Job Description

Practice Plus Group are searching for an astute Administrator to join their busy Out of Hours (OOH) service in North West London.
The successful candidate will support with administration across London's 111, Out of Hours and Clinical Assessment Services Support with the investigation and response to all complaints, compliments, healthcare professional feedback (HPF), incidents and concerns that are received for the region using our dedicated software, Datix.
You will ensure all complaints, feedback and incidents received by the service are acknowledged, managed and responded to in a timely manner, alongside carrying out investigations into complaints, incidents and HPF's. This will include retrieval of voice recordings, requesting audits, case notes and all relevant information.
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
Key Skills
Knowledge and understanding of the NHS 111 service and pathways.
Compassionate and able to interact with patients and healthcare professionals.
Work effectively and accurately.
Ability to work to deadlines and prioritise work load.
Handle difficult situations in a calm, effective and professional manner.
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.
Location
South West London OOH
Position
Administration and Business Support
Advertising Salary
Not Specified
Vacancy Type
Permanent
Schedule Type
Full Time
Rewards & Benefits
Flexible working
Physical and mental health support
Refer a friend scheme
Blue Light Card, Boundless card and Costco membership eligibility
Award winning ED&I programme
Training & Development
Tailored CPD training delivered via our bespoke Learning Management System.
Extensive training courses accessible via Practice Plus Group Skills Academy.
Great development and career progression opportunities.
At Practice Plus Group, we currently deliver more than 70 different healthcare services across the UK with some of these services being rated 'outstanding' by the CQC. Our healthcare services include hospitals and surgical centres and we are proud to be the UK's leading independent provider of healthcare services in over 40 prisons. We also lead the way in the design and delivery of Integrated Urgent Care.