Job Description

Patient Liaison:

To be an effective, accessible, and confidential support to service users and carers offering advice, support, and rapid resolution to clinical or other through liaison with appropriate Partners, managers, staff, service users and carers. To gather and respond to comments and compliments and manage the complaint resolution process to agreed guidelines and in line with National Policy. Regularly liaise and if necessary, jointly work more complex cases with Healthwatch and other advocacy groups. Build and maintain good relationships with clinical and non-clinical staff across the group to facilitate the complaints process and resolve problems, providing guidance to support other team members with complaint investigation.



Provide quarterly complaints reports and learning opportunities, suggesting improvements where appropriate to the Board and Managers. Communicate effectively and sensitively in difficult or emotive situations, and sometimes political environments, with complainants, their families, advocates and staff Manage the complaint resolution process from initial concern to outcome, providing accessible support to the individual throughout the complaints process, through one-to-one meetings, telephone conversations and in written form ensuring their needs are best met with reference to the Equality Act Empower individuals to communicate their issues, providing access in a variety of formats and delivering responses in appropriate formats including in clear English in line with easy read responses. Identify themes and trends that emerge through patient feedback such as online consultation, You and Your General Practice, Friends and Family and other surveys to support and influence future service direction and improve quality services. Monitor and evaluate the effectiveness of the complaints process and suggests improvements.



Maintain an accurate and comprehensive complaints log and learning log, ensuring that the organisation has a clear structured RAG rating system for review complaints. Sharing information through to operational meetings and facilitating a learning culture across the practice to constantly support the improvement of services delivered. Respond to external requests for complaints data from NHS England and the Commissioners regarding complaints within the specified time period. Handle complex and sensitive data, always ensuring adherence to the General Data Protection Regulations (GDPR), the Access to Health Records Act, and relevant compliance with Care Quality Commission (CQC) complaints standards.



To undertake other duties appropriate to the grading of the post as required. Must be able to work flexible hours. External Communication: This post will establish a network of contacts and relationships as part of their engagement and communications role. Act as the main focal point for the local patient participation group (PPG) and other community groups linked to the practice.



Support practice patient participation groups, liaising monthly with the relevant chair on practice issues and attending and supporting meetings when requested. Update the virtual PPG quarterly. Provide a quarterly overview to the PPG of general trends around patient feedback. Lead in the production of marketing materials, including leaflets, posters and newsletters in keeping with Beacons brand to promote specific services for a range of stakeholders Ensure Beacon meets statutory and regulatory requirements, including Patient Information Standards Ensuring the reputation of Beacon is protected and promoted through events and publicity materials Be responsible for managing the development and content of Beacons website and social media channels, ensuring they are lively, engaging, informative and appropriately targeted at the broad range of stakeholders Oversee the management and planning Beacons social media accounts to raise awareness of local activities, campaigns and services, including private services Develop a proactive approach to gathering good news stories and case studies, and converting these into news stories to be used internally and externally to promote the work of the organisation Delivering media monitoring, as well as tracking reach of website, social media messages and respond accordingly.



To work with the Patient Communications Assistant to develop public-facing health campaigns and information activities linked to local, regional or national initiatives to maximise patient reach and practice income, e.g. flu awareness, carer services To develop content on the Beacon website that helps patients and carers to engage in more self-care and shared decision making To prepare regular patient newsletters Internal Communications: Working with the HR officer to deliver the internal communications plan. Manage the Beacon Newsletter newsletter for staff. On a monthly basis in collaboration with the Junior Content Producer Apprentice.



Introduce and manage the new staff intranet. Supporting the organisation and promotion of internal events, to include conferences, roadshows, presentations Promoting organisational values and the Beacon and NHS brand to staff Health and Safety: Ensure all members of staff comply with the Groups health and safety policy Carry out risk assessments to comply with current Health and Safety legislation Ensure any health and safety concerns are reported to the Operations Manager To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities and rights The details contained in this job description are not exhaustive and may change as the post develops. Governance: Identify and record risks and issues, developing contingency plans with service and contract leads Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice.



The details contained in this job description are not exhaustive and may change as the post develops.