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Clinical Records and Complaints Manager

4 months ago

Bicester, United Kingdom Montgomery - House Surgery Full time

Job summary

The Clinical Records and Complaints Manager is key to enabling the smooth running of our operations.

Primarily responsible for the management of our patient records and our Operations Team as well as handling complaints in a compassionate and clear manner, ensuring that lessons are learned and quality improvements are implemented where needed.

Our medical records team are responsible for the management of patient referrals, receipt and coding of incoming letters and results, summarising new patient records and dealing with incoming post and as team lead you will plan resources, assist with complex queries, lead the team and report on workload.

As Complaints Manager you'll also be responsible for management, investigation and resolution of formal complaints, however received, in a timely and consistent manner in line with the NHS Complaints Policy.

The post will be for 16-20 hours per week, ideally covering 4 days of the week.

Main duties of the job

Complaints

Investigate and respond to all complaints ensuring that investigations are thorough, transparent and open. Raise safeguarding or other concerns as appropriate Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations Co-ordinate and lead regular meetings with the Complaints and CQC Leads Support our Practice Lead with the management of Significant Events where appropriate Maintain the Significant Event register

Clinical Records

Manage the Operations Team workload and resourcing Deal with complex queries from the Operations Team Monitor, action and update tasks on the clinical system (EMIS) Ensure that the team work with the boundaries of Practice policies and procedures, including those around Information Governance

Skills:

Strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom Knowledge and practical experience of complaints / resolution management and its processes Understanding of mediation and negotiation in the context of complaints management and investigation Strong communication skills both written and verbal and including reporting, Excel and organisation of information Confident and comfortable with the use of digital technology, data and systems

About us

We are a busy General Practice, we currently provide care to around 17,000 patients in Bicester and the surrounding areas and as the town grows, so do we. Our Operations Team are an integral part of the practice providing care for our patients.

Job description

Job responsibilities

We are a busy General Practice looking for a Clinical Records and Complaints Manager to join our team. We currently provide care to around 17,000 patients in Bicester and the surrounding areas and as the town grows, so do we. Our Operations Team are an integral part of the practice providing care for our patients.

The ideal candidate will have experience in a GP or other clinical setting, be familiar with EMIS and clinical record keeping and with the qualifications, experience, and aptitude to work within a primary care team of GPs and Allied Healthcare Professionals. Were a dispensing practice and our clinical team includes Minor Illness practitioners, Pharmacists and Pharmacy Technicians, Physiotherapists, Mental Health Workers, a Bicester wide Frailty Team, nurses - including specialists in Diabetes and Respiratory and Healthcare Assistants. They are supported by Patient Services, Practice Admin, and Clinical Records / Operations teams.

Core responsibilities include:

Responsible for management, investigation and resolution of formal complaints, however received, in a timely and consistent manner consistent with NHS Complaints Policy

Identify underlying and key concerns to achieve early resolution

Record all complaints and their outcomes and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations

Ensure that investigations are thorough, transparent and open and raise safeguarding or other concerns as appropriate

Co-ordinate and lead regular meetings with the Complaints and CQC Leads

Support our Practice Lead with the management of Significant Events where appropriate

Maintain the Significant Event register

Manage the Operations Team workload and resourcing

Deal with complex queries from the Operations Team

Monitor, action and update tasks on the clinical system (EMIS)

Ensure that the team work with the boundaries of Practice policies and procedures, including those around Information Governance

We are an innovative training practice with considerable experience in training doctors, medical students, and nurses, with a great team ethos across the whole Practice.

The ideal candidate will:

Demonstrate personal accountability and clear leadership

Be highly motivated, proactive and co-operative

Be forward thinking with a solutions focussed approach

Have knowledge and practical experience of complaints / resolution management and its processes

Demonstrate an understanding of mediation and negotiation in the context of complaints management and investigation

Have a strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom

Have strong communication skills both written and verbal and including reporting, Excel and organisation of information

Be confident and comfortable with the use of digital technology, data and systems

Pay is dependent on skills and experience for this part-time role over 16-20 hours each week; we are happy to consider flexible working arrangements, offer a generous pension scheme, and five weeks paid holiday in addition to Bank Holidays.

Benefits: NHS pension; Cycle to work scheme; Health & wellbeing programme; On-site parking

Montgomery-House Surgery is an Equal Opportunity Employer, we do not discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organisation who actively promote equality of opportunity for all with the right mix of talent, skills and potential. Selection for roles will be based on individual merit.

Person Specification

Qualifications

Essential

Strong working knowledge of general practice systems (EMIS preferred) as well as other widely used software Docman, eConsult, Lexacom Knowledge and practical experience of complaints / resolution management and its processes Understanding of mediation and negotiation in the context of complaints management and investigation Strong communication skills both written and verbal and including reporting, Excel and organisation of information Confident and comfortable with the use of digital technology, data and systems