Patient Relations and Quality Support Senior Officer

Job Description

The Clinical Commissioning Group lies within the boundaries of the East Riding of Yorkshire covering 1000 square miles of rural, urban and coastal geography and is responsible for the commissioning of healthcare services for the majority, but not all, of the East Riding of Yorkshire population (the Pocklington population are the responsibility of the Vale of York CCG). As such we work closely with our neighbouring CCGs to promote consistency of commissioning with our major provider organisations and with East Riding of Yorkshire Council to ensure that we are jointly commissioning and transforming services to improve the overall health and wellbeing of our population.The CCG consists of 36 GP Practices who have come together to jointly commission services for their patient populations.We aim to use Clinical Commissioning to drive the transformation of local services to better meet the needs of our resident population. This will be achieved whilst continuing to work within the national operational guidance which underpin the wider aspirations, and delivery, of the NHS.Vision and Values The CCG, along with the Health and Wellbeing Board, remains focused upon its vision to provide ‘Better care, more locally, within budget through transformation’ with the underlying premise that ‘Everyone needs to do something different’ to improve health and healthcare, including patients, carers, clinicians, wider public, healthcare professionals and social care professionals.This vision is supported by our organisational values of effective partnership working, ensuring everyone counts, providing quality services, effective leadership and integrity, ensuring we involve and continue to improve in the way we behave as an organisation to achieve our vision.The Patient Relations Service including a Patient Advice and Liaison Service (PALS) will provide a responsive support to patients, relatives, carers and staff. The post holder will play a key role and will be responsible for providing high quality senior officer support to key areas within the CCG Quality Team, predominantly delivering a high quality Patient Relations service including a Patient Advice and Liaison service (PALS) and complaints resolution service.The post holder will deal directly, in person and for all modes of incoming communications, with patients and public, partner CCGs, independent contractors and other healthcare professionals, by telephone or in correspondence. The post holder is responsible for the efficient handling of patient compliments, comments, concerns and complaints, ensuring that recording systems are maintained, all issues are acknowledged and appropriate investigations are undertaken in line with local and national guidance and to locally agreed deadlines.Receive complex, sensitive and contentious information relating to patients, their families and carers and provide a comprehensive, confidential administrative and response service relating to patient’s issues. The post holder must be understanding and empathise with patients and/or service users who may not welcome the outcome of their complaint investigation.The post holder will work as part of the Quality Team, delivering a high quality service, including (but not restricted to):-

Manage a nominated caseload of formal complaints, concerns and comments (written, by email and via telephone), liaising with healthcare professionals, primary care contractors and other organisations to ensure that all issues are properly investigated and responded to. This may include challenging responses received from colleagues and other organisations to ensure that all issues are responded to appropriately.

Support patients and public to access the NHS Complaints Procedure, including taking statements of concerns over the telephone, in face-to-face meetings at a variety of locations.

Organising multi-agency case conferences as required for complex cases.

To respond appropriately to the emotionally demanding aspects of dealing with patients/carers in distress, or with any unpredictable aggressive behaviour displayed by patients/carers/ relatives unhappy about some aspect of their care or trust service.

Monitor data, information and trend analysis on issues on Patient Relation and Incident activity, and to generate reports, highlighting problem areas and make judgements from numerous options to advise of any service improvements or actions taken and lessons learned as a result.

To introduce and develop streamlined processes for the monitoring of actions resulting from the submitted Incidents, and their recommendations.

The post holder will liaise with lead managers and teams across the CCG to ensure that the Incidents raised follow due process. The post holder will be responsible for ensuring that Incident updates are received/completed within the agreed timeframes.

Ensure that quarterly and annual data for any Department of Health returns is complete and accurate.

Type correspondence to patients, members of the public and professional colleagues. Compilation of complaint investigation questions. Updating complaint case files with an audit trail of consent sent/received, provider responses received etc.

Support the CCG Quality Directorate with work or projects which have a patient focus.

Provide officer support to the CCG Quality Team; undertake routine report compilation as required by the Quality & Patient Safety Manager; analyse themes and trends and provide recommendations/insight for inclusion in Quality reports

Provide short-term support within the Quality team to ensure continued delivery of high-quality services and smooth transition when changes occur within the team.

For an informal discussion please contact Deborah Waite on /