Job responsibilities
Purpose of Job:
The Patient & Staff
Engagement Lead will work with the Management Team to ensure clear, timely and
robust communications with our patients.
The Postholder will take a lead
on engaging with our patients to aid selfcare and health promotion to empower
and inform patients how to manage their own health and wellbeing.
The Patient & Staff Engagement
Lead will also lead on staff wellbeing, providing key communications and
organising key activities.
Responsibilities:
Your responsibilities include,
but not limited to:
Complaints:
o
Lead on
complaints received by the surgery, ensuring deadlines are met and templates
are in place
o
Escalate to
next level manager on more complex complaints and ensure consistent and robust
process in place
Health
Promotion:
o
Ensure all patient groups are targeted and
supported through promotional health boards
o
Researching and liaising with local services to
gain support for patients as possible
o
Update monthly and weekly promotion boards in
accordance with the NHS England and NHS supported campaigns
o
Update and monitor the Facebook page in line
with promotions within surgery
o
Update monthly scheduled posts for face book
o
Act as a website co-ordinator including editing,
updating, ensuring all information displayed is correct and up to date on the
website, including policies, staff members, and opening times, extended access
information etc.
Work
with Social Prescribers
o Work
with our Primary Care Network to better enable a joint approach to patient
communications and events
Lead
on updating Social media in collaboration with Data Analyst
o
Website
o
Facebook
Patient
Reference Group Lead
o
Liaise with Patient Reference Group
o
Engage them in practice activities
o
Organise and lead on meetings
Promotion
of Patient Access and Online Triage
o
Work with Data Analyst to raise awareness of
online services
o
Promote in line with NHS guidelines
Communications
o
Staff bimonthly newsletter
Ensure all staff updates, birthdays and
announcements are included in staff newsletters. Friends and family results,
compliments, complaints and SEAs.
o
Patient bimonthly newsletter
Keeping patients up to date with any announcements,
changes within practice or locality. Health promotions and seasonal updates
e.g. Flu season, Christmas charities etc.
o
Staff Wellbeing Lead
Key communications
Key activities
- Organising charity staff events, coffee morning,
mission Christmas etc.
o
Annual Practice & Patient Surveys
Planning and drafting surveys
Cascading through communication channels to maximise
feedback
Compiling results for PPG annual report
Summarising result for Partners and Management
Team
Health & Safety:
All staff members are expected
to 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
ADDITIONAL INFORMATION
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
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 recognizes 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
patients needs
Effectively manage own time, workload and resources
Communication:
The post-holder should recognize the importance of effective
communication within the team and will strive to:
Communicate effectively with other team members
Communicate effectively with patients and carers
Recognize peoples needs for alternative methods of communication
and respond accordingly
Contribution to the implementation of services
