Relationship ManagerinSt ColumbinSt ColumbPUBLISHED THU 17 OCT 2024

We are looking for someone with strong communication and interpersonal skill to join our team. The successful candidate will be responsible for improving patient experience, complaint and feedback handling as well as practice service messaging.

We strive to provide a quality complaints service - ensuring every complainant has a quality experience of making a complaint, maximising the opportunity for resolution and also learning.

The role will motivate a team working in a challenging area, ensuring continuous improvement and development of the service.

As an integral part of our healthcare team, the Relationship Manager will be responsible for overseeing the management and resolution of complaints received from patients and the National Health Service (NHS). This role requires a deep understanding of NHS policies and procedures, excellent communication skills, and a commitment to delivering high-quality patient care.

Complaint Management:

• Receive, review and log complaints in accordance with NHS guidelines and regulations.
• Liaise with relevant departments and personnel to investigate complaints thoroughly ensuring that complaints are handled in a timely manner, meeting established deadlines and targets.
• Provide support and guidance to staff involved.

Investigation and Analysis:

• Conduct comprehensive investigations, gathering relevant information and evidence.
• Analyse complaint trends and patterns to identify areas for improvement.
• Collaborate with other departments to implement corrective actions and prevent recurring issues.

Communication and Engagement:

• Serve as a point of contact for complainants, providing empathetic and professional support throughout the resolution process.
• Communicate effectively with patients, families, and carers to address concerns and ensure their voices are heard.
• Foster positive relationships with internal stakeholders, including healthcare professionals and admin staff.

Documentation and Reporting:

• Maintain accurate records of complaints, investigations, and outcomes in compliance with NHS standards.
• Prepare regular reports on complaint activity, highlighting key metrics and performance indicators.
• Present findings and recommendations in regular complaint and SEA meetings.
• Complete the yearly KO41b primary care complaints submission.

About us

We are looking for someone with strong communication and interpersonal skill to join our team. The successful candidate will be responsible for improving patient experience, complaint and feedback handling as well as practice service messaging.

We strive to provide a quality complaints service - ensuring every complainant has a quality experience of making a complaint, maximising the opportunity for resolution and also learning.

The role will motivate a team working in a challenging area, ensuring continuous improvement and development of the service.

As an integral part of our healthcare team, the Relationship Manager will be responsible for overseeing the management and resolution of complaints received from patients and the National Health Service (NHS). This role requires a deep understanding of NHS policies and procedures, excellent communication skills, and a commitment to delivering high-quality patient care.

Key Responsibilities:

Complaint Management:

Receive, review, and log complaints in accordance with NHS guidelines and regulations.

Liaise with relevant departments and personnel to investigate complaints thoroughly and efficiently.

Ensure complaints are handled in a timely manner, meeting established deadlines and targets.

Provide support and guidance to staff involved in the complaint resolution process.

Investigation and Analysis:

Conduct comprehensive investigations into complaints, gathering relevant information and evidence.

Analyse complaint trends and patterns to identify areas for improvement within the healthcare system.

Collaborate with other departments to implement corrective actions and prevent recurring issues.

Communication and Engagement:

Serve as a point of contact for complainants, providing empathetic and professional support throughout the resolution process.

Communicate effectively with patients, families, and caregivers to address concerns and ensure their voices are heard.

Foster positive relationships with internal stakeholders, including healthcare professionals and administrative staff, to promote transparency and accountability.

Documentation and Reporting:

Maintain accurate records of complaints, investigations, and outcomes in compliance with NHS standards.

Prepare regular reports on complaint activity, highlighting key metrics and performance indicators.

Present findings and recommendations in regular complaint and Significant Event Meetings, with clinical and non-clinical staff in attendance.

Complete the yearly KO41b primary care complaints submission.

Training and Development:

Develop and deliver training programs on complaint handling, procedures and best practices for staff across the organisation.

Provide ongoing support and mentorship to all staff, helping them enhance their skills and knowledge.

Qualifications and Skills:

Bachelor's degree in healthcare administration, public health, or a related field

Previous experience in a similar role within the healthcare sector, preferably within the NHS.

Strong understanding of NHS policies, procedures, and regulatory requirements related to complaint management.

Excellent communication skills, both verbal and written, with the ability to interact professionally with individuals at all levels.

Proven analytical and problem-solving abilities, with a keen eye for detail.

Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.

Empathy, patience, and a genuine commitment to improving patient experience and satisfaction.

Note: This job description is intended to outline the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary to meet the needs of the organization.