Patient and Staff Experience Administrator - Workington, United Kingdom - James Street Group Practice

James Street Group Practice

Verified Company

Workington, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job title:
Patient & Staff Experience Administrator

Accountable to:
Service Delivery Lead

Location:
Workington GP Practice

Job Summary

Workington GP Practice have an exciting opportunity for an enthusiastic, innovative, dynamic and highly motivated administrator, who is passionate about improving experiences for patients and staff, within the newly merged, five site practice.

Work with a supportive, innovative team to help improve patient and staff experience.

We are looking for a person who has recent experience of listening and learning from the experiences of patients and staff.

This is an exciting time to join the team as we take forward key locality developments.

The post holder will be responsible for working with the Service Delivery Leads and Locality Lead to deliver our patient and staff experience objectives and will support on a range of patient/staff experience initiatives.

You will be an enthusiastic, motivated and dynamic individual who is able to organise and co-ordinate a wide range of tasks often within tight timescales, to work well under pressure, show initiative and lead effective management and resolution of complaints.

You will support the Locality Lead and Service Delivery Leads to deliver staff communications and engagement initiatives, including communications plans and campaigns.

You will have outstanding written skills and experience in drafting high level written correspondence to maintain the reputation of NCPC.

We are looking for someone with excellent interpersonal skills who is compassionate, kind and empathetic and understands the importance of delivering patient centred care.

All staff are expected to work within NCPC Values:
Kindness, Respect, Ambition, Collaboration

Key Working Relationships
Working closely with patients, family members, carers and advocates to support with patient feedback, queries, complaints and incidents to ensure effective resolution and positive outcomes

Working closely with all staff groups across the town to include GP's, nursing staff, reception staff, and the management team.

Working very closely and in collaboration with the wider NHS agencies and Social Care providers to ensure efficient, effective patient centred care is always prioritised.

Working with third party agencies to support with patient enquires, complaints and incident management, requests for reports and other ad hoc enquiries.

Main duties and responsibilities

Duties will include, but are not limited to:

Patient and Staff Experience

To play a key role in the delivery of strategic patient and staff experience objectives and facilitate and support operational activities in relation to patient/staff experience and involvement.
To facilitate patients and the public to make an active contribution in the identification of improvements to the patients experience.
To act as an expert resource on seeking out, understanding and responding to the voice of patients and staff.
Ensure effective communication between staff, the practice, patients and other agencies/stakeholders
To review national and local strategies in relation to patient experience and involvement.
Identify the complex or higher risk areas that require input or knowledge from clinicians (including safeguarding issues)
Contributing to identifying and acting on potential improvements
To be the patient experience expert and champion for Workington Locality

Complaints and Incidents

Provide a patient support and complaints service for patients, carers and members of the public who want to make a complaint or are seeking information, help, advice and/or the resolution of concerns or enquiries.
The post holder will work closely with the Senior Administrators and Service Delivery Leads to provide feedback in relation to complaint handlers, to ensure they meet the timescales agreed with the complainant and provide a thorough first response to assist in the reduction of returned complaints.
Establish any learning from complaints and incidents which can be shared within the Practice
Liaise with all levels of staff and other complaints services and external organisations, to resolve complaints and incidents, concerns and enquiries.
Ensure all complaints and enquiries are managed in a proportionate and customer focussed manner, in line with the Parliamentary and Health Service Ombudsman's Principles of Good Complaint Handling, Remedy and Good Administration.
Provide information and support to staff on the resolution of complaints/incidents and/or patient related enquiries, in line with NCPC policies
Support with providing information to third parties including; Healthwatch, PHSO, CQC, NHSE and local MPs as outlined in line with the NCPC Complaints, Comments & Suggestions Policy.
Support the practice to meet contractual requirements including the completion of reports as per contract/ regulation (Edec and KO141B reports)
Support complaints and incidents e