Patient and staff relations officer
Posted 5 hours 28 minutes ago by NHS
At Highfield surgery, we are proud to service the community of south shore Blackpool with compassion, professionalism and dedication. Our practice is forward thinking and open to new ideas and we would welcome applicants who are willing to learn and contribute to our wider team.
Main duties of the jobThe patient and staff relations officer is a new role within our GP surgery, responsible for ensuring high standards of patient experience and staff wellbeing. The applicant leads on the management of patient complaints from initial receipt through to resolution, ensuring all concerns are handled promptly, fairly and in line with Highfield surgery policies.
In addition, the role holds responsibility for overseeing human resources functions across the surgery. This includes supporting employee relations processes, advising on HR matters, maintaining compliance with employment legislation and promoting a positive and professional working environment.
About usHighfield surgery is a well established GP practice in the south shore area of Blackpool.
Our experiened clinical team includes 11 GPs, 4, practice nurses, 4 nurse practitioners, 2 physiotherpaists and 5 clinical pharmacists, alongside a wider network of allied healthcare professionals and administrative staff. This multidiscplinary approach allows us to provide comprehensive, patient centred care that meets a broad range of health needs.
We work collaboratively with neighbouring practices as part of Blackpool South PCN.
Job responsibilitiesActas the first point of contact for all formal patient complaints
Managecomplaints from receipt to resolution in line with Highfield surgery complaintspolicy.
Acknowledgecomplaints within required timescales and conduct thorough investigations.
Liaisewith clinicians, administrative staff, and external agencies as required to gatherinformation.
Draftclear, professional and empathetic written responses for review by the Practicemanager or partners.
Identifythemes and trends in complaints and provide regular updates withrecommendations for improvement.
Supportlearning from complaints by feeding back outcomes to relevant staff andcontributing to practice meetings.
Ensureaccurate documentation and secure record keeping of all complaint cases.
Supportpatient feedback initiatives, including Friends and Family test processes andpatient surveys.
Keyresponsibilities Human resources
Leadon day to day HR administration for all surgery staff.
Provideguidance to managers and GP partners on employment matters in line with NHS andemployment legislation.
Manageemployee relations processes including disciplinary, grievance, capability,absence management, and performance procedures.
Overseerecruitment processes including drafting job adverts, shortlisting, interviewcoordination and onboarding.
Maintainup to date personnel records, contracts, and other such documentation.
Monitorstaff training requirements and mandatory training requirements.
Promotea positive workplace culture
Actas a confidential point of contact for staff concerns.
Person Specification Qualifications- CIPD Qualification (Level 3 or above)
- Experience in handling complaints within a healthcare or public sector setting.
- Knowledge of NHS complaints procedures.
- Experience in HR administration and employee relations.
- Experience of working in a GP practice or NHS setting.
- Knowledge of CQC standards
- Empathetic and patient focused approach
- Fair, balanced and confident decision maker
- Highly organised with the ability to manage multiple tasks at once.
- Strong interpersonal skills and conflict resolution skills.
- Basic IT skills
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.
£25,000 to £35,000 a yearDependent on experience