About this role
Job summary
The postholder will manage and coordinate complaints relating to both clinical and non-clinical aspects of our services. This will include reviewing relevant clinical records, establishing the facts, liaising with clinicians and Practice staff, communicating with patients and preparing or contributing to formal responses.
The role will also contribute to our wider clinical governance, patient safety, risk management and quality improvement processes.
Main duties of the job
Lead or coordinate investigations into patient complaints and concerns. Review relevant clinical records and information where appropriate. Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues. Communicate sensitively and professionally with patients and their representatives. Prepare clear, accurate and compassionate complaint responses. Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns. Analyse complaint themes and identify opportunities for service improvement. Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate. Ensure learning from complaints is shared and acted upon. Maintain accurate and confidential complaints records.
About us We offer the opportunity to work within a supportive GP Practice where patient experience, clinical quality and continuous improvement are valued.
The role offers the opportunity to make a meaningful contribution to how the Practice responds to patient feedback and learns from complaints, while working closely with experienced clinical and management colleagues.
Job description Job responsibilities
If you would like to find out more information about this role, please see the attached job specification.
Person Specification
Experience Essential
Current or recent clinical experience within UK healthcare. Significant experience in primary care. Experience of managing, investigating or responding to patient complaints. Excellent written and verbal communication skills. Strong analytical and investigative skills. An understanding of clinical governance and patient safety. The ability to review and interpret clinical records. A calm, empathetic and objective approach to challenging situations. Excellent organisational skills and attention to detail. The ability to maintain confidentiality and professional boundaries. Experience in clinical governance, patient safety, risk management, significant event analysis or quality improvements would be advantageous.
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.
Employer details Employer name Primary Care Careers
Address Pier Avenue
Clacton on Sea
Essex
CO15 1NJ
United Kingdom
Employer's website https://www.eoeprimarycarecareers.nhs.uk/ (Opens in a new tab)