Who are we?
Newmedica are one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We aim to change lives through better sight and eye health.
We care for thousands of NHS and private patients a year in our specialist eye clinics across the country. We have significant growth plans over the next few years as we look to establish a national footprint and open many new sites across the UK.
We are thrilled to say that following an independently conducted survey of Newmedica colleagues, we have been certified as a Great Place to Work®. This is a global benchmark that recognises employers who create an outstanding employee experience.
Overview of the role
Reporting into the Head of Quality and Patient Safety (Governance), the Complaints and Patient Experience Lead will do exactly as the title suggests and will play an integral role to ensure an excellent patient experience across our services, as well as being responsible for the overall patient complaint process.
So, what will I be doing?
There are several areas of responsibility in the role:
In terms of the complaint management process, you’ll be responsible for managing all stage 2 and stage 3 complaints – this will involve liaising with a range of internal and external stakeholders to achieve resolution. As part of a preventative programme you will conduct analysis of themes, benchmark Newmedica against other organisations and present the findings to the Clinical Governance Committee.
You’ll own the complaints policy and update information for internal and external audiences regarding complaint data. You’ll obtain feedback from patients via the annual complaints survey, and you’ll deliver specific remedial training where issues are identified, as well as delivering complaints handling training across all our services.
You’ll also take responsibility for Patient Reported Experience Measures (PREMs). You'll collate and analyse the data. A big part of this work will be supporting services to ensure they understand PREMs, delivering training where needed.
You’ll work closely with the Quality and Patient Safety Team regarding analysis of themes and to facilitate on-going patient experience improvement initiatives across all our Services You’ll produce quarterly and annual Patient Feedback Report and in addition you’ll keep abreast of external guidance or developments in the patient experience and feedback arena, making sure that Newmedica is always on the front foot.
In short, you’ll be a real subject matter expert and an advocate for all areas that the role touches. You’ll really enjoy resolving problems and will thrive on patient interaction.
The role is home based but will involve travel across England, to visit our sites and occasional travel to our offices in Nottingham and London to attend meetings. It would therefore be preferable if the role holder could drive.
What experience do I need?
This is a role for someone who already has significant experience in the world of patient experience and complaint management, ideally in healthcare, whether that be an NHS or independent setting. However, if you come from a customer focused, service environment where you have managed complaint processes you may have the transferable skills we need.
You'll have a robust understanding of all things clinical and corporate governance related and will have a thorough working knowledge of the health care regulatory environment. As part of that it goes without saying you’ll be well versed in CQC requirements.
You’ll love data and have experience of analysing information from a variety of sources and producing well-written and accurate reports and recommendations.
You’ll possess gravitas and have confidence when dealing with a range of stakeholders, feeling comfortable presenting data to senior managers and external organisations.
What can we offer you?
For more information or for the full job description, please contact joinus@newmedica.co.uk
Our employment offers are subject to receipt of satisfactory pre-employment checks. Applicants must have the right to work in the UK and a Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
At Newmedica, we actively promote diversity and equal opportunities, and we are committed to this in both the running of our services and how we recruit our staff. We actively encourage applications from everyone with the essential requirements of the job, regardless of any protected characteristics.
Newmedica is fully committed to safeguarding the welfare of all people, irrespective of gender, age, disability, sexual orientation, race, language, religion, ethnic or social origin.
CompensationUp to £55,000 depending upon experience
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