• Job Description

  Req#: A3196-24-0002?language=en&page=100&sort=publicationDateDesc

  Job summary

  The role of Patient Experience Co-ordinator at Rope Green Medical Centre is a patient-facing role and will provide support to patients, relatives and carers (including high risk or vulnerable patient groups and those at risk of health inequalities) raising concerns and enquiries.

  With an exceptional caring and compassionate manner, you will support patients and service users and use your exceptional customer care experience and communication skills to engage, listen and respond to their queries and concerns.

  You will work primarily with the practice clinical and administration teams and when required other primary care professionals and the wider PCN/community team.

  Main duties of the job

  Be the first point of contact for those raising concerns (via the telephone face-to-face and email inbox)

  Triage concerns to determine which enquiries they can effectively manage and which would need to be escalated to other members of the practice team

  Multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment

  Dealing with a range of service users who may at times be upset or challenging, demonstrating compassion, empathy and sensitivity

  Develop and maintain a log of patient feedback, complaints and responses and provide analytical information on request

  Co-ordinating the management and response to patient enquiries and complaints ensuring that complaints are responded to on time

  Liaising with clinical staff to aid resolution of concerns and enquiries.

  Arranging complaints meetings when required

  Support the production of written responses to patients and service users

  Providing advice to staff regarding the practice complaints process

  Support the production of quarterly activity reports on complaints

  About us

  Located in a purpose-built health centre in a semi-rural location, we are a positive, large, well organised and friendly practice, witha patient list size of over 20,000.

  Date posted

  26 July 2024

  Pay scheme

  Other

  Salary

  Depending on experience

  Contract

  Permanent

  Working pattern

  Full-time, Part-time, Flexible working

  Reference number

  A3196-24-0002

  Job locations

  Rope Lane

  Shavington

  Crewe

  CW2 5DA

  
  

  Job description

  Job responsibilities

  PATIENT EXPERIENCE CO-ORDINATOR

  JOB DESCRIPTION & PERSONAL SPECIFICATION

  TITLE OF POST: Patient Experience co-ordinator

  SALARY: Dependant on experience

  HOURS OF

  EMPLOYMENT: Up to 37.5 hours per week

  APPOINTMENT: Permanent Contract

  RESPONSBILE TO: Practice Manager

  ACCOUNTABLE TO: Practice Manager and Partners

  JOB SUMMARY

  The role of Patient Experience Co-ordinator at Rope Green Medical Centre is a patient-facing role and will provide support to patients, relatives and carers (including high risk or vulnerable patient groups and those at risk of health inequalities) raising concerns and enquiries.

  With an exceptional caring and compassionate manner, you will support patients and service users and use your exceptional customer care experience and communication skills to engage, listen and respond to their queries and concerns.

  You will work primarily with the practice clinical and administration teams and when required other primary care professionals and the wider PCN/community team.

  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.

  MAIN RESPONSIBILITIES

  Be the first point of contact for those raising concerns (via the telephone face-to-face and email inbox)

  • Triage concerns to determine which enquiries they can effectively manage and which would need to be escalated to other members of the practice team

  Multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment

  Dealing with a range of service users who may at times be upset or challenging, demonstrating compassion, empathy and sensitivity

  Develop and maintain a log of patient feedback, complaints and responses and provide analytical information on request

  Co-ordinating the management and response to patient enquiries and complaints ensuring that complaints are responded to on time

  Liaising with clinical staff to aid resolution of concerns and enquiries.

  Arranging complaints meetings when required

  Support the production of written responses to patients and service users

  Providing advice to staff regardingthe practice complaints process

  Support the production of quarterly activity reportson complaints

  This role profile is not exhaustive, and you may be directed to complete other tasks according to the skills and requirements for individual roles. These duties will always be reasonable and deemed within the expectations of your position.

  There will be regular reviews of progress and monitoring against the roles key knowledge, skills and values.

  Job description

  Job responsibilities

  PATIENT EXPERIENCE CO-ORDINATOR

  JOB DESCRIPTION & PERSONAL SPECIFICATION

  TITLE OF POST: Patient Experience co-ordinator

  SALARY: Dependant on experience

  HOURS OF

  EMPLOYMENT: Up to 37.5 hours per week

  APPOINTMENT: Permanent Contract

  RESPONSBILE TO: Practice Manager

  ACCOUNTABLE TO: Practice Manager and Partners

  JOB SUMMARY

  The role of Patient Experience Co-ordinator at Rope Green Medical Centre is a patient-facing role and will provide support to patients, relatives and carers (including high risk or vulnerable patient groups and those at risk of health inequalities) raising concerns and enquiries.

  With an exceptional caring and compassionate manner, you will support patients and service users and use your exceptional customer care experience and communication skills to engage, listen and respond to their queries and concerns.

  You will work primarily with the practice clinical and administration teams and when required other primary care professionals and the wider PCN/community team.

  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.

  MAIN RESPONSIBILITIES

  Be the first point of contact for those raising concerns (via the telephone face-to-face and email inbox)

  • Triage concerns to determine which enquiries they can effectively manage and which would need to be escalated to other members of the practice team

  Multi-task and have the ability to engage, listen and respond to queries within a fast-paced environment

  Dealing with a range of service users who may at times be upset or challenging, demonstrating compassion, empathy and sensitivity

  Develop and maintain a log of patient feedback, complaints and responses and provide analytical information on request

  Co-ordinating the management and response to patient enquiries and complaints ensuring that complaints are responded to on time

  Liaising with clinical staff to aid resolution of concerns and enquiries.

  Arranging complaints meetings when required

  Support the production of written responses to patients and service users

  Providing advice to staff regardingthe practice complaints process

  Support the production of quarterly activity reportson complaints

  This role profile is not exhaustive, and you may be directed to complete other tasks according to the skills and requirements for individual roles. These duties will always be reasonable and deemed within the expectations of your position.

  There will be regular reviews of progress and monitoring against the roles key knowledge, skills and values.

  Person Specification

  Experience

  Essential

  • Experience of working in a health or social care setting
  • Experience in working in a front facing customer service environment handling enquiries and concerns
  • Excellent communication skills (oral and written)
  • Effective time management (Planning & Organising)
  • Proven problem solving & analytical skills
  • Ability to implement and embed policy and procedure
  • Strong IT skills (generic)

  Desirable

  • Experience of working with people and their families, caring support
  • Experience of working with vulnerable patient groups
  • Primary Care General Practice experience
  • Previous NHS complaints experience
  • EMIS user skills

  Qualifications

  Essential

  • Good standard of education (GCSE or equivalent)

  Personal Qualities

  Essential

  • Sensitive and empathetic
  • Excellent interpersonal skills
  • Motivated and proactive
  • Ability to use initiative and judgement
  • Ability to work across boundaries
  • Forward thinker with a solutions focused approach
  • High levels of integrity and resilience
  • Takes responsibility for own learning and developmental

  Person Specification

  Experience

  Essential

  • Experience of working in a health or social care setting
  • Experience in working in a front facing customer service environment handling enquiries and concerns
  • Excellent communication skills (oral and written)
  • Effective time management (Planning & Organising)
  • Proven problem solving & analytical skills
  • Ability to implement and embed policy and procedure
  • Strong IT skills (generic)

  Desirable

  • Experience of working with people and their families, caring support
  • Experience of working with vulnerable patient groups
  • Primary Care General Practice experience
  • Previous NHS complaints experience
  • EMIS user skills

  Qualifications

  Essential

  • Good standard of education (GCSE or equivalent)

  Personal Qualities

  Essential

  • Sensitive and empathetic
  • Excellent interpersonal skills
  • Motivated and proactive
  • Ability to use initiative and judgement
  • Ability to work across boundaries
  • Forward thinker with a solutions focused approach
  • High levels of integrity and resilience
  • Takes responsibility for own learning and developmental

  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

  Rope Green Medical Centre

  Address

  Rope Lane

  Shavington

  Crewe

  CW2 5DA

  
  

  Employer's website

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

  Employer details

  Employer name

  Rope Green Medical Centre

  Address

  Rope Lane

  Shavington

  Crewe

  CW2 5DA

  
  

  Employer's website

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

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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