Reporting into the Head of Quality and Patient Safety (Governance), the Complaints and Patient Experience Lead will play an integral role in ensuring an excellent patient experience across our services and will be responsible for the overall patient complaint process.
The role is home-based but will involve travel across England to visit our sites, with occasional travel to our offices in Nottingham and London for meetings. It would be preferable if the role holder could drive.
Main duties of the job
The responsibilities include:
* Managing all stage 2 and stage 3 complaints, liaising with internal and external stakeholders to achieve resolution.
* Conducting analysis of themes, benchmarking against other organizations, and presenting findings to the Clinical Governance Committee.
* Owning and updating the complaints policy and information related to complaint data.
* Gathering patient feedback via annual surveys, delivering remedial and training sessions on complaints handling.
* Managing Patient Reported Experience Measures (PREMs), analyzing data, and supporting services to understand and improve PREMs.
* Collaborating with the Quality and Patient Safety Team on patient experience improvement initiatives.
* Producing reports on patient feedback, themes, and trends for various committees.
* Staying updated on external guidance in patient experience and feedback.
About us
Newmedica is a leading provider of NHS ophthalmology services in England, offering outpatient appointments, diagnostic testing, and eye surgery. We aim to improve lives through better sight and eye health, caring for thousands of patients annually across our clinics.
Our ambition is to grow significantly and establish a national brand. We are proud to be recognized as a Great Place to Work for the second consecutive year, reflecting our commitment to an outstanding employee experience.
Job responsibilities
Role Summary
The Complaints and Patient Experience Lead supports the Head of Quality & Patient Safety (Governance) in managing patient complaints, feedback reporting, patient engagement, and delivering improvement initiatives.
Key Responsibilities
Patient Reported Experience Measures (PREMs)
* Supporting services in understanding and collecting PREMs data.
* Preparing and analyzing PREMs data for commissioners.
* Benchmarking PREMs data against other organizations.
* Facilitating quality improvements based on PREMs data.
* Providing reports and developing policies for PREMs data collection.
Complaints
* Supporting services in managing stage 1 complaints through guidance and training.
* Managing investigations and response letters for all stage 2 and 3 complaints.
* Liaising with complainants and external agencies to resolve complaints.
* Producing annual complaints reports and analyzing complaint themes regularly.
* Benchmarking complaints against external organizations and delivering training on complaint handling.
* Administering and analyzing patient surveys related to complaints.
* Updating complaints policies and organizational information on websites.
Patient Feedback
* Leading how the organization collects and responds to patient feedback.
* Monitoring feedback scores and trends to target improvements.
* Collaborating with teams to enhance patient feedback response rates and satisfaction.
Reporting
* Analyzing data and presenting findings at committees.
* Producing regular and ad hoc reports on patient experience and complaints.
Other
* Staying informed on national guidance impacting patient experience and complaints.
* Participating in cross-functional projects and committees.
* Supporting development of a Quality & Patient Safety Strategy.
Person Specification
Qualifications
* Degree or equivalent qualification.
Experience
* Healthcare environment experience, especially in complaints and patient experience.
* Experience with investigations, complaint responses, and training delivery.
* Proficiency with clinical information systems and data analysis.
Skills and Knowledge
* Understanding of governance, CQC, and patient data collection.
* Excellent communication, report writing, and problem-solving skills.
* Ability to work independently and manage priorities effectively.
Salary is up to £60,000 depending on experience.
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