Patient Experience Lead and Complaints Coordinator

4 weeks ago

Ilford, United Kingdom Spire Healthcare Full time

Patient Experience Lead and Complaints Coordinator - Full Time

Spire London East Hospital has an exciting opportunity for a Patient Experience Lead and Complaints Coordinator to join our established team.

Spire London East Hospital (formerly Spire Roding) is located in Redbridge, on the borders of East London and Essex. We offer comprehensive private hospital services, ranging from outpatient clinics and physiotherapy to surgery and diagnostic tests in a relaxed, clean and comfortable environment.

Duties and responsibilities:

To lead and drive improvements to the patient experience utilising all information available within Spire. Monitor any changes made and ensure initiatives are trailed, reviewed, and embedded. The post holder must demonstrate excellent communication and interpersonal skills with ability to influence change. Must also be able to interrogate data and turn into meaningful actions to deliver positive change. The post holder needs to be proactive in dealing with issues without instruction as appropriate, be a self- starter and be able to chair and inspire the patient experience committee. Hospital’s complaints coordinator - coordinate complaints in conjunction with the Hospital Director and Director of Clinical Services providing high quality responses that answer all aspects of a complaint and ensure that opportunities to learn and improve from complaints are delivered and embedded into the organisation. Use Datix to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire corporate policy. Record keeping via tools available . Datix action tracking system. As part of the role the post holder will be expected to lead the complaints process when being interviewed by the CQC or internal clinical reviews, providing assurance that the complaints are well managed and meet national guidance and Spire policy. Be familiar with CQC regulations and understand and develop plans to be Outstanding. Be familiar with and adhere to ISCAS Code of Practice in Complaints Management. Ensure that the views of patients and customers are used to guide and inform the provision of services through patient forums, engagement with patient representative groups, dissemination of feedback form questionnaires, complaints etc.. Ensure that results from patient satisfaction surveys are discussed at the Clinical Governance Committee to ensure triangulation with clinical effectiveness information. To ensure lessons and trends from patient complaints are reviewed, discussed, analysed and acted upon. Positive patient feedback to be visible throughout the hospital and social media and comments to be shared with staff and consultants when mentioned. Act upon opportunities to enhance and improve patient pathways throughout the whole hospital. Use tools such as process mapping software to support learning and staff inductions. Collaborative working with HoDs to ensure actions agreed through complaints, patient satisfaction survey and any relevant committees are delivered within required timescales. Working with the Governance Manager to ensure Safety and Flash Alerts are distributed to the appropriate groups and ensuring returns are sent to Head Office as applicable. Attendance at daily safety huddle reviewing and discussing relevant matters Attend and contribute to Clinical Audit & Effectiveness Committee and Clinical Governance Committee Triangulate incidents, complaints and risk and work collaboratively with the Governance Manager to monitor outcomes and examine opportunities to make improvements. Point of contact for group surveys and the Insights team. Local survey controller with oversight of all local surveys and results, ensuring that patients are not over surveyed. Working with the Governance Manager - Tracker management of all PSIRs and actions. Contribute to the quarterly governance report coordinated with Governance Manager and IP Lead. Collate monthly clinical dashboard with Governance Manager and disseminate Carry out any duties, delegated by the Hospital Director or Director of Clinical Services which reasonably fall within the general nature and level of the responsibilities of the post.

Who we're looking for:

Ability to work proactively and independently. Exceptional team player Competence in Microsoft Office packages Competence in writing formal letters. Healthcare business experience Healthcare processes IT skills Data interrogation and analysis Experience of dealing with patients and other stakeholders Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences. Enthusiasm, initiative and drive Flexible and proactive approach to work At all times maintain complete trust, loyalty, confidentiality and discretion. Able to work to tight timescales. Keen interest in the development and service improvement of the hospital Confidence to make decisions in an appropriate manner when direction is not available.

Benefits

We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

35 days annual leave inclusive of bank holidays Employer and employee contributory pension with flexible retirement options ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers Free Bupa wellness screening Private medical insurance Life assurance

Our Values

We are extremely proud of our heritage in private healthcare and of our values as an organisation:

Driving clinical excellence Doing the right thing Caring is our passion Keeping it simple Delivering on our promises Succeeding and celebrating together

We commit to our employees’ well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.

Spire Healthcare are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive culture for all. Our people are our difference, it’s their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart. 

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications

Our people are our difference; it's their dedication, warmth and pursuit of excellence that sets Spire Healthcare apart.

For us, it's more than just treating patients; it's about looking after people.

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