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- Tasks: Manage patient communication and feedback, ensuring a responsive service.
- Company: Join the friendly Westgate Practice, serving over 30,000 patients.
- Benefits: Generous holiday allowance, NHS Pension, and commitment to staff development.
- Why this job: Make a real difference in patient care and engagement.
- Qualifications: Excellent communication skills and experience in customer service.
- Other info: Flexible working hours with opportunities for growth in a supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
We have an exciting opportunity to join the Westgate Practice as a Patient Engagement Officer, working 25 hours per week. This is a standalone role reporting to the Business Manager. We are looking for someone with excellent communication skills, strong interpersonal (people) skills and experience of dealing with customer complaints. You will ideally have worked within the NHS or other medical environment.
Main duties of the job
The purpose of this role is to manage and co-ordinate all aspects of patient communication. You will be responsible for patient feedback, including complaints management. In addition, you will be responsible for the co-ordination of the Patient Participation Group, working with the Partner lead and Chairperson, liaising with attendees and taking minutes of meetings. You will also collate Significant Events forms and review these with the Partner lead. You will arrange and attend quarterly Significant event meetings, presenting data and trends to a multi-disciplinary team.
About us
The Westgate Practice is a large friendly teaching practice based in Lichfield serving over 30,000 patients. We are seeking to appoint a Patient Engagement Officer to join our busy but friendly and welcoming Business Support Team. We have a commitment to staff CPD and offer a generous holiday allowance and NHS Pension.
Our Vision
Westgate Practice will deliver the very best health care to our patients, now and in the future.
Our Mission
Westgate Practice mission is to be an outstanding general practice by delivering high quality care to all our patients, in a timely way and in an environment that meets the individual needs of our patients and staff.
Our Values:
- To be caring and compassionate, upholding the dignity and maintaining the confidentiality of each patient receiving care.
- Provide a responsive service that patients can access when they need us.
- To promote teaching and training, supporting our staff to develop their skills and cherishing our role in training GPs of the future.
- To share our vision, to learn from feedback, embrace change and be the best we can be.
- To be professional and accountable for our actions. To be open and responsible.
- To be fair and equitable with our patients, stakeholders and staff.
- To value & respect our patients, colleagues and stakeholders.
Job responsibilities
Patient Engagement Officer (25 hours per week) Reports to: Business Manager Job Summary: To manage and deal with all aspects of patient communication, including PPG, complaints management, website information, and Significant Events.
- Responsible for the 'westgatepractice.feedback' email address checking daily for messages and dealing with these as appropriate.
- To undertake regular checks of website information and update such as staff arrive and leave.
- Developing and implementing new and innovative ways to facilitate patient engagement.
- Review patient services and monitor/uphold patient compliance.
- To deal with patient complaints in accordance with our patient complaint process and policy. To investigate and provide appropriate responses to patients. Where possible minimising formal complaints.
- Annual KO41b submission.
- Administration of Friends and Family Test (including submission of figures in CQRS) and other patient feedback.
- Clinical Governance including handling of Complaints Policies/protocols developing and implementing policies relating to patient services.
- To review and action feedback from Annual GP Practice surveys.
- To consider patient surveys.
- To arrange and set regular meetings with the PPG.
- To work closely with the practice partner lead for the PPG and Chair of the PPG.
- To undertake reviews of PPG membership, structure and roles.
- To produce, distribute and publish PPG minutes.
Patient Communications
- To be responsible for patient newsletters, content and publication.
- To manage the practice website and ensure a full review is undertaken and the practice is able to utilise the website to its fullest.
- To inform patients of all Practice closures, PLT sessions and anything which may impact on services.
- To conduct monthly website review of information and to add relevant statements, practice news, newsletters and PPG minutes.
- To add patients communications to Practice Facebook Page.
- To communicate any local group meetings for CASS, Dementia, support groups via social media.
Reporting
- To produce monthly reports for Operations Committee meetings in relation to patient complaints received, website hits and usage, and any other as required (To be provided to Head of Practice).
- To report Complaint data on a bi-annual basis.
- Check submitted forms to ensure all data required is recorded.
- Ensure all staff involved have contributed and are aware of the recorded Significant Event.
- Review all Significant Events with practice partner lead.
- Record all outcomes and learning.
- To arrange and set up quarterly meetings to discuss and review all Significant events.
- Present data and trends quarterly to multi-disciplinary team.
- To keep an updated log of all actions and outcomes.
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post. Flexibility is essential at all times to ensure that the Practice is well staffed, especially to cover holiday and sickness. Staff may be required to work at any of the Practices premises.
Changes in Primary Care: The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given.
Person Specification
- Experience in a clerical environment.
- Experience of dealing with customer complaints both verbal and written.
- Knowledge of EMIS computer system.
- Experience of managing a website.
- Previous employment in NHS or other medical environment.
Communication
- Articulate both in writing and verbally.
- Pleasant telephone manner.
Qualifications
- GCSE (or equivalent) in English and Maths.
Personal Qualities
- Excellent interpersonal (people) skills.
- Empathy.
- Use of initiative.
- Ability to work under pressure.
- Smart appearance.
- Flexible approach to workload.
- Team player.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Patient Engagement Officer in Lichfield employer: The Westgate Practice
Contact Detail:
The Westgate Practice Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Engagement Officer in Lichfield
✨Tip Number 1
Get to know the Westgate Practice! Research their values and mission so you can tailor your conversations. When you apply through our website, mention how your skills align with their commitment to patient care.
✨Tip Number 2
Practice your communication skills! As a Patient Engagement Officer, you'll need to articulate your thoughts clearly. Try role-playing common scenarios like handling complaints or presenting data to a team.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences at Westgate Practice and any tips they might have for your interview.
✨Tip Number 4
Follow up after your application! A quick email expressing your enthusiasm for the role can set you apart. It shows you're proactive and genuinely interested in joining the team.
We think you need these skills to ace Patient Engagement Officer in Lichfield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Patient Engagement Officer role. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role is all about managing patient communication, be sure to showcase your excellent communication skills in your written application. Use clear and concise language to demonstrate your ability to convey information effectively.
Highlight Relevant Experience: If you've worked in the NHS or a similar medical environment, make that front and centre in your application. We love seeing candidates who understand the healthcare landscape and can hit the ground running!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Westgate Practice.
How to prepare for a job interview at The Westgate Practice
✨Know Your Stuff
Before the interview, make sure you understand the role of a Patient Engagement Officer. Familiarise yourself with the responsibilities listed in the job description, especially around patient communication and complaints management. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since excellent communication is key for this role, prepare examples from your past experiences where you've effectively communicated with patients or handled complaints. Think about how you can demonstrate your interpersonal skills during the interview, whether through your tone, body language, or the clarity of your responses.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific situations, such as a difficult patient complaint. Prepare by thinking through potential scenarios and your approach to resolving them. This will not only show your problem-solving skills but also your ability to remain calm under pressure.
✨Engage with Their Values
The Westgate Practice has clear values around care, responsiveness, and professionalism. During the interview, align your answers with these values. Share personal anecdotes that reflect your commitment to patient care and how you embody these principles in your work.
