Quality and Patient Experience Manager

Job description

Job responsibilities

Complaints and Patient Experience

Responsible for the management and handling of complaints and patient concerns

To communicate complex information effectively with a wide range of staff including senior managers, clinicians and other internal and external stakeholders.

Interpret analyse and share complex information including learning.

Compose monthly reports including ad hoc requests regarding complaints and patient concerns and complaints, including themes and trends for internal and external use and for all levels of the organisation.

Develop mechanisms to promote and maintain a culture of welcoming complaints and concerns and use this to make a positive change.

Attend executive and operational management meetings

Provide training to staff on the managing and handling of complaints and patient concerns

Support the monitoring of wider patient involvement and experience delivery to improve care standards.

Support the Business Manager and Quality & Contracts Manager with projects relating to wider aspects of patient experience.

To work effectively to maximise positive publicity, both locally and nationally. This requires good teamwork and an organised approach to dealing with a diverse work plan often to tight deadlines.

To ensure an effective relationship with multiple teams regarding positive and negative feedback, collation and feedback to correct teams and making full use of feedback received through all channels.

Support the Executive Team to adopt and deliver best practice guidance on patient/service user involvement.

Measuring patient experience and supporting staff to translate their results into meaningful practical actions to generate improvements in patient experience.

Maintain control of all patient experience data and activity within the organisation, sharing ideas and initiatives and reporting as appropriate internally and externally.

Support the Business Manager with facilitating listening events, focus groups and surveys, commissioning external agencies and/or supporting volunteers to hear the views of service users and their families.

Organise and lead an annual meeting to review patient complaints and patient experience feedback

Serious Incident Reporting and Monitoring

Manage all SIRMS reports within the practice

Carry out root cause analysis and put in place preventative and mitigation measures

Liaise with other organisations to investigate and resolve incidents

Organise and lead an annual SIRMS review meeting

Production of Performance and Quality Information

Ensure the Practice adheres to data quality legislation

To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to.

To oversee the security and validation processes for the Clinical System.

To ensure that training is provided for current and new Practice staff in the use of the Clinical System

Support the production of monitoring information, reports and statistics for the PCN DES, LES and QOF.

Person Specification

Experience

Essential

• Subject Access protocol
• Access to Health Records Act 2000
• Information Governance
• Data Protection
• Information security
• Understanding of relevant legislation and how it applies to the information governance agenda (D)
• Experience in, and specialist knowledge of, the field of customer service
• Experience of the management of NHS complaints handling and investigations
• Management/Supervisory/Line management experience

Supervisory, HR and Management

Essential

• Manage team of staff
• Performance monitoring and management
• Identify training requirements as part of incident investigation
• Develop & implement programme for practice Information Governance training
• Staff management experience

Communication and Interpersonal

Essential

• Excellent communication and interpersonal skills (both written and verbal)
• Ability to work with staff at all levels to improve Information Governance best practice
• Ability to deal with difficult and sensitive situations with tact, diplomacy and professionalism.
• Ability to communicate effectively and appropriately across organisations and professional boundaries.
• Ability to write, present and explain complex material in a professional, engaging and accessible manner

Information and Communication Technology

Essential

• Maintain accurate records of IG incidents including outcomes and decisions
• Provide senior staff with data and reports.
• Knowledge of EMIS (or other clinical database)

Desirable

• Knowledge of Information Governance Toolkit systems

Analytical and Judgement

Essential

• Ability to assess severity of IG incidents and recommend organisation wide improvements
• Ability to analyse incident data to identify trends

Planning and organisational

Essential

• Highly organised and self-motivated, able to manage and deliver on multiple concurrent tasks.
• Proven ability to prioritise own workload/projects and to handle frequent changing demands and requirements that may involve other departments & organisations
• Proven ability to deliver work to tight deadlines and under pressure
• Proven ability to work autonomously
• Ability to make own decisions with freedom to act knowing when to seek others input
• Proven ability to concentrate for prolonged periods, manage frequent interruptions and work under pressure
• Ability to develop information sharing protocols

Qualifications

Essential

• Educated to Degree level or equivalent experience
• Knowledge and experience of managing complaints and adverse incidents in an NHS organisation
• Commitment to self-development and continuous learning
• Microsoft Office skills to ECDL standard or higher
• Customer service experience

Desirable

• Management Qualification or Experience (Desirable)

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

Oxford Terrace and Rawling Road Medical Group

Address

1 Oxford Terrace

Gateshead

NE8 1RQ

Employer's website

http://www.otmg.co.uk/ (Opens in a new tab)