Complaints Handler

1. Job Role & Purpose The objective of the Complains Lead is to ensure that all complaints and compliments received by SCGP are effectively managed, monitored and recorded. In addition, to identify trends and issues from complaints and ensure that these are fed back to the Service Delivery Manager to be addressed across SCGP. 2.

Key Duties & Responsibilities Complaints Management To work with Partners/Doctors/Managers/Team Leaders to ensure that all complaints received by SCGP are appropriated managed and responded to. To develop a standardised complaints management system to ensure that all complaints are logged, tracked, and managed within required timescales. To maintain accurate records of complaints. To work closely with the Social Media lead to promote the actions taken by SGCP to learn from patients complaints and feedback.

To brief Managers/Team Leaders on lessons learned and changed required as a result of the feedback loop from complaints. Communications To prepare and present reports to Managers, GP Partners and other practice staff as requested. To promote a culture of ethics and integrity across SCGP, ensuring staff are aware of their compliance obligations. To deliver complex information in an engaging format.

3. Communication & Relationships To be an active and engaged team player, supporting the wider SCGP is its aims and objectives. To actively participate in team meetings. To work with other teams across the organisation collaboratively to ensure a joined-up approach to our service delivery to patients.

4. Performance Standards Demonstrate a positive attitude. To deliver against your agreed objectives. To actively engage the appraisal process To be honest and have integrity.

To follow all Practice policies and procedures. 5. Confidentiality While seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

**Post-holders must adhere to the following principles**: In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with SCGP policies and procedures relating to confidentiality and the protection of personal and sensitive data.

6. Health & Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the SCGP health & safety policy, the health & safety manual, and the SCGP infection control policy and published procedures. This will include: Using personal security systems within the workplace according to SCGP guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Active reporting of health and safety hazards and infection hazards immediately when recognised. Keeping own work areas generally clean and overseeing Site Managers in the maintenance of general standards of cleanliness consistent with the scope of their role.

Undertaking periodic infection control training (minimum annually). Reporting potential risks identified to the SCGP Group Manager 7. Equality & Diversity The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include: Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with SCGP procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues.

Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. 8. Job Description Reviews This job description is intended to provide an outline of the key tasks and responsibilities only. There may be other duties required of the post holder commensurate with their position.

This description will be open to regular review and may be amended in the light of developing or changing services, or as part of an individual performance review process. All members of staff should be prepared to take on additional duties or relinquish existing duties to maintain the efficient running of SCGP.