Complaints & Quality Assurance Manager

Be the first point of contact for all concerns / complaints received in the practice. Provide leadership and guidance to all staff, ensuring that they always adhere to relevant governance policies and procedures Manage your own caseload, including investigations and response writing. Co-ordinate responses for complaints, ensuring concerns are listened to, understood, considered, appropriately listened to and learnt from. Escalate complex and/or high-profile patient complaints to the Practice Manager and/or GP Partner Governance Lead. Report any significant risks or developments concerning complaints, seeking guidance and support when needed. Ensure familiarity of complaint database (GPTN), being able to run reports, when required, highlighting any themes / trends. To understand NHS complaints regulations, policy and processes, and other relevant guidelines to ensure compliance. Attend/Chair local resolution meetings with patients/carers. Support the GP Partner Governance Lead, arranging Significant Event Analysis (SEAs) meetings, taking minutes and embedding/sharing any organisational learning when required. Liaise with PALS / Advocacy services to ensure desired outcomes from complaints raised, in sometimes difficult situations, using influencing and persuading skills Assist with the execution of a comprehensive induction and ongoing training plans for all new and existing staff. Train and buddy/mentor staff when required. You will need to be focused on key targets; delivering responses against deadlines and other KPIs within the practice. To assist in the improvement of complaint delivery and working to exceed the PHSO NHS Complaint Standards. Attend Lunch & Learn meetings on a quarterly basis to discuss complaint themes, trends and support practice staff and the drive for complaint response quality. Develop a culture in which complaints are seen as opportunities for learning. Negotiate with complainant and agree the issues that require investigation, the desired outcomes and the timescale for each investigation. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding. Ensure staff, patients and the wider public know how to complain and address any barriers preventing this are addressed. Produce and annual complaints report to be shared with the Partners and wider practice. Identify and deliver team training where required. Monitor patient behaviour contracts and invoke the necessary measures when contracts have been broken, liaising with the Practice Manager when necessary for any patient removal from the practice list is required. Keep up to date with and contribute to any new developments in quality governance and compliance in line with best practice. Triangulate intelligence from various sources, such as audits, reviews, claims, coroners, incidents, patient experience etc. Monitor and assure on compliance with reports issued by external agencies such as CQC, NHSE, ICB etc. Be an integral part of the management team. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children Undertake all mandatory training and induction programmes. Act as a leader in support of the spectrum of clinical governance. Maintain a clean, tidy, effective working area at all times. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed. Working with the GP Partner Governance Lead to maintain, develop and implement all governance related policies, protocols and guidelines for General Practice. Support the Practice Manager with preparing information for regulatory visits such as Care Quality Commission. Attend and actively participate in practice management meetings Attend any external meetings pertinent to this role Support and participate in shared learning Participate in any audits as directed Job description Job responsibilities Be the first point of contact for all concerns / complaints received in the practice. Provide leadership and guidance to all staff, ensuring that they always adhere to relevant governance policies and procedures Manage your own caseload, including investigations and response writing. Co-ordinate responses for complaints, ensuring concerns are listened to, understood, considered, appropriately listened to and learnt from. Escalate complex and/or high-profile patient complaints to the Practice Manager and/or GP Partner Governance Lead. Report any significant risks or developments concerning complaints, seeking guidance and support when needed. Ensure familiarity of complaint database (GPTN), being able to run reports, when required, highlighting any themes / trends. To understand NHS complaints regulations, policy and processes, and other relevant guidelines to ensure compliance. Attend/Chair local resolution meetings with patients/carers. Support the GP Partner Governance Lead, arranging Significant Event Analysis (SEAs) meetings, taking minutes and embedding/sharing any organisational learning when required. Liaise with PALS / Advocacy services to ensure desired outcomes from complaints raised, in sometimes difficult situations, using influencing and persuading skills Assist with the execution of a comprehensive induction and ongoing training plans for all new and existing staff. Train and buddy/mentor staff when required. You will need to be focused on key targets; delivering responses against deadlines and other KPIs within the practice. To assist in the improvement of complaint delivery and working to exceed the PHSO NHS Complaint Standards. Attend Lunch & Learn meetings on a quarterly basis to discuss complaint themes, trends and support practice staff and the drive for complaint response quality. Develop a culture in which complaints are seen as opportunities for learning. Negotiate with complainant and agree the issues that require investigation, the desired outcomes and the timescale for each investigation. Ensure the accuracy of information, that all issues raised by the complainant are addressed in full and that information is written in a language that the reader can understand. Communicate sensitive or contentious information with tact, diplomacy and understanding. Ensure staff, patients and the wider public know how to complain and address any barriers preventing this are addressed. Produce and annual complaints report to be shared with the Partners and wider practice. Identify and deliver team training where required. Monitor patient behaviour contracts and invoke the necessary measures when contracts have been broken, liaising with the Practice Manager when necessary for any patient removal from the practice list is required. Keep up to date with and contribute to any new developments in quality governance and compliance in line with best practice. Triangulate intelligence from various sources, such as audits, reviews, claims, coroners, incidents, patient experience etc. Monitor and assure on compliance with reports issued by external agencies such as CQC, NHSE, ICB etc. Be an integral part of the management team. Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on Safeguarding Adults and Safeguarding Children Undertake all mandatory training and induction programmes. Act as a leader in support of the spectrum of clinical governance. Maintain a clean, tidy, effective working area at all times. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed. Working with the GP Partner Governance Lead to maintain, develop and implement all governance related policies, protocols and guidelines for General Practice. Support the Practice Manager with preparing information for regulatory visits such as Care Quality Commission. Attend and actively participate in practice management meetings Attend any external meetings pertinent to this role Support and participate in shared learning Participate in any audits as directed