Senior Associate, Feedback and Incidents

We are seeking a dynamic and empathetic Senior Associate to support and develop the patient experience within our NHS Practice – GP at Hand. This position will play a critical role in ensuring effective, high-quality, and integrated support in the Governance area. The successful candidate will be responsible for managing both patient complaints and incidents, with a focus on providing single contact resolution, fostering shared learning, and ensuring patient safety and satisfaction.

Please note: This role will require you to attend the office 5 days a week in our Drummond Street, Euston office.

WHAT YOU’LL WORK ON

• Act as the primary point of contact for patient complaints and incidents, working towards swift, efficient resolution while ensuring that patient concerns are addressed with care and professionalism.
• De-escalating and solving issues – not allowing things to become complex and drawn out.
  Receiving, reviewing, logging, de-escalating and if needed sending out high quality written responses to patients in line with policy.
• Manage incidents in accordance with governance procedures, ensuring thorough investigation and timely reporting of findings to relevant teams.
• Ensure that incidents are resolved in a way that minimises risk to patients and the organisation, while identifying root causes and recommending preventative actions.
• Provide clear communication to patients, taking proactive steps to de-escalate issues and ensure a positive resolution.
• Promote shared learning across teams by identifying trends in complaints and incidents, suggesting improvements to processes, and preventing future occurrences.
• Ensure compliance with governance standards, policies, and procedures related to patient experience, complaint handling, incident management, and patient safety.
• Collaborate with other departments, such as clinical teams and administration, to implement improvements based on patient feedback and incident outcomes.
• Uphold a high standard of patient satisfaction, ensuring that all interactions are handled with empathy and care.

WHAT WE’RE LOOKING FOR

• Someone who is highly organised and methodical – able to work to strict timeframes
• Strong communication skills, with the ability to handle sensitive situations and communicate effectively with patients, staff, and stakeholders.
• Previous experience in a clinical or healthcare environment is preferred, with a focus on patient experience, complaints management, or governance.
• Ability to manage complex incidents and complaints, ensuring effective resolution and a focus on patient safety.
• Strong attention to detail and a focus on continuous improvement.
• Knowledge of relevant healthcare regulations, policies, and governance frameworks, including incident management protocols.
• Empathy and a commitment to enhancing the patient experience through every touchpoint.

WHAT WE OFFER

• Salary: £33,000 pa
• 5% employer pension contribution for 5% employee contribution
• Life Insurance 4x annual base salary
• Wellbeing programs
• Eye care voucher reimbursement (up to £20)
• Enhanced Maternity, Paternity and Adoption pay
• Up to £80 per calendar year towards noise cancelling headphones