Based at Eaton Wood Medical Centre.
Working 25 hours per week.
Governance in primary care refers to the systems, processes, and accountability arrangements that ensure healthcare services are safe, effective, patient-centered, and continuously improving. It provides a framework through which primary care organizations, such as general practices, clinics, and community health services, are directed and controlled.
In practice, governance helps primary care providers demonstrate accountability to patients, regulators, commissioners, and the public. Its ultimate aim is to ensure that patients receive safe, effective, equitable, and high-quality healthcare services.
The role requires the ability to work closely with the governance team, understand the relevant processes and systems, and ensure that policies, regulations, and standards are upheld. The post holder will contribute to maintaining compliance and supporting the smooth, efficient, and high-quality delivery of services.
2. Key Duties & Responsibilities:
The Complaints Processor will:
- Receive all complaints
- Email the complaint to the appropriate surgery
- Allocate the complaint a reference number from the spreadsheet for each site
- Send an acknowledgement within 2 days of receipt of the complaint
- Start the first part of the feedback form
- Save all documents in Shared Drive under Governance and Complaints for each site
- Keep a check for when a response is due and chase the surgery appropiately
- Send a holding letter if complaint is taking longer than 4 weeks
- Liaise with sites to ensure complaints folders are to date and in sync with the central log
- Support the governance team in other aspects of general administration
Health and Safety
· To comply with the Health and Safety at Work etc. Act 1974.
· To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.
Equality and Diversity
· To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.
Risk Management and Clinical Governance
· To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives and all aspects of CQC implementation.
Confidentiality
· To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection Regulations 2018 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.
Safeguarding
· Whilst in post, staff are expected to acquire and update their knowledge on safeguarding as per the intercollegiate document requirements and MMP policies.
Professional development
· The post holder will participate in any training programme implemented by the practice as part of this employment
· To participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
General
· To undertake any other duties commensurate with the role, within the bounds of his/her own competence as guided by the attached management framework.
· To work across the various MMP sites as required.
- · In light of national policy and due to the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may effect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.
Pay: £12.71 per hour
Work Location: In person
