PA to the Practice Manager / Complaints Coordinator

Job Summary

The PA to the Practice Manager \& Complaints Coordinator will provide comprehensive administrative and organisational support to the Practice Manager, ensuring the effective and efficient operation of key administrative, governance and quality functions within the practice.

The post holder will play a central role in supporting practice management through diary management, meeting coordination, minute taking, project support, data management, receruitment, complaints administration and continuous improvement activities.

The role requires a highly organised, proactive individual with exceptional communication and IT skills, excellent attention to detail, and the ability to work independently using their own initiative. The post holder will also lead the administration of the practice complaints process, ensuring complaints are managed professionally, efficiently and in accordance with practice policies and NHS requirements.

Key Duties and Responisbilities

Administrative Support

• Provide comprehensive administrative support to the Practice Manager and Deputy Practice Manager.


• Manage diaries, appointments, meetings and schedules effectively.


• Organise and coordinate internal and external meetings including preparing agendaa and supporting documents


• Attend meetings and produce accurate minutes, action logs and meeting summaries.


• Monitor and follow up actions arising from meetings.


• Draft professional letters, reports, presentations and correspondence on behalf of the management Team.


• Maintain effective filing systems and ensure documentation is stored securely and accurately.


• Manage incoming and outgoing communications as required.


• Assist with recruitment administration and HR functions, including arranging interviews and preparing documentation.


• Maintain confidentiality and comply with all data protection requirements.


• Support the Practice Manager with projects, systems, procedures and service improvement initiatives.


• Undertake administrative tasks relating to change management and continuous improvement.

• Act as the administrative lead for the practice complaints process.


• Receive, acknowledge and record complaints within agreed timescales.


• Coordinate complaint investigations with relevant staff members and clinicians.


• Maintain accurate records and audit trails relating to complaints.


• Draft complaint responses for review by the Practice Manager.


• Ensure complaints are managed in accordance with practice policy and NHS guidance.


• Coordinate learning events arising from complaints and maintain records of actions taken.


• Identify themes, trends and opportunities for service improvement.


• Produce complaints reports and summaries as required.


• Support the implementation of lessons learned and service improvements resulting from complaints investigations.


• Utilise TeamNet or equivalent systems where appropriate.

• Support the maintenance of compliance registers, governance records and practice documentation.


• Maintain records relating to staff training, appraisals, mandatory training and professional registrations.


• Assist with audits and quality improvement activities.


• Update external systems and databases as required.


• Support the Practice Manager and Deputy Practice Manager with policy reviews and governance activities.


• Ensure records are maintained in line with practice procedures and regulatory requirements.

• Develop and maintain spreadsheets, trackers and administrative systems.


• Produce reports and management information using Microsoft Office applications.


• Create and maintain Excel spreadsheets including formulas, lookups, filters and reporting function


• Produce professional letters, presentations and documents


• Ensure data quality, accuracy and completeness.


• Use Microsoft Excel and other software packages to analyse and present information.


• Support data collection and reporting requirements.


• Maintain accurate electronic databases and filing systems.


• Utilise AI platforms and digital productivity tools appropriately to improve efficiency and workflow.


• Ensure accuracy and integrity of administrative data.

• Proactively identify opportunities to improve systems, processes and ways of working.


• Make recommendations to improve efficiency, effectiveness and patient experience.


• Take ownership of assigned projects and tasks through to completion.


• Demonstrate initiative and sound judgement when resolving problems.


• Support the implementation of new systems and working practices.

• Develop and maintain positive working relationships with colleagues and external stakeholders.


• Communicate professionally and effectively at all levels.


• Support effective communication between management and staff.


• Work collaboratively with all members of the practice team.


• Demonstrate flexibility and adaptability in response to changing service needs.

Benefits:

• Company pension


• Sick pay

• Northampton NN2 6AL: reliably commute or plan to relocate before starting work (required)

• United Kingdom (required)

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