Patient Services Manager

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COMMUNICATION

• Lead on the development and promotion of networking arrangements with external organisations and NHS bodies to embed Patient Services’ processes.
• Draft written responses to complainants from the Accountable Officer.
• Provide advice and support to staff and other individuals requiring information about the work of Patient Services, including PALS, complaints, claims, MP enquiries and FOI, interpreting regulations and guidance where appropriate.
• Communicate effectively with patients, relatives, and staff in difficult circumstances, including bereavement. This can include face to face, over the telephone, in writing and by email.
• Meet with complainants, representatives, or advocates, as necessary, to assist with the local resolution of cases.
• Act as a mediator between parties to promote the successful resolution of PALs contacts, complaints, and MP enquiries.
• Communicate face to face, verbally and in writing with difficult and vexatious persons, in line with policies.
• Deal with enquiries from other NHS bodies and external organisations on complaints issues.
• Discuss with clinical advisors any areas of concern arising from complaints or concerns.
• Maintain existing network arrangements with colleagues in other areas.
• Support the Head of Patient Services with the development of a range of information materials for services users describing the work of Patient Services and how they can raise a concern or complaint.
• Provide basic information to the public about local NHS services.
• Support the Head of Patient Services with the management of vexatious complainants.
• Provide and receive highly complex, sensitive or contentious information to service users as well as to large groups and meetings as and when required.

INFORMATION RESOURCES, ANALYSIS AND DECISION MAKING

• Analyse complex facts or situations, providing interpretation and a range of options and / or recommendations utilising computerised records.
• Responsible for the day to day management of Patient Services’ systems, ensuring compliance with statutory duties for the recording and reporting of all 
  activity.
• Support the Head of Patient Services in writing and presenting analytical and statistical reports using computer software, e.g. Microsoft Excel and Word, Datix, NHS Digital’s portal. These reports include activity levels, trends, 
  performance, progress, and the outcomes of cases, as well as advising of identified service improvements.
• Responsible for decision making for a range of highly complex issues where there may be more than one course of action.
  NHS GM Integrated Care - Template JDPS January 2023 5
• Use benchmarking and best practice information to inform stakeholders and relevant committees / boards.
• Ensure that all required data is recorded and readily available to feed into business as usual processes and systems.
• Ensure all information is managed in accordance with Information Governance policies.
• Ensure all personally generated information is recorded as per Patient Services procedures and policies. To support the Head of Patient Services with the collection and collation of key data, analysing, evaluating and interpreting data 
  findings to determine and implement effective progress of concerns and complaints.
• To support the Head of Patient Services with the collection and completion of the KO41a complaints statistics for submission to NHS Digital.
• To support the Head of Patient Services with the preparation of quarterly and annual Patient Services Reports, which include analytical and statistical information, trends, performance, progress, and the outcomes of complaints, 
  and advising of identified service improvements.
• To support the Head of Patient Services in producing and presenting reports, as and when required, including information about actions taken, outcomes and 
  service improvements.
• Provide analysis of data to highlight trends and high-level themes.
• To use judgement in determining workload priorities in the face of competing demands and the receipt of new cases, ensuring all statutory and individually 
  agreed timescales are adhered to.
• Interpret national legislation and regulations into local policies and procedures.
• Highlight areas of concern, monitoring trends and themes arising from complaints and PALS contacts, encouraging a lesson-learned approach that supports service improvements.
• Demonstrate the ability to appropriately and sensitively interpret, assess and act on a wide range of Patient Services cases, some of which may be complex in nature.
• Support the Head of Patient Services with the implementation of any regulatory decisions, e.g. Parliamentary and Health Service Ombudsman, Information Commissioner’s Office.

PLANNING & ORGANISATION

• Plan and organise a broad range of complex activities requiring the frequent adjustment of plans and risk assessing cases to allow for their reprioritisation to meet competing deadlines. This will include planning and initiating 
  investigations for complaints, PALS contacts, MP enquiries and claims as well as FOI requests, coordinating local resolution were appropriate and the implementation of action plans to support learning and service improvements
• Review procedural activity and identify weaknesses within Patient Services by monitoring current systems, putting forward plans and actions to ensure a high standard or service is always maintained.
• Organise the workload of the service to ensure the effective management of all cases and adhering to all statutory and individually agreed deadlines.
• Ensure that accurate and up to date case files are maintained for all PALS enquiries, complaints, claims, MP enquiries, FOI requests, and all other work within the service.
• Champion a customer-focussed approach and the delivery of a high-quality service that is responsive to the needs of service users.
• Make recommendations on the future development(s) of Patient Services.
• Appropriately challenge / promote learning through complaints.
• Deliver against agreed objectives.
• Support the Head of Patient Services with the development, embedding and supporting of robust governance arrangements for Patient Services.

PATIENT/CLIENT CARE

• Whilst there is no responsibility for patient care per se, the post holder will be in liaison with patients and or their relatives or carers, often addressing sensitive and complex issues.
• The post-holder will need to ensure that all issues or 
  concerns relating to patient care are managed effectively throughout the investigation processes, in line with associated policies, guidelines and within agreed timeframes, and in accordance with, as appropriate, the relevant Acts 
  too.
  • The post-holder will need to be able to assess complaints and escalate any concerns in line with relevant acts, breeches or codes of conduct, and act in the best interests of the patient at all times, (e.g. seeking the need for a safeguarding referral). 

POLICY & SERVICE DEVELOPMENT

• Support the Head of Patient Services with the development and production of policies, procedures and standard operating procedure covering the work of Patient Services.
  • Be familiar with policies on information management, confidentiality of patient records and the disclosure of identifiable patient information to third parties, as well as the use of non-identifiable information for reasons other than the purpose for which it was intended.
• Responsible for identifying areas of concern and recommending procedures and policies to limit or eliminate the recurrence of complaints and reducing risk.
  • Advise the Senior Management Team and other staff on the complaints legislation and regulations, claims procedures and Freedom of Information  legislation.
• Ensure the service is developed in a way that provides value for money and effectively manages risk.
• Work with advocacy organisations / representatives to help with service developments.
• Implement national policies and practices.

FINANCIAL & PHYSICAL RESOURCES 

• Responsible for the appropriate use and safety of office and IT equipment.
• Support the Head of Patient Services, service users and finance colleagues where ex-gratia payments for losses, etc or the payment of legal compensation expenses are made, as part of the resolution of a complaint or claim.
• Constantly strive for value for money and greater efficiency in the use of resources.

PEOPLE MANAGEMENT 

• To support the Head of Patient Services with the development and delivery of a Patient Services training programme, including the preparation of presentations and the implementation of training for senior managers on 
  complaints, concerns, claims, and FOI.
• Responsible for the day to day management of the Patient Services function.
• Regularly responsible for providing specialist complaints and FOI procedure, and relevant legislative training.
• Prepare Patient Services information and provide training to support the induction of new staff.
• Accountable for enabling resources within Patient Services to support matrix working with the aim of delivering broader project and programme objectives.

RESEARCH, DEVELOPMENT & AUDIT

• Undertakes audits of Patient Services activity, as necessary to own work.
• Devises surveys to regularly monitor service user satisfaction levels on the closure of each case.
• Interpret national guidance within health and social care, highlighting implications for Patient Services.
• Implement independent regulators’ decisions and assess the impact on policy / procedure.
• Support the Head of Patient Services in conducting and participating in internal and external audits when required.
• Responsible for developing knowledge and expertise within the service, in line with local and national policies, ensuring an ongoing awareness of new protocols and developments through attending relevant training courses