Job description

Job responsibilities

1. Job Summary

The Patient Experience Administrator will be responsible for collating, reviewing, summarising and reporting on all patient feedback, and providing administrative assistance in relation to compliments and complaints. The Patient Experience Administrator will be involved in ensuring that the Practice captures all feedback from patients and identifies themes and areas for improvement. Working closely with the Patient Services Manager and the Head of Patient Services the postholder will seek to ensure that areas of good practice are identified and shared to ensure the best patient experience across all areas of the Practice.

This role would suit a highly organised and proactive person who understands and appreciates the importance that good planning and efficient systems and who can see the jobs that need to be done. The ideal candidate will be interested in working in healthcare and will have outstanding communication and exceptional administrative skills.

2. Primary Duties & Areas of Responsibility

General

Provide a full range of confidential administrative support in relation to patient feedback to the Head of Patient Services.

Friends & Family

Collate, review, summarise and report on the results of the Friends & Family Testing, specifically identifying areas of good practice and areas for improvement to be shared with the wider Practice Team.

Patient Surveys

Review and compare results of the National GP Patient Survey specifically identifying areas for improvement and areas of good practice to share with the Management Board and wider Practice Team.

Review the local quarterly patient survey results, identifying themes of good practice and areas for improvement.

In liaison with the Head of Patient Services provide support to develop an action plan of areas for improvement to be discussed at the You Said We Did meetings.

Complaints & Compliments

Support the complaints management process, effectively co-ordinating the internal investigation and communication with patients

Work closely with the Head of Patient Services and Patient Services Manager to continually improve the practice response to complaints

Produce regular compliments updates for staff

Communication

Be able to communicate with members of the team across all sites

Be able to provide clear written summaries of patient feedback

Be able to identify themes and produce reports on them

Office & Business Management

Prepare documents, reports, spreadsheets and PowerPoint presentations

Collect and collate information, data and feedback

General office duties document scanning, photocopying, printing, electronic filing and forwarding as advised

Project Management

Support the Head of Patient Services in ensuring the Practice provides the best possible patient experience at all sites

Other

Support the Head of Patient Services in creating an inclusive and supportive culture in which diversity is valued and equality of opportunity is promoted in all aspects of the practices work

Comply with all health and safety requirements, actively identify concerns and bring these to the attention of the appropriate manager

Understand and implement practice Safeguarding policy, actively raising any concerns

Maintain a good level of understanding of the work of the practice including working priorities as set out in the Strategic Plan and be able to promote this both internally and externally

Embrace and embody Holderness Healths values in how the role is delivered, especially through collaborative working behaviours that help us ensure integrity and promote quality, respect and wellbeing in our work

Undertake any other duties commensurate with the scope of the role

3. Job Description Agreement

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 the position. This description will be open to regular review and may be amended to take account of developments within the Practice and role. All members of staff should be prepared to take on additional duties or relinquish existing duties to help maintain the efficient running of the Practice.

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.

Job responsibilities

1. Job Summary

The Patient Experience Administrator will be responsible for collating, reviewing, summarising and reporting on all patient feedback, and providing administrative assistance in relation to compliments and complaints. The Patient Experience Administrator will be involved in ensuring that the Practice captures all feedback from patients and identifies themes and areas for improvement. Working closely with the Patient Services Manager and the Head of Patient Services the postholder will seek to ensure that areas of good practice are identified and shared to ensure the best patient experience across all areas of the Practice.

This role would suit a highly organised and proactive person who understands and appreciates the importance that good planning and efficient systems and who can see the jobs that need to be done. The ideal candidate will be interested in working in healthcare and will have outstanding communication and exceptional administrative skills.

2. Primary Duties & Areas of Responsibility

General

Provide a full range of confidential administrative support in relation to patient feedback to the Head of Patient Services.

Friends & Family

Collate, review, summarise and report on the results of the Friends & Family Testing, specifically identifying areas of good practice and areas for improvement to be shared with the wider Practice Team.

Patient Surveys

Review and compare results of the National GP Patient Survey specifically identifying areas for improvement and areas of good practice to share with the Management Board and wider Practice Team.

Review the local quarterly patient survey results, identifying themes of good practice and areas for improvement.

In liaison with the Head of Patient Services provide support to develop an action plan of areas for improvement to be discussed at the You Said We Did meetings.

Complaints & Compliments

Support the complaints management process, effectively co-ordinating the internal investigation and communication with patients

Work closely with the Head of Patient Services and Patient Services Manager to continually improve the practice response to complaints

Produce regular compliments updates for staff

Communication

Be able to communicate with members of the team across all sites

Be able to provide clear written summaries of patient feedback

Be able to identify themes and produce reports on them

Office & Business Management

Prepare documents, reports, spreadsheets and PowerPoint presentations

Collect and collate information, data and feedback

General office duties document scanning, photocopying, printing, electronic filing and forwarding as advised

Project Management

Support the Head of Patient Services in ensuring the Practice provides the best possible patient experience at all sites

Other

Support the Head of Patient Services in creating an inclusive and supportive culture in which diversity is valued and equality of opportunity is promoted in all aspects of the practices work

Comply with all health and safety requirements, actively identify concerns and bring these to the attention of the appropriate manager

Understand and implement practice Safeguarding policy, actively raising any concerns

Maintain a good level of understanding of the work of the practice including working priorities as set out in the Strategic Plan and be able to promote this both internally and externally

Embrace and embody Holderness Healths values in how the role is delivered, especially through collaborative working behaviours that help us ensure integrity and promote quality, respect and wellbeing in our work

Undertake any other duties commensurate with the scope of the role

3. Job Description Agreement

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 the position. This description will be open to regular review and may be amended to take account of developments within the Practice and role. All members of staff should be prepared to take on additional duties or relinquish existing duties to help maintain the efficient running of the Practice.

This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It will be subject to regular review and amendment as necessary in consultation with the post holder.

Person Specification

Experience

Essential

• Experience of working in an office
• Experience of working with patients / customers
• Experience of general administration processes
• Knowledge of the principles of confidentiality

Desirable

• Experience of delivering high quality patient care
• Experience of working in general practice
• Experience of using Excel and Word, MS Office

Additional Criteria

Essential

• Computer literate
• Excellent communication skills, written and verbal
• Able to manage own workload
• Able to build and sustain relationships at all levels
• Empathy towards patients
• A can do attitude
• Flexibility to work across sites

Desirable

• Knowledge of the NHS Complaints Process.

Qualifications

Essential

• Good standard of general education (NVQ Level 2 or equivalent
• GCSE English Language C/4 or above.

Desirable

• NVQ level 2 Customer Service

Experience

Essential

• Experience of working in an office
• Experience of working with patients / customers
• Experience of general administration processes
• Knowledge of the principles of confidentiality

Desirable

• Experience of delivering high quality patient care
• Experience of working in general practice
• Experience of using Excel and Word, MS Office

Additional Criteria

Essential

• Computer literate
• Excellent communication skills, written and verbal
• Able to manage own workload
• Able to build and sustain relationships at all levels
• Empathy towards patients
• A can do attitude
• Flexibility to work across sites

Desirable

• Knowledge of the NHS Complaints Process.

Qualifications

Essential

• Good standard of general education (NVQ Level 2 or equivalent
• GCSE English Language C/4 or above.

Desirable

• NVQ level 2 Customer Service

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.

Employer details

Employer name

Holderness Health

Address

Church View Surgery

5 Market Hill House

Hedon

HU12 8JE

Employer's website

https://www.holdernesshealth.nhs.uk/ (Opens in a new tab)