Job summary
The Patient Experience Care Co-ordinator will collaborate with the 5 Practices within Tame Valley PCN to improve relationships between the Practices and patients.
Main duties of the job
This role will work closely with Practice Teams and patients to improve services across the network and ensure outstanding patient experiences.
About us
Tame Valley PCN is an innovative group of five Practices with a combined list size of 44,000 patients.
The Practices are based in Reddish, South Reddish, Heaton Norris and Brinnington.
Job description
Job responsibilities
- Provide a point of contact for all complaints for patients, their families and their carers
- Help patients understand the NHS complaints procedure
- Manage and investigate complaints, interviewing relevant staff members, and provide suggestions for improvement
- Tell patients and the public how they can get involved in their own healthcare and with local NHS services
- Listen to patients' concerns, suggestions, and experiences and raise these with people who design and manage services within the Practices
- Provide information about how to get independent help with a complaint
- Standardise Complaint procedures and policies across the PCN and review and update the policy annually
- Submit annual KO41b submissions for all Practices
- Establish/Manage GP Patient Participation Groups and a PCN Patient Participate Group to discuss service issues, new innovations, and patient experience to support improving services
- Contact patients who regularly do not attend appointments, and improving DNA rates across all Practices by implementing behaviour agreements
- Follow removal procedures for patients that continue to DNA appointments or who are verbally or physically abusive
- Assist Practices to ensure compliance with COC KLOEs
- Manage Practice websites and implement a PCN website
- Create annual practice patient surveys
- Interpret Friends and Family data
- Manage the PCN Facebook Page
Job description
Job responsibilities
- Provide a point of contact for all complaints for patients, their families and their carers
- Help patients understand the NHS complaints procedure
- Manage and investigate complaints, interviewing relevant staff members, and provide suggestions for improvement
- Tell patients and the public how they can get involved in their own healthcare and with local NHS services
- Listen to patients' concerns, suggestions, and experiences and raise these with people who design and manage services within the Practices
- Provide information about how to get independent help with a complaint
- Standardise Complaint procedures and policies across the PCN and review and update the policy annually
- Submit annual KO41b submissions for all Practices
- Establish/Manage GP Patient Participation Groups and a PCN Patient Participate Group to discuss service issues, new innovations, and patient experience to support improving services
- Contact patients who regularly do not attend appointments, and improving DNA rates across all Practices by implementing behaviour agreements
- Follow removal procedures for patients that continue to DNA appointments or who are verbally or physically abusive
- Assist Practices to ensure compliance with COC KLOEs
- Manage Practice websites and implement a PCN website
- Create annual practice patient surveys
- Interpret Friends and Family data
- Manage the PCN Facebook Page
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- Customer service skills
- Sensitivity and understanding
- Ability to remain calm in stressful situations
- Excellent verbal communication skills
- Active listening skills
- The ability to accept criticism and work well under pressure
- To be thorough and pay attention to detail
- Competent in the use of Facebook
- Knowledge of website editing
Desirable
- Experience in working within the NHS
- Experience in managing complaints and liaising with staff involved
- Knowledge of CQC and policy writing
- Counselling skills including active listening and a non-judgemental approach
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- Customer service skills
- Sensitivity and understanding
- Ability to remain calm in stressful situations
- Excellent verbal communication skills
- Active listening skills
- The ability to accept criticism and work well under pressure
- To be thorough and pay attention to detail
- Competent in the use of Facebook
- Knowledge of website editing
Desirable
- Experience in working within the NHS
- Experience in managing complaints and liaising with staff involved
- Knowledge of CQC and policy writing
- Counselling skills including active listening and a non-judgemental approach
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.
