Complaints and Patient Feedback Manager

Thanks for stopping by! We’re Doctor Care Anywhere: a leading digital platform, with a clear vision to be the primary care provider of choice for digital healthcare – and that all starts with our brilliant team.

We are the UK’s largest private provider of telehealth services. We work with insurers, healthcare providers and corporate customers to provide healthcare services to more than 2 million patients every year. From doctors and designers to software developers and marketers – we’re proud of our people, who love working together to enhance patient experiences for the better. It’s why every year, we help over 2 million people speak to a GP or ANP by video or phone, anywhere in the world.

Our story started back in 2013, and as we continue to grow, we’re looking for the very best talent to help us achieve our ambitious goals. If you’re highly motivated and would love to work with us as we continue to grow, then we would love to hear from you.

Your new role: The Complaints and Patient Feedback Manager will play a vital role within Doctor Care Anywhere, providing a key point of contact for complainants. The post holder will develop good working relationships with clinical and non-clinical teams. Providing complainants with clear support and guidance as needed, and facilitate handling of the complaint to ensure that, using information provided other colleagues within DCA following investigation, their questions and concerns are adequately addressed.

To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to complainants, recognising and learning from themes and trends.

The post holder will continually review the systems in place to improve the efficiency of the service and the learning from complaints. The post holder will identify potential/actual risks associated with complaints and liaise with appropriate personnel within DCA.

Salary: £40,000 per annum

Applications for this position will be closing 25/03/2024

Requirements

• Ensure the accurate recording, tracking, monitoring, reporting and analysis of all clinical and formal complaints.
• The post holder will investigate clinical and formal complaints thoroughly within a timely fashion; communicating respectfully and empathetically with complainants and service(s) within timescales as per the DCA Complaints Policy.
• Manage all the patient satisfaction and feedback channels, collating information from feedback, analysing feedback and identifying trends and themes to generate actions to improve service delivery/patient experience, reporting to the relevant governance committees.
• Lead the effective development and implementation of complaints procedures across DCA, in liaising and improving the delivery of DCA’s patient focused approach in delivering services.
• Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
• Investigate complaints including reviewing and assessing documents and requesting statements from individuals or teams involved.
• Responsibility for a caseload of clinical and formal complaints, from initial contact to liaising with and advising other DCA colleagues who are responsible for providing investigation reports and participation in the development of complaints responses.
• Analysing information provided and obtained during an investigation and assessing it in determining the validity of a complaint.
• Drafting a response letter or report that addresses all the issues raised by the complainant and presenting complex arguments comprehensively and clearly.
• To work in partnership with DCA colleagues and other external stakeholder/agencies to ensure efficient handling of complaints.
• Review information received from DCA staff carrying out the complaints investigation to ensure that evidence of lessons learned has been included.
• Responsible for keeping up to date with changes to procedures and processes on a regular basis.
• Contribute to the mechanism that will ensure recommendations and actions from external stakeholder and regulators are fully implemented, monitored and reported to the relevant personnel
• Escalate any stage 1 complaint that remains unresolved to the Head of Quality and Clinical Governance.
• Monitor the number of stage 2 complaints received in relation to caseload.
• Liaise with CEDR for any complaints that require to be escalate to stage 3.
• In response to patient feedback or on a proactive basis, engage with patients and DCA colleagues in order to improve the patient experience through continuous business improvement.
• To advise and liaise with DCA colleagues at all levels and external partners on good practice and development on complaints handling.
• Provide training for all appropriate DCA staff in best practice with regard to the effective management of complaints and patient feedback through the most effective and appropriate means.

Experience/Attributes:

• Educated to degree level or equivalent level of education, training or experience
• Qualification in patient safety, Incident investigation, governance, risk management at level 2 or above
• Evidence of ongoing professional development
• Experience of working in a healthcare setting
• Demonstrable experience of the successful management of complaints within a healthcare setting
• Current knowledge of the healthcare governance and regulation
• Experience of working in multidisciplinary teams
• Experience ensuring lessons identified from complaints and patient feedback are turned into appropriate, realistic and achievable actions.
• Ability to write professional reports to a high standard which require consolidating complex information from a variety of sources
• Ability to work with people from a variety of backgrounds clinical and non-clinical in highly emotionally charged situations and remain calm and gather information
• Excellent negotiation skills
• Excellent IT and keyboard skills
• Experienced in using Microsoft programmes such as word, excel, teams etc
• Good time management skills ability to deliver to deadlines
• Excellent communicator and presentation skills
• Passionate in improving the way we work with each other, particularly focusing on empowerment, equality diversity and inclusion of our staff, patients and service users
• Able to work on own initiative and prioritise
• Passionate about patient safety and quality improvement

Desirable

• Evidence of further training or experience working in healthcare complaints management
• Current and recognised clinical registration (e.g. NMC, GMC, HCP)

Benefits

We understand the importance of good health and happiness for our patients and our team is just the same. You should expect to be as supported and valued being a member of our team and have the freedom to make the most of your role and career with us! When you’re part of the team you will have access to:

🩺 Free Private Medical Insurance: We've got you covered!

👩‍⚕️ Doctor Care Anywhere subscription: For you and 5 of your loved ones, Get ready to enjoy health consultations on the go!

💰 Company Bonus: We love rewarding our team for their dedication and achievements.

🏝️ 25 Days Holiday + Bank Holidays: You've earned it! Enjoy time off to recharge, explore, and make incredible memories.

🎁 Birthday Day Off: Go and celebrate however you like!

🧘‍♂️ Buy' up to 5 days of additional annual leave (FTE) as part of our focus on health and wellbeing

🌈 Charity Days: Join us in giving back to the community! We're all about making a difference together.

👶 Enhanced Maternity and Paternity Pay: We've got your back with extra support during this special time.

🤝 Life Assurance: Peace of mind for you and your loved ones.

🚴 Bike2Work Scheme: We love an eco-friendly commute!

🌐 Cross-Team Collaboration Opportunities: Join the fun in our autonomous work environment with plenty of chances to collaborate and shine.

🏡 Remote/Flexible Working: Work where you're comfortable, and we'll even help you set up your home office!

🚀 Development Opportunities: Get ready to grow, learn, and make strides in your career!

Doctor Care Anywhere is committed to safeguarding and promoting the welfare of its patients and expects all Colleagues to share this commitment. This post is subject to satisfactory DBS and reference checks.