Patient Experience AdministratorinUpper PoppletoninUpper PoppletonPUBLISHED WED 12 MAR 2025

Job Summary

We are seeking to recruit a dynamic and committed Patient Experience Administrator who shares Haxby Groups values, to join the existing Clinical Governance and Patient Experience Team across Haxby Group.

If you can demonstrate a caring, compassionate, empathetic approach, with excellent communication and interpersonal skills, and an aptitude for organisation and problem solving, this role would be ideal for you and we very much look forward to hearing from potential candidates.

As an integral member of the Team, you will hold a commitment to providing quality focussed service provision, aiming to resolve queries, concerns and complaints quickly, effectively and in accordance with Haxby Group Policies and the NHS complaints regulations.

Candidates please note interviews are planned for 02 April 2025.

Main duties of the job

You will support coordination of a caseload of concerns and complaints, from the first point of contact with the complainant. The role involves building strong relationships with the people who use our service.

Your role will additionally support managers and other staff members, identifying opportunities where concerns and complaints can be resolved quickly and to the satisfaction of the complainant, as well as contributing to using appropriate methodology to carry out thorough investigations and write detailed response letters.

The successful applicant will be confident in communicating with staff at all levels internally and externally to maintain close working relationships and negotiate next steps in the complaints process.

We pride ourselves on our approach to continual learning and improving, striving to create a complaint handling service that reflects national best practice and to use every complaint as an opportunity to better understand and improve the quality of our services.

Successful candidates will receive competitive benefits, as well as ongoing personal development opportunities. Education and development are key to everything we do at Haxby Group, and we pride ourselves on providing exceptional training and professional development in a high-achieving environment.

About Us

We embrace diversity and talent in all parts of the organisation, and we value the strengths of the whole team. We also aim to be supportive of all our staff, and strive to achieve a strong balance, professionally, personally, and organisationally.

We are a leading primary care organisation that delivers high quality care from GP practices in York, Hull and Scarborough. Innovative and committed, we are at the forefront of developments within our field. We are well organised and deliver high quality care with a range of friendly and supportive staff.

Selection for Interview process

If you are applying through NHS Jobs, you will notice you are asked if you would like a guaranteed interview as part of the Two Tick disability scheme. Whilst this is an admirable government initiative, please be aware we are not signed up to this scheme. This is a question on the NHS jobs application form which is outside of our own control. Our own process ensures we consider candidates on the merit of their application only and we do not ask any questions regarding a disability as part of our selection process.

Date posted

11 March 2025

Pay scheme

Other

Salary

£12.60 an hour Pay progression dependent upon annual performance appraisal.

Contract

Permanent

Working pattern

Part-time, Flexible working

Reference number

A3172-25-0006

Job locations

Haxby & Wigginton Health Centre

2 The Village

York

YO32 2LL

Gale Farm Surgery

Front Street

Acomb

York

YO24 3BU

Huntington Surgery

1 North Lane

Huntington

York

YO32 9RU

New Earswick Surgery

White Rose Avenue

New Earswick

York

YO32 4AG

The Old Forge Surgery

The Green

Upper Poppleton

York

YO26 6EQ

Job Description

Job responsibilities

Duties And Responsibilities

• Ensure that incoming complaints are dealt with efficiently and in accordance with the business complaints policy and procedure.
• Assist with investigations, extracting information from online systems and databases where necessary.
• Assist with related audits and collating of reports.
• Present information and data to members of staff at all levels.
• Facilitate effective communication between patients, members the primary health care team, secondary care and others.
• Typing or editing of correspondence to patients, filing appropriately on the patients records and on the practice systems.
• Maintain and efficient records system for complaints and patient engagements.
• Manage incoming and outgoing post; keeping an accurate record of receipt dates.
• Assist with the facilitation of relevant meeting, creating diary invites and taking minutes when required.
• Assist the General Manager with patient participation groups (PPGs) and related administration.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
• Providing clerical assistance to Practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Ordering, re-ordering and monitoring of stationery and other supplies.
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy.
• Any other duties required in order to improve the patient experience and engagement in the practice.
  
  

Responsibilities

Job description Job responsibilities

Duties and Responsibilities:

• Ensure that incoming complaints are dealt with efficiently and in accordance with the business complaints policy and procedure.
• Assist with investigations, extracting information from online systems and databases where necessary.
• Assist with related audits and collating of reports.
• Present in