Relationship Manager
Petroc Group Practice
This job is now closed
Job summary
We are looking for someone with strong communication and interpersonal skill to join our team. The successful candidate will be responsible for improving patient experience, complaint and feedback handling as well as practice service messaging.
We strive to provide a quality complaints service - ensuring every complainant has a quality experience of making a complaint, maximising the opportunity for resolution and also learning.
The role will motivate a team working in a challenging area, ensuring continuous improvement and development of the service.
As an integral part of our healthcare team, the Relationship Manager will be responsible for overseeing the management and resolution of complaints received from patients and the National Health Service (NHS). This role requires a deep understanding of NHS policies and procedures, excellent communication skills, and a commitment to delivering high-quality patient care.
Main duties of the job
Complaint Management:
- Receive, review and log complaints in accordance with NHS guidelines and regulations.
- Liaise with relevant departments and personnel to investigate complaints thoroughly ensuring that complaints are handled in a timely manner, meeting established deadlines and targets.
- Provide support and guidance to staff involved.
Investigation and Analysis:
- Conduct comprehensive investigations, gathering relevant information and evidence.
- Analyse complaint trends and patterns to identify areas for improvement.
- Collaborate with other departments to implement corrective actions and prevent recurring issues.
Communication and Engagement:
- Serve as a point of contact for complainants, providing empathetic and professional support throughout the resolution process.
- Communicate effectively with patients, families, and carers to address concerns and ensure their voices are heard.
- Foster positive relationships with internal stakeholders, including healthcare professionals and admin staff.
Documentation and Reporting:
- Maintain accurate records of complaints, investigations, and outcomes in compliance with NHS standards.
- Prepare regular reports on complaint activity, highlighting key metrics and performance indicators.
- Present findings and recommendations in regular complaint and SEA meetings.
- Complete the yearly KO41b primary care complaints submission.
About us
About us
The Petroc Group Practice has 4 sites, Padstow, St Columb Major, St Merryn, and St Columb Road.
We are a dispensing practice based in north Cornwall in quite a rural setting. On the beautiful, and hard to beat, north Cornwall coast, we are no Doc Martin. With a population of just over 17,000 we are keen to provide our patients with the services they need, improve patient outcomes and to give continuity of care.
We are a friendly and supportive team, with lots of experienced members of staff that are on hand for advice and assistance.
We have a varied group of clinicians, with GP Partners, salaried GPs, Medical students and Registrars, sitting alongside Paramedics, Social Prescribers, Clinical Pharmacist, FCP, Nurse Practitioners, HCA's and all our dispensers, admin and secretarial teams.
Date posted
17 October 2024
Pay scheme
Other
Salary
£13.57 to £15.33 an hour
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A4540-24-0002
Job locations
St Columb Major Surgery
Trekenning Road
St Columb
Cornwall
TR9 6RR
Padstow Medical Centre
Boyd Avenue
Padstow
Cornwall
PL28 8ER
Employer details
Employer name
Petroc Group Practice
Address
St Columb Major Surgery
Trekenning Road
St Columb
Cornwall
TR9 6RR