Job description

Job responsibilities

Key Responsibilities

• Manage a portfolio of complex, sensitive and high-risk patient complaints, acting as the first point of contact for patients, relatives, carers, staff and external stakeholders.
• Coordinate and oversee complaint investigations across clinical and non-clinical teams, ensuring responses meet NHS complaints regulations, statutory requirements and organisational timescales.
• Conduct impartial investigations by reviewing clinical records, statements and relevant documentation, working collaboratively with clinicians and managers to establish facts and identify root causes.
• Liaise with complainants throughout the process to clarify concerns, manage expectations, facilitate early resolution and provide appropriate updates.
• Draft clear, empathetic and evidence-based complaint responses for approval by senior management and GP Partners.
• Ensure compliance with NHS complaints guidance, UK GDPR, Data Protection, Duty of Candour, safeguarding and information governance requirements, escalating patient safety and safeguarding concerns appropriately.
• Analyse complaint themes and trends to identify risks, learning and opportunities for service improvement, producing regular reports and management information for governance meetings.
• Monitor actions arising from complaints to ensure learning is implemented and improvements are sustained.
• Build effective relationships with GPs, clinical leads, managers and wider patient-facing teams, as well as external organisations including ICBs, NHS Resolution, PHSO and CQC where appropriate.
• Provide advice, coaching and training to staff and managers on complaint handling, patient communication and effective resolution.
• Maintain accurate, confidential complaint records and databases, manage competing priorities and ensure all cases are progressed within required timescales.
• Support governance activity, audits, CQC inspections and service improvement initiatives relating to complaints and patient experience.

Person Specification

Qualifications

Essential

• Degree or equivalent experience in Healthcare Management, Business Administration or a related field
• Evidence of Continuous Professional Development (CPD)

Desirable

• Complaints Handling or Patient Experience qualification
• Investigation or Root Cause Analysis training

Experience

Essential

• Experience investigating and managing complex patient complaints, including sensitive or high-risk cases
• Experience producing investigation reports, timelines and evidence-based responses
• Experience working within NHS Primary Care / GP Practice and NHS complaints processes

Desirable

• Experience supporting governance, risk or quality improvement activities
• Experience liaising with ICBs, NHS Resolution, PHSO or CQC
• Experience providing advice, coaching or training on complaint handling

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

Shore Medical PCN

Address

Heatherview Medical Centre

2 Alder Park, Alder Road

Bournemouth

BH12 4AY

United Kingdom

Employer's website

https://shoremedical.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Primary Duties and Responsibilities

• Work independently and under indirect supervision, reporting to the Head of Nursing and Board of Directors.
• Take accountability for professional actions and work within the limits of competence, in accordance with NMC guidelines and professional standards.
• Provide patient assessment, treatment, screening, health education and clinical advice.
• Maintain NMC registration, revalidation and compliance with relevant legal and statutory requirements.
• Deliver nursing care in accordance with Practice protocols, procedures and agreed clinical guidelines.
• Work collaboratively with Practice Nurses, GPs and the wider Primary Health Care Team.
• Work within Patient Group Directions (PGDs) and Patient Specific Directions (PSDs), where applicable and within competence.
• Recognise when referral or escalation to senior members of the clinical team is required.
• Support colleagues and contribute to the effective coordination and development of Practice services.
• Maintain and develop clinical competencies through ongoing training, appraisal and continuing professional development.
• Promote effective communication and positive working relationships across the multidisciplinary team.
• Contribute to improving standards of care and identifying the health needs of the Practice population.
• Support the mentoring and development of Student Nurses and Health Care Assistants.
• Participate in clinical and Practice meetings.
• Contribute to service improvement, audit, research and quality improvement initiatives.
• Support patients who may be vulnerable and recognise and appropriately escalate safeguarding concerns.
• Manage own time, workload and resources effectively.
• Demonstrate an understanding of consent and relevant legislation, including the Mental Capacity Act.

• Undertake clinical procedures as agreed with the Head of Nursing and within individual competence.
• Provide urgent venepuncture, ECGs and nebulisers for clinicians when required.
• Follow infection prevention and control policies and all relevant clinical procedures to maintain patient safety.

• Provide leadership and clinical support for specific long-term conditions, including diabetes, COPD, asthma, hypertension and epilepsy, where appropriately trained and competent.
• Undertake routine and annual patient reviews and contribute to the maintenance of disease registers.
• Identify abnormalities or concerns during patient reviews and appropriately refer or seek advice from senior clinicians.
• Develop individual management plans in partnership with patients, carers and other healthcare professionals.
• Provide lifestyle advice, health education and support to help patients make positive changes to their health.
• Undertake opportunistic screening and health promotion where clinically appropriate.
• Support the Practice and Primary Care Network in achieving relevant quality and outcome targets.
• Maintain up-to-date knowledge and competence in chronic disease management.
• Participate in audit, research, service improvement and partnership initiatives relating to chronic disease.

• Assess, treat and monitor routine wounds, including traumatic wounds.
• Provide urgent wound care for acute trauma where required.
• Manage a range of wounds, including burns, surgical wounds, pressure sores and leg ulcers, within training and competence.
• Recognise signs of deterioration and infection and take appropriate action.
• Support the management of complex wounds and provide advice to patients and carers regarding wound care and healing.
• Undertake Doppler assessments where appropriately trained and competent.
• Follow infection prevention procedures and the local wound care formulary.

• Support the delivery of appropriate health screening across the Practice population.
• Recognise health concerns and gather relevant information for onward referral where required.
• Undertake routine monitoring and screening procedures where appropriately trained and competent.
• Promote participation in national screening programmes and provide appropriate health advice.
• Provide information and advice regarding breast awareness and signs and symptoms requiring further assessment.

• Provide contraception reviews and routine checks in accordance with relevant guidance and within competence.
• Support patients with menopause-related care, including discussion of HRT, benefits, risks and contraindications.
• Undertake regular reviews and refer to GP colleagues or other appropriate services where concerns are identified.
• Incorporate health promotion into routine consultations, including weight management, sexual health and breast awareness.
• Administer injectable contraception where appropriately trained and competent and in accordance with FSRH guidance.

• Undertake immunisation within appropriate training, competency and professional guidance.
• Maintain current knowledge of vaccination schedules, contraindications, clinical risk groups and booster requirements.
• Administer vaccines under appropriate PGDs or PSDs where trained and competent.
• Maintain accurate vaccination records and contribute to relevant Practice vaccination targets and audits.
• Provide patients, families and carers with clear information about the benefits and risks of vaccination.
• Ensure the safe storage, handling, rotation and disposal of vaccines and medicines, including maintenance of the cold chain.
• Maintain competence in relevant vaccination routes, including oral, intranasal, intramuscular and subcutaneous administration.
• Maintain up-to-date anaphylaxis and CPR training.
• Complete required immunisation training and ongoing professional development.

• Provide travel health advice and vaccination services where appropriately trained and competent.
• Assess travel-related health risks using current evidence-based guidance.
• Administer travel vaccinations under appropriate PGDs or PSDs where trained and competent.
• Maintain accurate records of vaccinations, required schedules, boosters and follow-up.
• Provide advice regarding travel-related illnesses, including malaria and dengue fever.
• Use appropriate evidence-based resources, including NaTHNaC, WHO and relevant UK travel health guidance.
• Provide specialist advice and support to colleagues where required.

Person Specification

Qualifications

Essential

• Registration on Part 1, 2, or 12 NMC Register Degree/Diploma in relevant discipline
• GCSE/A Level equivalent

Desirable

• Foundations in Practice Nurse Qualification Level 6 or 7

Experience

Desirable

• Previous experience of working within a Primary Care setting
• Ability to work with stakeholders to demonstrate collaborative working

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Shore Medical PCN

Address

Poole Road Medical Centre

7 Poole Road

Bournemouth

BH2 5QR

United Kingdom

Employer's website

https://shoremedical.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Clinical Responsibilities

• Provide a full range of medical services as defined in the core GMS contract and additional enhanced services where appropriate for 200 patients per session. This will include responsibility for tasks, letters, bloods, med 3, private medicals pertaining to your own list.
• In accordance with the Practice timetable, as agreed, the post-holder will make him/her-self available to undertake a variety of duties including surgery consultations, telephone consultations and queries, checking and signing repeat prescriptions and dealing with queries, paperwork and correspondence in a timely fashion.
• To record clear and contemporaneous computer-based consultation notes to agreed standards using System 1.
• Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation.
• Assessing the health care needs of patients with undifferentiated and undiagnosed problems.
• Screening patients for disease risk factors and early signs of illness.
• In consultation with patients and in line with current Practice disease management protocols, developing care plans for health.
• Providing counselling and health education.
• Admitting or discharging patients to and from the caseload and referring to other care providers as appropriate.
• Recording clear and contemporaneous consultation notes to agreed standards.
• Collecting data for audit purposes.
• Compiling and issuing computer-generated acute and repeat prescriptions
• Prescribing in accordance with the Practice prescribing formulary whenever this is clinically appropriate.

• Ensure available on site when clinical responsibilities require.
• Fair share of on call/go to GP responsibilities and remain present on site to end of session.
• Expectation of attendance at practice meetings if working on that day.
• Opt in/out to Shore Mentor Programme. This will be a 1 hour blocked out meeting quarterly.
• Occasional clinical support and cover for ANP, Paramedic and registrars with blocked out appointments to support.
• Opt in/out to be part of the Shore Visiting Team and Care Navigation.
• Awareness of and compliance with all relevant Practice policies/guidelines, e.g. prescribing, confidentiality, data protection, health and safety.
• Quarterly salaried GP meeting with hour of time blocked out from rota and hour during lunchtime.
• A commitment to life-long learning and audit to ensure evidence-based best practice.
• Contributing to evaluation/audit and clinical standard setting within the organisation.
• Contributing to the development of computer-based patient records.
• Contributing to the summarising of patient records and Read-Coding patient data.
• Attending training and events organised by the Practice or other agencies, where appropriate.

Person Specification

Qualifications

Essential

• GMC Registered MBBS or equivalent medical degree MRCGP
• Inclusion on the Performers List
• MPS/MDUS/MDDUS membership
• DBS Enhanced Check

Experience

Essential

• Worked within a UK GP Practice Working in Primary Care in an area with significant health problems
• EPS prescribing

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Shore Medical PCN

Address

Lilliput Surgery

Elms Avenue

Poole

Dorset

BH14 8EE

United Kingdom

Employer's website

https://shoremedical.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Person Specification

Experience

Essential

• Previous experience of working within a Primary Care Setting

Desirable

• Experience of working within a Primary Care Setting as a Phlebotomist

Qualifications

Essential

• GCSE/A Level equivalent

Desirable

• NVQ 3 in Phlebotomy

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

Shore Medical PCN

Address

Poole Road Medical Centre

7 Poole Road

Bournemouth

BH2 5QR

United Kingdom

Employer's website

https://shoremedical.co.uk/ (Opens in a new tab)