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Quality and Patient Experience Manager
| Posting date: | 23 April 2025 |
|---|---|
| Salary: | £37,338.00 to £44,962.00 per year |
| Additional salary information: | £37338.00 - £44962.00 a year |
| Hours: | Full time |
| Closing date: | 30 April 2025 |
| Location: | Gateshead, NE8 1RQ |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A2671-25-0005 |
Summary
Complaints and Patient Experience Responsible for the management and handling of complaints and patient concerns To communicate complex information effectively with a wide range of staff including senior managers, clinicians and other internal and external stakeholders. Interpret analyse and share complex information including learning. Compose monthly reports including ad hoc requests regarding complaints and patient concerns and complaints, including themes and trends for internal and external use and for all levels of the organisation. Develop mechanisms to promote and maintain a culture of welcoming complaints and concerns and use this to make a positive change. Attend executive and operational management meetings Provide training to staff on the managing and handling of complaints and patient concerns Support the monitoring of wider patient involvement and experience delivery to improve care standards. Support the Business Manager and Quality & Contracts Manager with projects relating to wider aspects of patient experience. To work effectively to maximise positive publicity, both locally and nationally. This requires good teamwork and an organised approach to dealing with a diverse work plan often to tight deadlines. To ensure an effective relationship with multiple teams regarding positive and negative feedback, collation and feedback to correct teams and making full use of feedback received through all channels. Support the Executive Team to adopt and deliver best practice guidance on patient/service user involvement. Measuring patient experience and supporting staff to translate their results into meaningful practical actions to generate improvements in patient experience. Maintain control of all patient experience data and activity within the organisation, sharing ideas and initiatives and reporting as appropriate internally and externally. Support the Business Manager with facilitating listening events, focus groups and surveys, commissioning external agencies and/or supporting volunteers to hear the views of service users and their families. Organise and lead an annual meeting to review patient complaints and patient experience feedback Serious Incident Reporting and Monitoring Manage all SIRMS reports within the practice Carry out root cause analysis and put in place preventative and mitigation measures Liaise with other organisations to investigate and resolve incidents Organise and lead an annual SIRMS review meeting Production of Performance and Quality Information Ensure the Practice adheres to data quality legislation To provide support and training for current and new staff ensuring that data quality guidelines are understood and adhered to. To oversee the security and validation processes for the Clinical System. To ensure that training is provided for current and new Practice staff in the use of the Clinical System Support the production of monitoring information, reports and statistics for the PCN DES, LES and QOF.