Ash Trees Surgery

Patient Experience Manager

Information:

This job is now closed

Job summary

An excellent opportunity has arisen for Ash Trees Surgery to recruit a new Patient Experience Manager, this position has become available due to an internal move.

The post holder will work as part of a dynamic team in delivering and effective service, a member of the Senior Management Team, providing expertwill provide expert management and leadership skills and have a wide range of responsibilities to ensure effective development, management and operation of the services within Estates and Facilitiesto join our team who operate across our 6 sites; you will have one site identified as your main site, but you may be asked to work at any of our sites as required.

As a member of the Senior Management Team, you will be expected to cover one week on-call for any emergency situations which may occur across out sites, for example alarms ringing, covering 3 x 7 day week over a 12 month period.

As a member of the Senior Management Team, you will also be included in a rota to open the surgery on a specific day in the week, workingflexibly to cover holidays/absence within the wider SMT.

You will be offered a bespoke 6-9 month training plan which will include, complaints management training, line management and senior management training (inhouse and external)

This is a vital role which requires strong customer service skills, you will provide our patient population with a high quality, professional service and assist the public in accessing other service providers.

Main duties of the job

  • The post holder is responsible for ensuring that Ash Trees Surgery provides a quality service to complainants, ensuring they have a positive experience of making a complaint and that every effort is made to resolve complaints satisfactorily.
  • The post holder is responsible for the quality, accuracy and appropriateness of all responses prepared for Ash Trees Surgery
  • The post holder should aspire to deliver NHS Englands Quality Framework for Complaints Handling
  • Responsible for all clinical & non-clinical patient complaints working closely with Team Managers, clinical services manager and wider clinical team to ensure complaints are dealt with in a timely fashion
  • Support and be accountable for the performance of Team Managers of the Patient Advisory Team, Dispensary and the Secretarial Team
  • To lead and oversee all Estates projects, across all sites, working closely with our Senior Management Administrator
  • Lead by example, developing a culture of joy, openness, learning and peer support
  • Provide and demonstrate outward facing leadership to our patients and oversee all patient communications and patient participation group
  • Support the Team Managers in ensuring they are adequately trained and have the resources to deliver the service
  • Oversee the use of PLT sessions & training of non-clinical staff in a timely manner
  • In association the Senior Management Team, plan and recruit appropriate staff members

About us

Ash Trees Surgery - a six site surgery offering health care services to a patient population of approx 25,000

Details

Date posted

14 March 2024

Pay scheme

Other

Salary

£17.40 to £18.41 a year £17.40 start rising to £18.41 in 12 months

Contract

Permanent

Working pattern

Full-time

Reference number

A2779-24-0001

Job locations

Market Street

Carnforth

Lancashire

LA5 9JU


Job description

Job responsibilities

Confidentiality:

While 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.

Health & Safety:

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

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
  • Attend all relevant annual updates
  • Inform the GP lead of any concerns regarding GPA role and any professional development needed
  • Be aware of own professional boundaries and what to do when you have reached them
  • Track and record evidence of their experience against the national competency framework

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

Job description

Job responsibilities

Confidentiality:

While 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.

Health & Safety:

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

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
  • Attend all relevant annual updates
  • Inform the GP lead of any concerns regarding GPA role and any professional development needed
  • Be aware of own professional boundaries and what to do when you have reached them
  • Track and record evidence of their experience against the national competency framework

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

Person Specification

Qualifications

Essential

  • Strong customer service skills
  • Excellent communication and IT skills

Desirable

  • Complaints management experience
  • General Practice experience
  • Desirable, not essential
Person Specification

Qualifications

Essential

  • Strong customer service skills
  • Excellent communication and IT skills

Desirable

  • Complaints management experience
  • General Practice experience
  • Desirable, not essential

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

Ash Trees Surgery

Address

Market Street

Carnforth

Lancashire

LA5 9JU


Employer's website

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

Employer details

Employer name

Ash Trees Surgery

Address

Market Street

Carnforth

Lancashire

LA5 9JU


Employer's website

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

Employer contact details

For questions about the job, contact:

Practice Director

Hayley Uberschar

lscicb-mb.at.seniorstaff@nhs.net

01524720000

Details

Date posted

14 March 2024

Pay scheme

Other

Salary

£17.40 to £18.41 a year £17.40 start rising to £18.41 in 12 months

Contract

Permanent

Working pattern

Full-time

Reference number

A2779-24-0001

Job locations

Market Street

Carnforth

Lancashire

LA5 9JU


Privacy notice

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