Patient Experience Administrator
| Posting date: | 23 April 2025 |
|---|---|
| Salary: | £12.47 to £13.33 per hour |
| Additional salary information: | £12.47 - £13.33 an hour |
| Hours: | Full time |
| Closing date: | 19 May 2025 |
| Location: | Hedon, HU12 8JE |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1637-Apr-2025 |
Summary
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.