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 developm