Patient Experience Coordinator

2 weeks ago


Ipswich, Suffolk, United Kingdom Practice Plus Group Full time

About The Role:

Practice Plus Group are seeking a
Patient Experience Coordinator for our North East Essex (CAS) Service


You will oversee the
administration and co-ordination of all complaints, compliments, healthcare professional feedback (HPF), incidents and concerns that are received for the region using the dedicated software, Datix.


You will also act as a central point of contact, ensuring that all parties are kept informed of progress and any delays in response.


Responsibilities:

  • To ensure the QA pack is prepared ahead of each monthly meeting, shared with all attendees, and work with the relevant managers to ensure everything is prepared ahead of time.
  • To attend external patient forums on behalf of the service, listen to views, promote the service and work with the operational teams to improve pathways for patients.
  • To ensure that complaints, feedback and incidents received by the service are acknowledged, managed and responded to in a timely manner, in line with Practice Plus Group Policy.
  • To carry out the investigation of complaints/service HPF's/incident
  • With the support of the Quality and Patient Experience Manager, inform Practice Plus Group Legal team & Senior Management team of any complaints that may lead to negligence claims, or any litigation claims.
  • To attend monthly meetings and feedback on NHS 111 incidents / complaints / concerns / HPFs.
  • To ensure that only appropriate information is released and authorised by the Medical Lead.

About You:


You will be an experienced administration manager from a healthcare setting, with knowledge of learning management systems will be advantageous.

As you will be a main point of contact for many different people you will be a

confident communicator who can exercise judgement in both a caring and direct way, even in difficult situations.

You will have the ability to

plan and organise your own time as you see fit whilst exercising your judgement ability when dealing with problems.

Key Skills

  • Ability to produce reports to a high standard
  • Compassionate and able to interact with patients and healthcare professionals
  • Work effectively and accurately
  • Ability to work to deadlines and prioritise work load
  • Handle difficult situations in a calm, effective and professional manner

About Us:
Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately.

Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country.

We're proud to be at the forefront of developing new and exciting ways to support the nation's health too, helping patients to maximise their wellbeing and live life to the full.

When you're part of the Practice Plus Group team, you don't just have a job. You have a career.

We work with you to help you grow in your role and take your career in the direction you want to go.

We'll help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits.

We also recognise the value of a healthy work-life balance - so we always try to be flexible, helping you fit your working life around your home life.


Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.


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