Job Description

Background

Granta Medical Practices has been formed with the merger of five of the largest Practices in South Cambridgeshire; Sawston Medical Practice and Linton Health Centre, Barley Medical Practices, Shelford Medical Practices and Royston Health Centre. We provide medical services to 59,000 patients with a dedicated and enthusiastic team of clinicians and support staff over 6 sites.

We are pioneers in gaining the advantages of scale whilst maintaining the best of site based work in smaller teams. Our PCN was formed following the partnership-merger of several highly respected practices into a single practice. We aim to look after our population like 'traditional' general practice but with the resources of a fully integrated PCN consistently behind you. Our multidisciplinary cross site team helps guide the right issue to the right professional first time - enabling GPs to enjoy being GPs. We are just the right size and are committed to shaping and delivering excellence in primary care for our patients whilst being sustainable and rewarding for our fantastic team.

We are proud to be one of a select percentage of practices nationally to hold a CQC 'outstanding' rating over sequential inspection cycles.

Job Summary:

We are seeking a compassionate, organised, and proactive

Complaints Officer

to join our GP Practice team. In this role, you will be responsible for managing and resolving patient complaints efficiently, ensuring a high standard of patient care and service quality. You will act as a key liaison between patients, clinical staff, and management to address concerns and improve overall patient satisfaction.

Key Responsibilities

Receive, acknowledge, and investigate patient complaints in a timely and professional manner. Liaise with patients, clinical staff, and external bodies to gather relevant information regarding complaints. Provide clear, empathetic communication with patients throughout the complaints process. Ensure complaints are handled in accordance with NHS guidelines, GDPR, and practice policies. Prepare detailed reports on complaints trends and outcomes for the CEO and clinical team. Identify patterns in complaints and recommend service improvements to reduce recurrence. Support clinical staff with training or guidance on handling patient concerns. Maintain accurate records of complaints, investigations, and outcomes. Work collaboratively with the wider practice team to uphold high standards of patient care and confidentiality. Attend relevant meetings and contribute to continuous quality improvement initiatives.

Skills and Qualifications

Previous experience in complaints handling, preferably in a healthcare setting such as a GP Practice or NHS environment. Strong understanding of NHS complaints procedures, patient rights, and data protection regulations. Excellent communication skills, both written and verbal, with the ability to handle sensitive situations tactfully. Empathy, patience, and the ability to remain calm under pressure. Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously. Problem-solving skills and the ability to recommend effective solutions. Proficiency in IT, including Microsoft Office and patient record systems. Relevant qualifications or training in customer service, complaint handling, or healthcare administration are desirable.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this , the post-holder may have access to confidential information relating to patients and their carer's, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize people's needs for alternative methods of communication and respond accordingly
Job Type: Full-time

Pay: 29,250.00-33,000.00 per year

Benefits:

Company pension Free flu jabs On-site parking
Work Location: In person