Complaints and Governance Officer

Job Title: Complaints and Governance Officer

Location: Northumberland, Any Valens Site

Salary: £22,554.00 per year

Job type: Full time/Part Time – Permanent.

Closing Date for Applications: Monday 5^th June 2023.

The Role:

Would you like to work at the heart of NHS Primary Care as part of a committed, dedicated team? We are looking for an enthusiastic, highly motivated candidate to join us in delivering a high standard of customer service to our patients.

Valens Medical Partnership is the largest family doctor-led GP Practice in the Northeast, looking after the healthcare needs of around 52,000 patients across Northumberland.

Our surgeries are situated in Ashington, Cramlington, Lynemouth, Morpeth, Newbiggin, Pegswood, Seaton Deleval and Seaton Sluice. You will have a main base and be able to travel to other surgeries to meet the requirements of the role

Full time hours are 37 per week, part time hours also available.

Main Duties:

This role will support the patient experience, with a key focus in relation to patient feedback and complaints. The role will also provide governance support within the team

1. You will be the first point of contact for our patients who wish to provide feedback to us. This will frequently involve telephone calls to our patients.
2. You will be responsible for the administration of a caseload of complaints and enquiries, formulating effective resolution by obtaining and collating necessary information and drafting responses for complaints received.
3. You will monitor the complaints mailbox and telephone line.
4. Maintain the Valens complaints register and ensure compliance with the complaints process, supporting with formal patient communication and complaints resolution. You will also liaise with clinicians to compile evidence for producing a formal response.
5. Coordinate complaints review meetings, and following meetings disseminate key learning points, ensure review of learning and changes recorded. Liaise with line manager on any follow-on actions.

Ideal candidate:

You will possess a confident and sympathetic nature when dealing with the public, excellent customer care and communication skills, and the ability to remain calm under pressure. Previous experience in a similar role within complaints, or a customer care environment would be an advantage, however full training will be given.

Benefits:

We offer excellent staff benefits and a positive, supportive working environment:

• Starting leave allowance of 5 weeks plus bank holidays which increases to 6 weeks with length of service
• Contractual sick pay which increases with length of service
• Option to join the NHS Pension Scheme with an employer contribution of 14.38%
• Flexible working opportunities
• Staff wellbeing initiatives throughout the year
• Regular training

Please click on the APPLY button to send your CV for this role.

Candidates with experience of: Complaints Handler, Customer Relations Advisor, Governance Officer, Governance Manager, Customer Service Advisor, Customer Care, Customer Complaints Advisor, Complaints Manager, Complaints Prevention, Customer Relations Manager, Consumer Complaints Handler, may also be considered for this role.