Patient Services Manager

Overview

The Stanmore Medical Centre is looking to appoint someone to support the Practice & Practice Manager in a new Patient Services Manager role. The successful candidate will have a background in working with the general public in a liaison capacity, preferably with experience in healthcare (Primary Care, Secondary Care, ICB etc). Informal discussions welcome.

Please email your CV and a letter explaining why you feel you should be considered for the role to:

JOB TITLE: Patient Services Manager
REPORTS TO: PRACTICE MANAGER
Hours: 30 hours / week (will consider full time - 36 hours)

Main Duties and Responsibilities

The duties and responsibilities to be undertaken include the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager dependent on current and evolving workload and staffing levels.

• The post holder will aid patients in a polite, sympathetic, and empathetic way, giving reassurances that all enquiries will be handled confidentially.
• The post holder will manage the Practice action plan to ensure we meet the needs of patients.
• To provide information about the Practices services and advise on how to make a formal complaint if a local resolution cannot be found or if requested to do so.
• To assist with Complaints and identifying areas that require change; through listening and responding to concerns of patients and families.
• Ensuring enquiries, concerns, comments, suggestions and compliments of patients and carers/families are recorded and dealt with appropriately.
• To work as part of a team, communicating with the team and ensuring a joined-up approach to improve the experience of patients and their families at the Practice.
• Be responsible for maintaining a positive practice image, including updating and managing the practice website and social media accounts.
• Ensure there is a functioning PPG, including scheduling and chairing Patient Participation Group (PPG) meetings.
• Produce quarterly newsletter.
• Must comply with NHS Complaints procedures, CQC & Health Service Ombudsman and contractual requirements for patient outcomes.
• Manage the Zero Tolerance policy.
• Submissions of mandatory data as required (eg monthly Family & Friends Test data, annual complaints submissions).
• Developing an effective communication strategy (eg through texting channels).
• Actively encourage & promote use of online services & NHS App.
• Monitor & manage frequent attenders / patient misuse of systems.
• Ensure Practice policies up to date (eg Complaints procedure).
• Waiting room media, health promotion noticeboards, etc.
• Practice leaflet.
• Maintain carers register & health promotions, etc.
• The post holder will be expected to align with the wider Practice strategy (mission statement).
• Respond to NHS Choices & Google reviews within 2 weeks.
• Work with outside agencies such as Healthwatch Harrow.
• Reporting for internal meetings / sharing findings.
• QI projects around patient access.
• Reporting on access data feedback to PM monthly.
• Acting as the complaints manager, ensuring complaints (from staff and patients) are dealt with in a timely manner and where necessary escalated to the next level.
• Point of contact for the Regional Complaints Teams.
• GDPR & Data Protection Administrator (update policies, guidance).
• And any other duties as required by the Practice Manager or Partners.

Key Performance Indicators (KPIs)

• All complaints dealt with as per policy.
• Reduction in number of complaints.
• Annual Ko4b1 submission.
• Completed action plan for improvements.
• Newsletter quarterly.
• PPG meetings quarterly.
• Record and maintain patient records, escalating issues where necessary.
• Develop, build and maintain good relations with Partners, Manager, clinical and non-clinical staff across the Practice.