About The Role Are you passionate about delivering exceptional patient care and supporting healthcare services behind the scenes? Join us as a Patient Experience Administrator and play a vital role in enhancing the experience of patients using London's NHS 111, Out of Hours, and Clinical Assessment Services. You will be the first point of contact for patients and healthcare professionals raising complaints, compliments, or concerns. Using our dedicated system, Datix, you will investigate and manage feedback, ensuring timely, compassionate responses. Working closely with clinical teams and external partners, you'll help improve service quality by monitoring incidents and facilitating effective communication. Key Responsibilities: - Respond to patient complaints and feedback via phone and email in line with Practice Plus Group policies. - Manage and update cases on Datix, coordinating with managers to ensure timely resolution. - Investigate complaints by retrieving case notes, voice recordings, and audits. - Draft responses and reports for complaints and incidents for approval. - Process Subject Access Requests (SARs). - Liaise with the legal and senior management teams on potential litigation. - Monitor trends and share lessons learnt to support quality assurance. - Attend regular meetings with the London management and wider team. - Support patient surveys and produce monthly reports. - Provide administrative support as required. What you'll be doing • To ensure that complaints, feedback and incidents received by the service are acknowledged, managed and responded to in a timely manner, in line with Practice Plus Group Policy. • To be the first point of contact to manage incidents & complaints, responding to patient's complaints via emails or calls. • To act as a central point of contact, ensuring that all parties are kept informed of progress and any delays in response. • Liaise with external services to provide awareness and updates when required. • Speak with patients, users of the 111/Out of Hours & Clinical Assessment services and any relevant parties. • To carry out the investigation of complaints/HPF's/incidents including retrieval of voice recordings, requesting audits, Case Note records - adding all relevant information to Datix to ensure that all of the team have the correct information to investigate within the designated timescales. • To ensure that datix is kept up to date, and to liaise with the relevant managers to ensure that tasks and actions are managed and resolved in a timely manner. • To review and draft responses for complaints/HPF's/incidents ready for approval. • To monitor all actions created on datix to ensure that they are appropriately assigned and are evidenced where appropriate before the datix record is completed. • To process Subject Access Requests (SARs). • Inform Practice Plus Group Legal Team & Senior Management team of any complaints that may lead to negligence claims, or any litigation claims. • Using datix to complete reports, and ensure that trends and lessons learnt from feedback are cascaded to the team and included Quality Assurance Meeting reports/presentations. • To attend monthly meetings and feedback on NHS 111 incidents/complaints/concerns/HPFs and Subject Access Requests. Attending weekly meetings with the London management team. • Working alongside the PEA for the North West London contract to provide support when required. • Process Patient Surveys and produce monthly reports. • Any other administration duties required to support the team. What we'll look for in you • Be able to carry out the duties of the post and effectively use the required IT system • The post holder is required to possess a combination of knowledge, skills and experience to A- Level/Diploma level or equivalent standard. • Demonstrable experience relevant to the role • Attention to detail. • Good IT skills (Microsoft Office suite). • Ability to maintain confidentiality and act with a high degree of integrity. • Good analytical and data interpretation skills • Works well under pressure and able to organise workload to ensure deadlines are met. • Well-developed communication skills, both verbal and written. • Knowledge and experience of working within clinical governance systems and an understanding of issues associated with PALS, Incidents and Complaints management in the NHS. • Experience of working within a multi-professional / multi-agency environment. • Previous use of Datix for managing complaints, incidents and/or PALS