Job summary
We are a busy GP Surgery and the Clinical Records and Complaints Manager is key to enabling the smooth running of our operations.
Primarily responsible for the management of our patient records and our Operations Team as well as handling complaints in a compassionate and clear manner, ensuring that lessons are learned and quality improvements are implemented where needed.
Our medical records team are responsible for the management of patient referrals, receipt and coding of incoming letters and results, summarising new patient records and dealing with incoming post and as team lead you will plan resources, assist with complex queries, lead the team and report on workload.
As Complaints Manager you'll also be responsible for management, investigation and resolution of formal complaints, however received, in a timely and consistent manner in line with the NHS Complaints Policy.
Main duties of the job
Primarily responsible for the management of our patient records and our Operations Team as well as handling complaints in a compassionate and clear manner, ensuring that lessons are learned and quality improvements are implemented where needed.
As Complaints Manager be responsible for management, investigation and resolution of formal complaints, however received, in a timely and consistent manner in line with the NHS Complaints Policy.
About us
We are a busy GP Surgery serving over 17,000 patients in Bicester and the surrounding area.
We have been a GP teaching and training practice for many years. We are accredited by the General Medical Council (GMC) as a Training Practice for Doctors undertaking the Sports & Exercise Medicine specialisation.
Job description
Job responsibilities
Core Responsibilities:
Complaints
- Investigate and respond to all complaints ensuring that investigations are thorough, transparent and open.
- Raise safeguarding or other concerns as appropriate
- Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations
- Co-ordinate and lead regular meetings with the Complaints and CQC Leads
- Support our Practice Lead with the management of Significant Events where appropriate
- Maintain the Significant Event register
Clinical Records
- Manage the Operations Team workload and resourcing
- Deal with complex queries from the Operations Team
- Monitor, action and update tasks on the clinical system (EMIS)
- Ensure that the team work with the boundaries of Practice policies and procedures, including those around Information Governance
Skills:
- Knowledge and practical experience of complaints / resolution management and its processes
- Understanding of mediation and negotiation in the context of complaints management and investigation
- Strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom
- Strong communication skills both written and verbal and including reporting, Excel and organisation of information
- Confident and comfortable with the use of digital technology, data and systems
Job description
Job responsibilities
Core Responsibilities:
Complaints
- Investigate and respond to all complaints ensuring that investigations are thorough, transparent and open.
- Raise safeguarding or other concerns as appropriate
- Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations
- Co-ordinate and lead regular meetings with the Complaints and CQC Leads
- Support our Practice Lead with the management of Significant Events where appropriate
- Maintain the Significant Event register
Clinical Records
- Manage the Operations Team workload and resourcing
- Deal with complex queries from the Operations Team
- Monitor, action and update tasks on the clinical system (EMIS)
- Ensure that the team work with the boundaries of Practice policies and procedures, including those around Information Governance
Skills:
- Knowledge and practical experience of complaints / resolution management and its processes
- Understanding of mediation and negotiation in the context of complaints management and investigation
- Strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom
- Strong communication skills both written and verbal and including reporting, Excel and organisation of information
- Confident and comfortable with the use of digital technology, data and systems
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Microsoft office literate
Desirable
- Experience of EMIS system
- Experience of working in a GP Practice or similar environment
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
- Microsoft office literate
Desirable
- Experience of EMIS system
- Experience of working in a GP Practice or similar environment
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.
