Patient Experience co-ordinator

Job description

Job responsibilities

PATIENT EXPERIENCE CO-ORDINATOR

JOB DESCRIPTION & PERSONAL SPECIFICATION

TITLE OF POST: Patient Experience co-ordinator

SALARY: Dependant on experience

HOURS OF

EMPLOYMENT: Up to 37.5 hours per week

APPOINTMENT: Permanent Contract

RESPONSBILE TO: Practice Manager

ACCOUNTABLE TO: Practice Manager and Partners

JOB SUMMARY

The role of Patient Experience Co-ordinator at Rope Green Medical Centre is a patient-facing role and will provide support to patients, relatives and carers (including high risk or vulnerable patient groups and those at risk of health inequalities) raising concerns and enquiries.

With an exceptional caring and compassionate manner, you will support patients and service users and use your exceptional customer care experience and communication skills to engage, listen and respond to their queries and concerns.

You will work primarily with the practice clinical and administration teams and when required other primary care professionals and the wider PCN/community team.

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.

MAIN RESPONSIBILITIES

Be the first point of contact for those raising concerns (via the telephone face-to-face and email inbox)

• Triage concerns to determine which enquiries they can effectively manage and which would need to be escalated to other members of the practice team

Multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment

Dealing with a range of service users who may at times be upset or challenging, demonstrating compassion, empathy and sensitivity

Develop and maintain a log of patient feedback, complaints and responses and provide analytical information on request

Co-ordinating the management and response to patient enquiries and complaints ensuring that complaints are responded to on time

Liaising with clinical staff to aid resolution of concerns and enquiries.

Arranging complaints meetings when required

Support the production of written responses to patients and service users

Providing advice to staff regardingthe practice complaints process

Support the production of quarterly activity reportson complaints

This role profile is not exhaustive, and you may be directed to complete other tasks according to the skills and requirements for individual roles. These duties will always be reasonable and deemed within the expectations of your position.

There will be regular reviews of progress and monitoring against the roles key knowledge, skills and values.

Person Specification

Experience

Essential

• Experience of working in a health or social care setting
• Experience in working in a front facing customer service environment handling enquiries and concerns
• Excellent communication skills (oral and written)
• Effective time management (Planning & Organising)
• Proven problem solving & analytical skills
• Ability to implement and embed policy and procedure
• Strong IT skills (generic)

Desirable

• Experience of working with people and their families, caring support
• Experience of working with vulnerable patient groups
• Primary Care General Practice experience
• Previous NHS complaints experience
• EMIS user skills

Qualifications

Essential

• Good standard of education (GCSE or equivalent)

Personal Qualities

Essential

• Sensitive and empathetic
• Excellent interpersonal skills
• Motivated and proactive
• Ability to use initiative and judgement
• Ability to work across boundaries
• Forward thinker with a solutions focused approach
• High levels of integrity and resilience
• Takes responsibility for own learning and developmental

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

Rope Green Medical Centre

Address

Rope Lane

Shavington

Crewe

CW2 5DA

Employer's website

https://www.ropegreenmedicalcentre.nhs.uk/ (Opens in a new tab)