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Patient Experience Lead
4 months ago
The key part of the role is ensuring outstanding patient satisfaction across the Practice by Managing all patient queries and concerns that have not been resolved by the Reception team.
Responding to patients on the phone and in writing and investigating their queries Composing letters to respond to complaints and liaising with both clinical and non clinical staff across the practice to resolve Logging complaints with NHS Services, the ICB and medical indemnity providers if required Attendance at PPG meetings along with Practice Business Manager where needed Logging of Significant Events and preparing for Significant event meetings and recording of outcomes Maintaining complaints log and ensuring that the Practice CQC log is up to date.
Administration of policy and procedures and logging on and updating the system Support the Management team with administration around QOF responding to patients and administration required for QOF and some coding if required Liaising with local Patient groups and representing the practice Ordering of some supplies, stationary as required Advising on training completion and administration of the training portal Preparing for PLT by advising patients and distributing the agenda and preparing notices General administration to support the Management team as a whole as required Taking minutes for meetings and distributing accordingly.
