Patient Services Manager

Job description

Job responsibilities

COMMUNICATION

• Lead on the development and promotion of networking arrangements with external organisations and NHS bodies to embed Patient Services processes.
• Draft written responses to complainants from the Accountable Officer.
• Provide advice and support to staff and other individuals requiring information about the work of Patient Services, including PALS, complaints, claims, MP enquiries and FOI, interpreting regulations and guidance where appropriate.
• Communicate effectively with patients, relatives, and staff in difficult circumstances, including bereavement. This can include face to face, over the telephone, in writing and by email.
• Meet with complainants, representatives, or advocates, as necessary, to assist with the local resolution of cases.
• Act as a mediator between parties to promote the successful resolution of PALs contacts, complaints, and MP enquiries.
• Communicate face to face, verbally and in writing with difficult and vexatious persons, in line with policies.
• Deal with enquiries from other NHS bodies and external organisations on complaints issues.
• Discuss with clinical advisors any areas of concern arising from complaints or concerns.
• Maintain existing network arrangements with colleagues in other areas.
• Support the Head of Patient Services with the development of a range of information materials for services users describing the work of Patient Services and how they can raise a concern or complaint.
• Provide basic information to the public about local NHS services.
• Support the Head of Patient Services with the management of vexatious complainants.
• Provide and receive highly complex, sensitive or contentious information to service users as well as to large groups and meetings as and when required.

INFORMATION RESOURCES, ANALYSIS AND DECISION MAKING

• Analyse complex facts or situations, providing interpretation and a range of options and / or recommendations utilising computerised records.
• Responsible for the day to day management of Patient Services systems, ensuring compliance with statutory duties for the recording and reporting of allactivity.
• Support the Head of Patient Services in writing and presenting analytical and statistical reports using computer software, e.g. Microsoft Excel and Word, Datix, NHS Digitals portal. These reports include activity levels, trends,performance, progress, and the outcomes of cases, as well as advising of identified service improvements.
• Responsible for decision making for a range of highly complex issues where there may be more than one course of action.NHS GM Integrated Care - Template JDPS January 2023 5
• Use benchmarking and best practice information to inform stakeholders and relevant committees / boards.
• Ensure that all required data is recorded and readily available to feed into business as usual processes and systems.
• Ensure all information is managed in accordance with Information Governance policies.
• Ensure all personally generated information is recorded as per Patient Services procedures and policies. To support the Head of Patient Services with the collection and collation of key data, analysing, evaluating and interpreting datafindings to determine and implement effective progress of concerns and complaints.
• To support the Head of Patient Services with the collection and completion of the KO41a complaints statistics for submission to NHS Digital.
• To support the Head of Patient Services with the preparation of quarterly and annual Patient Services Reports, which include analytical and statistical information, trends, performance, progress, and the outcomes of complaints,and advising of identified service improvements.
• To support the Head of Patient Services in producing and presenting reports, as and when required, including information about actions taken, outcomes andservice improvements.
• Provide analysis of data to highlight trends and high-level themes.
• To use judgement in determining workload priorities in the face of competing demands and the receipt of new cases, ensuring all statutory and individuallyagreed timescales are adhered to.
• Interpret national legislation and regulations into local policies and procedures.
• Highlight areas of concern, monitoring trends and themes arising from complaints and PALS contacts, encouraging a lesson-learned approach that supports service improvements.
• Demonstrate the ability to appropriately and sensitively interpret, assess and act on a wide range of Patient Services cases, some of which may be complex in nature.
• Support the Head of Patient Services with the implementation of any regulatory decisions, e.g. Parliamentary and Health Service Ombudsman, Information Commissioners Office.

PLANNING & ORGANISATION

• Plan and organise a broad range of complex activities requiring the frequent adjustment of plans and risk assessing cases to allow for their reprioritisation to meet competing deadlines. This will include planning and initiatinginvestigations for complaints, PALS contacts, MP enquiries and claims as well as FOI requests, coordinating local resolution were appropriate and the implementation of action plans to support learning and service improvements
• Review procedural activity and identify weaknesses within Patient Services by monitoring current systems, putting forward plans and actions to ensure a high standard or service is always maintained.
• Organise the workload of the service to ensure the effective management of all cases and adhering to all statutory and individually agreed deadlines.
• Ensure that accurate and up to date case files are maintained for all PALS enquiries, complaints, claims, MP enquiries, FOI requests, and all other work within the service.
• Champion a customer-focussed approach and the delivery of a high-quality service that is responsive to the needs of service users.
• Make recommendations on the future development(s) of Patient Services.
• Appropriately challenge / promote learning through complaints.
• Deliver against agreed objectives.
• Support the Head of Patient Services with the development, embedding and supporting of robust governance arrangements for Patient Services.

PATIENT/CLIENT CARE

• Whilst there is no responsibility for patient care per se, the post holder will be in liaison with patients and or their relatives or carers, often addressing sensitive and complex issues.
• The post-holder will need to ensure that all issues orconcerns relating to patient care are managed effectively throughout the investigation processes, in line with associated policies, guidelines and within agreed timeframes, and in accordance with, as appropriate, the relevant Actstoo. The post-holder will need to be able to assess complaints and escalate any concerns in line with relevant acts, breeches or codes of conduct, and act in the best interests of the patient at all times, (e.g. seeking the need for a safeguarding referral).

POLICY & SERVICE DEVELOPMENT

• Support the Head of Patient Services with the development and production of policies, procedures and standard operating procedure covering the work of Patient Services. Be familiar with policies on information management, confidentiality of patient records and the disclosure of identifiable patient information to third parties, as well as the use of non-identifiable information for reasons other than the purpose for which it was intended.
• Responsible for identifying areas of concern and recommending procedures and policies to limit or eliminate the recurrence of complaints and reducing risk. Advise the Senior Management Team and other staff on the complaints legislation and regulations, claims procedures and Freedom of Information legislation.
• Ensure the service is developed in a way that provides value for money and effectively manages risk.
• Work with advocacy organisations / representatives to help with service developments.
• Implement national policies and practices.

FINANCIAL & PHYSICAL RESOURCES

• Responsible for the appropriate use and safety of office and IT equipment.
• Support the Head of Patient Services, service users and finance colleagues where ex-gratia payments for losses, etc or the payment of legal compensation expenses are made, as part of the resolution of a complaint or claim.
• Constantly strive for value for money and greater efficiency in the use of resources.

PEOPLE MANAGEMENT

• To support the Head of Patient Services with the development and delivery of a Patient Services training programme, including the preparation of presentations and the implementation of training for senior managers oncomplaints, concerns, claims, and FOI.
• Responsible for the day to day management of the Patient Services function.
• Regularly responsible for providing specialist complaints and FOI procedure, and relevant legislative training.
• Prepare Patient Services information and provide training to support the induction of new staff.
• Accountable for enabling resources within Patient Services to support matrix working with the aim of delivering broader project and programme objectives.

RESEARCH, DEVELOPMENT & AUDIT

• Undertakes audits of Patient Services activity, as necessary to own work.
• Devises surveys to regularly monitor service user satisfaction levels on the closure of each case.
• Interpret national guidance within health and social care, highlighting implications for Patient Services.
• Implement independent regulators decisions and assess the impact on policy / procedure.
• Support the Head of Patient Services in conducting and participating in internal and external audits when required.
• Responsible for developing knowledge and expertise within the service, in line with local and national policies, ensuring an ongoing awareness of new protocols and developments through attending relevant training courses

Person Specification

Qualifications

Essential

• Degree-level education of equivalent experience.
• Evidence of continued professional development.

Desirable

• Management qualification.
• Qualification in a relevant health or social care subject.

Experience

Essential

• Substantial experience of delivering and managing effective arrangements particularly for PALS & complaints.
• Experience of working with staff at all levels within an organisation.
• Experience of providing mediation and / or customer service.
• Experience of the health service or a related environment.
• Experience of evaluating complex information, identifying key issues, problem solving, making sound judgments and decisions, and implementing / recommending solutions.
• Experience of working with the public / voluntary sector.

Desirable

• Experience of Managing organisational wide projects and involvement in significant public consultation exercises.

Knowledge

Essential

• Specialist knowledge in PALS and complaints issues.
• Specialist knowledge in PALS and complaints issues.
• Good up to date knowledge on PALS, complaints and FOI related legislation, policies, and guidance, including current development and innovation.
• Good up to date knowledge on PALS, complaints and FOI related legislation, policies, and guidance, including current development and innovation.
• Knowledge of claims management.

Desirable

• A range of specialist knowledge including management processes, underpinned by theory acquired through management experience.

Skills

Essential

• Presenting data in a meaningful way, orally and in writing, to a variety of audiences.
• Excellent understanding of political environment including local government and partner organisations.
• Ability to rapidly build rapport and gain respect and credibility amongst many stakeholders.
• Excellent ability to communicate very effectively in writing and face-to-face with a wide range of audiences, including patients, public, voluntary and community sectors.
• Excellent interpersonal and relationship building skills.
• Proven track record in professionalism when communicating with people with strong opposing views.
• Commitment to equality, diversity and human rights.
• Flexible and creative approach to new situations.
• Flexible and creative approach to new situations.
• Demonstrates innovation and creativity in approaches to engaging patients and the public.
• Responsiveness and flexibility to work across organisation silos.
• Ability to see through complexity and come to rational Application Interview References Skills Test (if appropriate) Additional Information (to aid job matching not to be included in job advert) Physical effort Standard keyboard skills, use of a range of software i.e. word, excel and PowerPoint and the ability to manipulate complex information. Keyboard skills used continuously all day, every day. Some office based working in a busy open plan office, with, regular interruptions occurring daily. Physical effort is moderate requiring postholder to be able to routinely operate, multi-purpose device, computer keyboard and attend internal and external meeting as required. Skills for manipulating complex information. Mental effort Long periods of computer work and Frequent concentration on collating reports, data or analysing information or writing policies, carrying out personal audits; and attending meetings. Essential to meet deadlines. The work pattern may at times be unpredictable owing to the nature of the service and interruptions may require immediate attention or response. Ability to deal with complex information and react to events quickly. Emotional effort There will be occasions where the post-holder may be dealing with a vexatious or very emotional patient or relative, or where / when there is reason to impart information that may not be welcomed by the recipient. This may include to patients anticipating a different outcome from their complaint investigation, or where the nature of the complaint is highly complex, sensitive or contentious. There may be occasions where referrals to safeguarding teams or similar may need to be made in order to safeguard the patient. You will be required to deal with internal incidents and may be required to participate in grievance/disciplinary hearings. Working conditions There is a need to occasionally use road transportation around the Greater Manchester area. Prolonged periods of time at the computer screen (VDU) / using keyboard for e-mails, document preparation, use of internet, etc continuously during the day. judgment based on the information available.
• Ability to see through complexity and come to rational Application Interview References Skills Test (if appropriate) Additional Information (to aid job matching not to be included in job advert) Physical effort Standard keyboard skills, use of a range of software i.e. word, excel and PowerPoint and the ability to manipulate complex information. Keyboard skills used continuously all day, every day. Some office based working in a busy open plan office, with, regular interruptions occurring daily. Physical effort is moderate requiring postholder to be able to routinely operate, multi-purpose device, computer keyboard and attend internal and external meeting as required. Skills for manipulating complex information. Mental effort Long periods of computer work and Frequent concentration on collating reports, data or analysing information or writing policies, carrying out personal audits; and attending meetings. Essential to meet deadlines. The work pattern may at times be unpredictable owing to the nature of the service and interruptions may require immediate attention or response. Ability to deal with complex information and react to events quickly. Emotional effort There will be occasions where the post-holder may be dealing with a vexatious or very emotional patient or relative, or where / when there is reason to impart information that may not be welcomed by the recipient. This may include to patients anticipating a different outcome from their complaint investigation, or where the nature of the complaint is highly complex, sensitive or contentious. There may be occasions where referrals to safeguarding teams or similar may need to be made in order to safeguard the patient. You will be required to deal with internal incidents and may be required to participate in grievance/disciplinary hearings. Working conditions There is a need to occasionally use road transportation around the Greater Manchester area. Prolonged periods of time at the computer screen (VDU) / using keyboard for e-mails, document preparation, use of internet, etc continuously during the day. judgment based on the information available.
• Proven ability to synthesise and prioritise complex and potentially conflicting demands.

Staff management

Essential

• Evidence of effective staff management, including team building skills with the ability to motivate and develop others.

Governance

Desirable

• Full and detailed understanding of the principles of NHS and public sector governance.

Employer details

Employer name

NHS Greater Manchester Integrated Care

Address

Piccadilly Place or other central Manchester location / Hybrid Working

London Road

Manchester

M1 3BN

Employer's website

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