Care Co-ordinator / Operations & Resolutions Administrator
| Posting date: | 29 May 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 30 June 2026 |
| Location: | Derby, DE21 7RJ |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A2414-26-0003 |
Summary
1. To act as Care Co-Ordinator / Operations & Resolutions Administrator to the Practice Manager and Team. 2. To proactively assist in the administration function to ensure that a smooth and efficient service is provided. 3. Provide minute taking support for meetings as requested. 4. Establish action tracking for meetings and ensure that actions are completed by the required deadline as requested by the Practice Manager. 5. Accurately type documents ensuring a professional image is portrayed at all times. 6. Arrange internal and external meetings for all members as directed. 7. Ensure that appropriate arrangements are made to facilitate these meetings either via MS Teams or via face-to-face. 8. Collate and maintain a register of all gifts received into the practice and send appropriate thank you letters. 9. Ensure required data is submitted within deadlines. 10. Manage practice processes (i.e. Significant Events) ensuring relevant documentation and recording on notes has been completed. 11. Responsibility for complaints, managing the process and ensuring responses sent within timeframes. 12. Work closely with all staff, to provide a timely and effective complaints investigation process. 13. Coordinate complaint investigations and provide a quality, comprehensive, concise unbiased report within the allocated timescale, facilitate action plans for improvements where appropriate. 14. Work collaboratively on joint complaint investigations with the relevant investigators. 15. Undertake the initial contact with the complainant to identify and agree the complaint resolution for the complaint investigation and take formal minutes of meetings with complainants. 16. Undertake interviews with staff involved in the complaint. 17. Ensure the findings and recommendation of the investigation are discussed and agreed with the responsible managers. 18. Draft response letters on behalf of the Practice Manager and with involvement of the staff involved. 19. Complete a comprehensive investigation within the agreed timescales. Being able to separate facts from disputed events and obtain evidence to support the findings. 20. Ensure the complainant/patient is kept up to date with the progress of their investigation. 21. To be able to communicate complex, highly distressing and sensitive information in an appropriate manner in writing, in person and by telephone. 22. Maintain systems for recording and reporting of ongoing complaint investigations. 23. Ensure the complaints database, is kept up to date with the cases. 24. Quality checking of draft responses, against agreed resolution plans, to ensure that responses provide the required level of accuracy and detail. 25. Make sure every patient communication channelsuch as Facebook, the website, and TV screensis current and updated. 26. Coordinate practice closures for QUEST sessions, ensuring notifications are communicated through posters, telephone, website, and Facebook platforms. 27. Gather data from Family and Friends feedback, organise it into graphical formats, and analyse the results to identify trends and patterns. Compare these findings with previous datasets to determine any consistent developments over time. 28. Responsible for updating patient registers (such as End of Life, Palliative Care, and Priority Patients) and coordinating additional care by liaising with General Practitioners and other healthcare professionals, including Social Prescribers, District Nurses, and Palliative Care Nurses. 29. Understand the Zero Tolerance Policy, identify breaches, coordinate with management, and take appropriate action. 30. Foster a strong relationship with members of the Patient Participation Group (PPG) by organising regular meetings, recording minutes, and following through on any necessary actions. 31. Facilitate communication with General Practitioners and patients, accurately document meetings, and complete communication passports to maintain accessibility for all individuals. Proactively identify potential barriers to accessing primary care based on specific needs, such as neurodiversity or mental health conditions. 32. Collaborate with external organisations, including coroners and Integrated Care Boards (ICB), to ensure patient care remains the foremost concern and that subsequent actions, such as investigations, are properly coordinated and executed. 33. To provide the Practice Manager with relevant data needed for annual audits. 34. The Care Co-Ordinator / Operations & Resolutions Administrator may be required to undertake other duties not specified within the job description but within the general scope of the post, as determined by the Practice Manager.