complaints/learning events in an efficient and timely manner

· Provide input and support to the team to ensure a positive outcome were possible

· Send acknowledgement letters within the desired timescale

· Help send off annual complaints summary

· Update any databases with compliments, complaints, Learning events and SEA where required

· Set up SEA meetings , prepare agenda , take minutes and work closely with the lead GP in this area

CQC Support

· Assist the Operations team in ensuring the CQC work is up to date ready for an inspection

· Work closely with the Performance lead, Quality lead and Site managers to make sure any actions from meetings are completed

· Be knowledgeable of all areas of KLOE and of what is required leading up to and during an inspection

· Help maintain records for CQC compliance

· Support all sites with any pending CQC visits

· Attend sites and help ensure all information is correct

· Attend meetings and ensure any actions are disemminated in a timely manner

Any other duty required to support the effective operation of these systems.

Practice development and clinical governance

· To participate in primary healthcare team meetings when required.

· To provide data, as requested, for practice development plans and report.

To be aware of practice policies on risk management / incident reporting and health and safety and operate appropriate procedures for minimising risk.

Communication and relationships

· Liaise with members of the Practice, other NHS organisations and outside agencies as appropriate to the role.

· Communicate sensitively and effectively with others, using active listening and adapting communication style and method as necessary to meet their needs.

· Participate in meetings as appropriate.

Team working

· Understand own role and scope in the practice.

· Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner.

Organisation/Quality

· Ensure that any data entered into the computer is done accurately.

· Understand and follow the requirements of confidentiality (including the Data Protection Act) and the Freedom of Information Act and refer on any queries as appropriate.

· Participate in quality improvement initiatives, including Significant Event Analysis and PAIRS.

· Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required.

Follow Practice policies, including Health and Safety, Security and Confidentiality.

Training, learning and development

· Undergo regular appraisal, supervision and training as necessary to update skills and knowledge.

· Provide training to other staff in work relevant to this post.

· Participate in the induction of new staff, students and other attached professionals

Equality and diversity

· Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc.

· Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

Management of risk / health, safety and security

· Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system.

· Use the personal security systems within the workplace according to Practice guidelines.

· Follow infection control procedures.

· Employees must take reasonable care for the Health and Safety of him/herself and / or others who may be affected by his/her acts or omissions at work.

· No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.

Confidentiality

· All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation.

Other

· Give good and regular attendance.

· Maintain a tidy and organised work area.

This job description is not intended to be exhaustive but to indicate the main areas of responsibility. It may be changed after consultation with the post holder.

The job locations will also include:

26 Argyle Street Liverpool L1 5DL

University Of Liverpool Peach Street Liverpool L69 7ZL

157 Edge Lane Liverpool L7 2PT

Princes Park Health Centre Bentley Road Liverpool L8 0SY

Marybone Health Centre 2 Vauxhall Road Liverpool L3 2BG

Person Specification

Qualifications

Essential

• A sound general education to GCSE level or equivalent, or equivalent working experience, or relevant qualifications.

Desirable

• Training or qualifications in administration, IT or other related areas

Experience

Essential

• Good general computer skills, including the ability to use Microsoft Office, email and the internet.
• Evidence of excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• Previous experience that demonstrates good attention to detail.

Desirable

• Experience of working in a healthcare setting.
• Minute taking skills.

Personal skills and abilities

Essential

• A friendly and approachable manner, with good people skills, showing understanding, care and assertiveness when appropriate.
• The ability to work independently and use initiative.
• The ability to produce accurate and thorough work in a prompt and efficient manner, working to set timescales.
• The ability to communicate clearly and effectively with a wide range of individuals, both verbally and in writing.
• The ability to manage conflict calmly and positively, and adhere to procedures under pressure.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work effectively when busy and multi-task when required.
• The ability to deal with personal information sensitively and respect people's right to confidentiality.
• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• The ability to work positively as a member of a busy team.
• The ability to give good and regular attendance.
• A commitment to support the delivery of the best possible service to a diverse inner city population.

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

Brownlow Group Practice

Address

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF

Employer's website

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