PCN Administration and Patient Engagement Coordinator

Key Responsibilities Blackbourne Primary Care Network (PCN) Administration To provide administrative support to Woolpit Health Centre as the lead practice for Blackbourne

PCN in the following areas

To have oversight and an understanding of the ARRS posts in place across the PCN and be the point of contact for practices for any ARRS queries To enter data from each practice into the ARRS portal and submit for reimbursement to meet the monthly deadline To provide the ICB with the job descriptions, contracts and qualification evidence for any new ARRS recruitment To maintain an accurate register of ARRS staff in the Primary Care Workforce portal To collate and submit the workforce planning data to meet the deadline of 31st October To collate and submit the enhanced access delivery hours for all 4 practices to the ICB on a quarterly basis Monitor IIF (Investment Impact Fund) performance through Ardens Manager, providing monthly updates to the practices Work with the Clinical Director to plan and execute PCN meetings; distributing invitations, agendas and meeting minutes Patient Engagement Communication To implement a patient engagement strategy that is consistent, relevant, innovative and timely, utilising multi-channel communication channels to their full potential. To be responsible for patient newsletters, content and publication To liaise with the editors of local village magazines and newsletters, utilising this platform to share topical patient information and educational campaigns To conduct a monthly website review of information for accuracy and to add relevant statements, practice news, newsletters and PPG minutes To add patient communication posts to Practice Facebook page To manage the content of Practice noticeboards and waiting room TV messaging, designing new posters and slides as necessary To inform patients of planned or unforeseen impact on services, such as Practice closures Patient Liaison and Feedback To support the Practice Manager in dealing with patient complaints in accordance with our patient complaint process and policy, investigating and providing appropriate responses to patients, where possible minimising escalation to formal complaints Administration of Friends and Family Test, Anima and other patient feedback To analyse and action feedback from patient surveys, i.e. annual GP survey and Healthwatch Patient Participation Group (PPG) To act as a Practice representative on the Woolpit Health Centre PPG To arrange and set quarterly meetings with the PPG To work closely with the GP Partner lead and Chair for the PPG To undertake reviews of PPG membership, structure, roles and terms of reference To produce, distribute and publish PPG minutes Reporting To produce patient engagement related reports for review at GP Partners and Management meetings To report monthly on FFT, website hits and patient surveys, and any other as required To report Complaint data on a bi-annual basis To report Significant Event data on a quarterly basis Significant Events Check submitted forms on Teamnet to ensure all data required is recorded Ensure all staff involved have contributed and are aware of the recorded Significant Event Review all Significant Events with GP Partner lead Arrange multi-disciplinary quarterly Significant Event meetings Extract, analyse and collate Significant Event data and trends for quarterly presentation Record all outcomes, learning and actions maintaining an updated log Health Inequalities To support the practice in reducing health inequalities by contributing to public health and social prescribing initiatives, helping to improve access to health and wellbeing services in defined target populations and ensuring inclusive, equitable patient engagement Adult Vaccinations and Immunisations To lead on the logistical organisation and implementation of Woolpit Health Centre's adult vaccinations and immunisations programmes and campaigns, including but not limited to: COVID Spring Boosters Autumn/Winter COVID and Flu Shingles RSV Pneumococcal Responsibilities a) Develop a thorough understanding of the eligibility requirements and targets for all vaccines, immunisations and screening within the scope of the role. b) Use Ardens searches in EMIS to identify the cohorts of eligible patients, to support workload planning and activity. c) Plan clinics to meet workload volume and liaise with relevant staff to facilitate the organisation of rotas to deliver these clinics. d) Ensure timely communication of key information to staff including patient eligibility and clinic dates. e) Send patient invitations based on consent preferences, using DocMail, SMS and telephone, provide supporting information as necessary. f) Maximise the use of new technology and methods of communication with patients. g) Handle enquiries from the general public; managing telephone calls to the vaccine line, emails to the COVID address and EMIS Tasks from colleagues. h) To regularly monitor the appointment systems ensuring uptake is maximised and clinics are fully utilised, sending timely second and third invitations. i) Ensure batch coding is utilised to code all invitations in EMIS, to maintain accurate patient searches. j) Co-ordinate the planning and booking of vaccinations for care home and housebound patients. k) Support the Vaccine Leads to ensure all vaccines are ordered pro-actively to appropriate levels and stock returns submitted using agreed systems. l) Use multi-channel communication platforms to maximise uptake of eligible patients. m) Send reminder SMS texts the day before clinics, to reduce DNAs. n) With each campaign, to consider service improvement, mindful of the patient experience and patient safety balanced with efficient use of our resources. o) Escalate all relevant issues and information to their Line Manager, ensuring they are aware of any developments impacting the operational functioning of the service. p) Support the collation of all activity data and reporting information as required.