Patient Engagement Officer

We have an exciting opportunity to join the Westgate Practice as a Patient Engagement Officer, working 25 hours per week. This is a standalone role reporting to the Business Manager.

We are looking for someone with excellent communication skills, strong interpersonal (people) skills and experience of dealing with customer complaints. You will ideally have worked within the NHS or other medical environment.

The purpose of this role is to manage and co-ordinate all aspects of patient communication.

You will be responsible for patient feedback, including complaints management.

In addition, you will be responsible for the co-ordination of the Patient Participation Group, working with the Partner lead and Chairperson, liaising with attendees and taking minutes of meetings.

You will also collate Significant Events forms and review these with the Partner lead. You will arrange and attend quarterly Significant event meetings, presenting data and trends to a multi-disciplinary team.

The Westgate Practice is a large friendly teaching practice based in Lichfield serving over 30,000 patients.

We are seeking to appoint a Patient Engagement Officer to join our busy but friendly and welcoming Business Support Team.

We have a commitment to staff CPD and offer a generous holiday allowance and NHS Pension.

Our Vision

Westgate Practice will deliver the very best health care to our patients, now and in the future.

Our Mission

Westgate Practice mission is tobe an outstanding general practice by delivering high quality care to all our patients, in a timely way and in an environment that meets the individual needsof our patients and staff.

Our Values
:

To be caring and compassionate,upholding the dignity and maintaining the confidentiality of each patientreceiving care.

Responsive

Provide a responsive service that patients can access when they need us.

To promote teaching and training, supporting our staff to develop their skills and cherishing our rolein training GPs of the future.

To share our vision, to learnfrom feedback, embrace change and be the best we can be.

Professional

To be professional andaccountable for our actions. To be open and responsible.

Fairness & Equality

To be fair and equitable withour patients, stakeholders and staff.

Value & Respect

To value & respect our patients, colleagues and stakeholders

Patient Engagement Officer (25 hours per week)

Reports to:

Business Manager

Job Summary:

To manage and deal with all aspects of patient communication, including PPG, complaints management, website information, and Significant Events.

• Responsible for the 'westgatepractice.feedback' email address checking daily for messages and dealing with these as appropriate
• To undertake regular checks of website information and update such as staff arrive and leave.
• Developing and implementing new and innovative ways to facilitate patient engagement
• Review patient services and monitor/uphold patient compliance

To deal with patient complaints in accordance with our patient complaint process and policy. To investigation and provide appropriate responses to patients. Where possible minimising formal complaints.

Annual KO41b submission

• Administration of Friends and Family Test (including submission of figures in CQRS) and other patient feedback
• Clinical Governance including handling of Complaints Policies/protocols developing and implementing policies relating to patient services
• To review and action feedback from Annual GP Practice surveys
• To consider patient surveys
• To arrange and set regular meetings with the PPG.
• To work closely with the practice partner lead for the PPG and Chair of the PPG
• To undertake reviews of PPG membership, structure and roles
• To produce, distribute and publish PPG minutes

Patient Communications

To be responsible for patient newsletters, content and publication

To manage the practice website and ensure a full review is undertaken and the practice is able to utilise the website to its fullest.

To inform patients of all Practice closures, PLT sessions and anything which may impact on services

To conduct monthly website review of information and to add relevant statements, practice news, newsletters and PPG minutes

To add patients communications to Practice Facebook Page

To communicate any local group meetings for CASS, Dementia, support groups via social media

Reporting

To produce monthly reports for Operations Committee meetings in relation to patient complaints received, website hits and usage, and any other as required (To be provided to Head of Practice)

To report Complaint data on a bi-annual basis

Check submitted forms to ensure all data required is recorded

Ensure all staff involved have contributed and are aware of the recorded Significant Event

Review all Significant Events with practice partner lead

Record all outcomes and learning

To arrange and set up quarterly meetings to discuss and review all Significant events.

Present data and trends quarterly to multi-disciplinary team

To keep an updated log of all…