About the role
Salary: £28,245.86 a year
pro rata
Staffa Health is looking for a Patient Liaison officer to join our busy practice team. The post is for 20 hours per week.
The post holder will be required to work independently and be the first
point of contact for patients, families and carers who have a concern or would
like to make a complaint, whether it be formal or informal. They will take
personal responsibility for ensuring that every patient receives a positive
experience to the handling of their concern.
Provide support to patients, families and carers in the complaint's procedure, receiving verbal and written complaints from patients, conducting investigations, and providing responses to complainants either verbally, face to face or in writing, depending on the patients preference.
Contact complainants by telephone to discuss correspondence and agree actions for resolution where appropriate. Acknowledge all complaints in a timely manner.
Work with relevant people to resolve issues for patients where prompt action may negate the need for a full complaint's response.
Lead on the investigation of complaints, ensuring investigations are completed appropriately and within a strict timeframe.
Cross reference between statements, clinical correspondence, medical records, call recordings and other sources of information to ensure accurate and complete responses to patient complaints.
Compile written responses, ensuring that these address the issues raised in the complaint and ensuring a written response is signed off by the relevant clinical or non-clinical lead.
Ensure that complaint response letters are of the highest quality and translate complex medical terminology and principles into clear explanations, adapting tone and language as appropriate to the recipient.
Ensure that complaints responses adhere to best practice guidance in terms of duty of candour, clear decision as to outcome of investigation, all adhering to NHS Guidelines.
Complete complaints outcomes and summarise details on the complaints log ensuring that these are kept up to date and readily available to summarise for analysis and reporting.
Analyse complaints data and provide reports and summaries to senior members of the team.
Present an annual report to the practice team on complaints, highlighting trends and actions taken as a result of complaints.
Lead on identifying issues that can be improved upon, instigating measurable action plans in direct response to complaints and ensuring that these are fed back to the relevant areas for action.
Support the implementation of any actions or lessons learned from complaints with the relevant team leader or manager. Log actions taken and their completion.
Support other actions or activities arising from a complaint as required.
Identify trends and themes arising from concerns and patient feedback ensuring lessons are learned.
Support patients with signposting and further information to help them discuss concerns or complaints with other organisations or the patient advocacy service.
Arrange independent complaints reviews where required, and to be the main point of contact with the Parliamentary Health Service Ombudsman (PHSO) and NHSE.
Ensure that all patients/relatives can access the complaints procedures by updating patient information leaflets and posters that are displayed in all of practice sites and website.
Monitor and record all positive feedback from patients, improving staff moral by publicising a selection of complimentary comments via practice communications.
Complete Significant Event Analyses and lead on the coordination and management of the Significant Event Analysis Multi-disciplinary team meetings, preparing papers and producing minutes.
Monitor patient DNA reports, issue letters reminding patients of the Practices DNA policy, and follow the policy when patients repeatedly fail to attend appointments.
Lead the Staffa Health Staff Awards scheme by coordinating the nomination process, collating submissions, reviewing all nominations fairly and objectively and organising the presentation of the awards.