Clinical Records and Complaints Manager

Job Summary

We are a busy GP Surgery and the Clinical Records and Complaints Manager is key to enabling the smooth running of our operations.

Primarily responsible for the management of our patient records and our Operations Team as well as handling complaints in a compassionate and clear manner, ensuring that lessons are learned and quality improvements are implemented where needed.

Our medical records team are responsible for the management of patient referrals, receipt and coding of incoming letters and results, summarising new patient records and dealing with incoming post. As team lead, you will plan resources, assist with complex queries, lead the team and report on workload.

As Complaints Manager, you'll also be responsible for the management, investigation and resolution of formal complaints, however received, in a timely and consistent manner in line with the NHS Complaints Policy.

Main Duties of the Job

Core Responsibilities:

Complaints

• Investigate and respond to all complaints ensuring that investigations are thorough, transparent and open.
• Raise safeguarding or other concerns as appropriate.
• Record all complaints and produce regular reports summarising outcomes, areas of concern, and actions taken, and make quality improvement recommendations.
• Co-ordinate and lead regular meetings with the Complaints and CQC Leads.
• Support our Practice Lead with the management of Significant Events where appropriate.
• Maintain the Significant Event register.

Clinical Records

• Manage the Operations Team workload and resourcing.
• Deal with complex queries from the Operations Team.
• Monitor, action and update tasks on the clinical system (EMIS).
• Ensure that the team works within the boundaries of Practice policies and procedures, including those around Information Governance.

Skills

• Knowledge and practical experience of complaints/resolution management and its processes.
• Understanding of mediation and negotiation in the context of complaints management and investigation.
• Strong working knowledge of general practice systems EMIS preferred as well as other widely used software Docman, eConsult, Lexacom.
• Strong communication skills both written and verbal, including reporting, Excel, and organisation of information.
• Confident and comfortable with the use of digital technology, data and systems.

Person Specification

Qualifications
Essential

• GCSE grade A to C in English and Maths.
• Microsoft Office literate.

Desirable

• Experience of EMIS system.
• Experience of working in a GP Practice or similar environment.

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.

Employer Details
Employer Name
Montgomery - House Surgery
Address
Piggy Lane
Bicester
Oxfordshire
OX26 6HT
Employer's Website