To work as part of a combined team in managing and resolving patient complaints with compassion and professionalism. You will directly support complainants and staff, ensuring that concerns are handled effectively while driving service improvements across the Partnership. You will be at the forefront of patient experience, working closely with all team, to shape how we respond to patient concerns, in line with the Putting things right policy. You’ll develop expertise in NHS complaint handling and conflict resolution, contributing to learning from feedback and being a part of a culture that values openness and continuous improvement.
To present a calm, friendly and professional image to all patients and visitors to the practice. To maintain a high level of strict confidentiality on matters relating to the practice and its patients at all times in line with the Data Protection and GDPR Acts. You must be able to use your own judgement, be resourceful and able to work under pressure. You must have excellent communication skills. You must be reliable and flexible. You will be required to work at both sites.
The PRO will also champion quality and improvement programmes, confidentiality, collaborative working, service delivery, and learning and development, promoting a positive working environment. The post-holder will be an integral part of the general practice team and must be able to work independently and use their own initiative.
#J-18808-Ljbffr
