Patient Complaints Handler

Job summary

We are currently seeking an enthusiastic and self-motivatedComplaints Handlerwho is passionate about working with staff and patients to ensure that the Patient Experience across our group of GP practices is the best it can be.

Working closely with our Patients Liaison Manager, you will be dealing with highly sensitive situations on a daily basis; you will handle cases from the first point of contact and liaise with operational and clinical staff to address questions, issues and concerns.

You must be enthusiastic and motivated, demonstrate sensitivity and tact, and possess excellent communication and interpersonal skills with a flexible approach to work. You will need to be able to manage conflict, deal with challenging and sometimes distressing situations, and mediate between parties to resolve problems, working with people from a diverse range of backgrounds.

Main duties of the job

• Deliver written patient complaints across our Practices promptly as per our policies
• Work with our Patient Liaison Manager to utilise feedback gained through complaints to enhance our patient experience
• Celebrate compliments
• Collate and circulate patient feedback acquired via internal methods
• Work with our marketing department to understand concerns raised via social media and other online sources
• Support the Patient Liaison Manager in understanding and circulating key communications to our Practice teams
• Work directly under the instruction and guidance of the Patient Liaison Manager

We are looking for someone who can demonstrate a patient-focused approach, with the desire to support the provision of an accessible service to patients, their relatives and carers.

About us

At eHarley Street,we are dedicated to providing holistic and comprehensive practice management solutions to enhance the experience for both our colleagues and our patients. During our time in practice, we've found that many GPs get distracted from providing expert clinical care due to dealing with other non-clinical issues such as:

Practice management and administration

Recruitment and staffing issues

Holiday and sickness cover

Non-clinical quality control

Financial and budgeting obligations

We passionately believe that medical professionals should be able to focus on the role that they love and were trained for that of being a caring clinician offering effective and efficient patient care.