Quality Management Administrator
Current• To record formal complaints on the database and to draft and dispatch appropriate acknowledgement letters to complainants.• To liaise with branch/clinical/central staff to track and monitor progress in complaint investigations, and to advise the Complaints and Incidents Manager of potential difficulties and delays.• To deal with telephone complaints from the public, make accurate records of discussions and take prompt follow up action.• To manage a system for tracking follow up actions to informal complaints to ensure they are responded to promptly and appropriately.• To arrange meetings and take minutes as requested.• To record Incidents on the database.• To assist and support the complaints and Incidents processes in the preparation of reports, policies and procedures, statistical information and training material.• To participate in the development of appropriate information and technology support to enable the preparation of the above.• To complete a thorough investigation into any complaints or Incidents received.• To manage, develop and maintain effective and efficient filing and archiving systems.• To liaise with branch/clinical/sales/staff to gather and collate positive patient feedback.• To draft letters in response to positive feedback and to assist in the compilation and distribution of regular reports.• To undertake any other administrative and support work relating to the efficient management of complaints.
