Sutton Coldfield Group Practice is on a transformation journey. Our goal is to significantly improve the service offered to our patients, to be “best in class” for G.P service provision and to be the provider of choice to the residents of Sutton Coldfield.

We are now looking for an experienced, Part-Time Complaints Handler / Lead to support us in addressing and learning from our patients’ complaints and feedback. You will be a patient advocate with the ability to positively interact with our teams to address patients’ concerns. A full job specification will be sent to you on application.

Job Role & Purpose
The objective of the Complains Handler / Lead is to ensure that all complaints and compliments received by SCGP are effectively managed, monitored and recorded. In addition, to identify trends and issues from complaints and ensure that these are fed back to the Service Delivery Manager to be addressed across SCGP. Key duties and responsibilities include:

Complaints Management

• Work with Partners/Doctors/Managers/Team Leaders to ensure that all complaints received by SCGP are appropriated managed and responded to
• Develop a standardised complaints management system to ensure that all complaints are logged, tracked, and managed within required timescales
• Maintain accurate records of complaints
• Work closely with the Social Media lead to promote the actions taken by SGCP to learn from patients’ complaints and feedback
• Meet with complainants, if required, to progress their complaints
• Act as SCGP’s complaints expert and advise Partners/Doctors/Nurses/Managers and Team Leaders in how to proactively respond to complaints as an opportunity to improve our services to patients.
• When required, to work with the clinical and administration teams to improve complaint responses
• To own and maintain the SCGP Feedback email inbox
• Prepare Board Reports at regular intervals on complaint trends and outcomes to ensure that the Board is fully sited on issues and their resolution
• Brief Managers/Team Leaders on lessons learned and changed required as a result of the feedback loop from complaints

Communications

• Prepare and present reports to Managers, GP Partners and other practice staff as requested
• Promote a culture of ethics and integrity across SCGP, ensuring staff are aware of their compliance obligations
• Deliver complex information in an engaging format
• Be an active and engaged team player, supporting the wider SCGP is its aims and objectives.
• Actively participate in team meetings
• Work with other teams across the organisation collaboratively to ensure a joined-up approach to our service delivery to patients

About the rewards
For the role of Complaints Handler / Lead we offer an excellent working environment, NHS Pension, and a supportive culture in which to work. The post is part time, 3 days a week to be agreed and can be offered on a hybrid basis.

The salary for the role of Complaints Handler / Lead is £30,000 per annum, pro rata for part time hours.

Education, Training & Experience Required

• Interacting positively with patients and their family and resolving issues informally when possible
• Maintaining complaint registers and complaints documentation in an appropriate manner
• Developing Board Reports in relation to complaint trends and analysis.

Abilities and Competencies

• Strong customer/patient advocate
• Excellent written and verbal communication skills.
• Ability to work on own initiative
• Confident decision maker
• Comfortable working with diverse clinical teams
• Excellent People Skills
• Excellent team player

If you feel that you have the skills and experience to fulfil this role and want to join us on our fast-paced transformation journey, we would be delighted to hear from you.

Please note
The closing date for applications is 05 April 2024 and to apply for the role of Complaints Handler / Lead, you must reside in and have eligibility to work in the UK.