Complaints and Service Specialist

3 weeks ago

Marlow, United Kingdom NHS Full time
About the Role

We are seeking a highly skilled and experienced Complaints and Service Specialist to join our team at the NHS. As a key member of our team, you will be responsible for managing all patient complaints and feedback, ensuring written responses are created to a high standard and sent by deadlines.

You will also be responsible for maintaining complaint logs, analysing trends, preparing quarterly and year-end complaint reviews, and proposing suggestions for improvements to Practice Management.

In addition, you will develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter, and practice noticeboards, supported by the digital champion.

You will deal with all queries relating to patient services, develop and promote online services to improve the number of patients registered to use online services, and create, coordinate, and report on patient and staff surveys.

As a Complaints and Service Specialist, you will be responsible for all patient-facing CQC policies, review and update the Patient Services Clarity Page, and support staff on how best to handle complaints and provide hints and tips on how to avoid them.

You will also line manage the Digital Champion who assists patients in learning how to use digital tools at the practice, liaise with local support groups such as Dementia Action Marlow, Carers Bucks to ensure good working relationships and support for activities, and ensure the practice maintains current accreditations such as Safe Surgeries, Armed Forces, Dementia Friendly practice, and adapts protocols as required.

Key Responsibilities
  1. Manage all patient complaints and feedback, ensuring written responses are created to a high standard and sent by deadlines.
  2. Maintain complaint logs, analysing trends, preparing quarterly and year-end complaint reviews, and proposing suggestions for improvements to Practice Management.
  3. Develop and maintain the practice website, social media, practice booklet, patient information leaflets, newsletter, and practice noticeboards, supported by the digital champion.
  4. Deal with all queries relating to patient services.
  5. Develop and promote online services to improve the number of patients registered to use online services.
  6. Create, coordinate, and report on patient and staff surveys.
  7. Responsible for all patient-facing CQC policies.
  8. Review and update the Patient Services Clarity Page.
  9. Support staff on how best to handle complaints and provide hints and tips on how to avoid them.
  10. Line manage the Digital Champion who assists patients in learning how to use digital tools at the practice.
  11. Liaise with local support groups such as Dementia Action Marlow, Carers Bucks to ensure good working relationships and support for activities.
  12. Ensure the practice maintains current accreditations such as Safe Surgeries, Armed Forces, Dementia Friendly practice, and adapts protocols as required.
Requirements
  1. Excellent written skills (with good grammar) to compile complaint responses in formal letter and email format.
  2. Experienced in Microsoft Office tools; Outlook, Word, Excel, PowerPoint, Teams, etc.
  3. Excellent analysis skills to investigate complaints/queries and prepare required presentations.
Qualifications
  1. O Level Maths and English (or equivalent).
  2. Primary Care experience.
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.

Full-time, Part-time, Job share, Flexible working, Home or remote working, Compressed hours.

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