Patient Safety And Standards Technician

Overview of the role

To support in the delivery of our strategy by working collaboratively with the PST Pharmacists, pharmacy colleagues and field teams to resolve customer complaints, manage incidents and drive standards ensuring we are delivering the best customer care.

This role will be working 2 days at our head office in Manchester and up to 3 days working at a local Well Pharmacy in your area.

Main Responsibilities

• Work collaboratively with the Patient Safety and Experience pharmacists to triage, review and investigate Patient Safety incidents within the agreed framework.
• Support the collation and production of quarterly and annual NHS complaints reports for all nations to ensure contractual requirements are met
• Assess complaints in line with the internal process and ensure effective prioritisation and processing of all feedback from external stakeholders including the NHS and GPhC/PSNI to ensure agreed timescales are met
• Report identified incidents to the Accountable Officers in NHS organisations and respond appropriately to ensure the company’s reputation is not affected.
• Scope and write Standard Operating Procedures and associated guidance to set deadlines, being the content matter expert and liaising with key stakeholders to ensure required input obtained.
• Completion of the GPhC Inspection process including the production of any required action plans
• Answer unresolved professional, legal and ethical queries from RST and triage to the PST Pharmacists if necessary.
• Develop support materials to improve understanding and drive improvement in Patient Safety and professional standards
• Working collaboratively with the PST pharmacists, analyse governance data to provide insights and proposed future changes to drive continual improvement in Patient Safety and Standards
• Support the development of a high performing team culture within the Patient Safety and Standards team

Knowledge skills & experience:

• Pharmacy Technician registered with the GPhC
• Has a good understanding of pharmacy regulations + legislative requirements and can apply it
• Able to use IT and databases effectively.
• Good communication and influencing skills, with ability to build rapport with customers and colleagues quickly and maintain effective internal and external relationships.
• Able to demonstrate resilience and optimism during difficult and challenging situations and maintain calm and supportive when a crisis occurs.

Problem solving & change:

• Identify the root cause of Patient Safety incidents and complicated complaints, managing customer’s expectation and resolve the issue effectively for the customer.
• Decisions and advice given to a wide range of stakeholders across the business, within their competence and agreed framework, taking into consideration individual circumstances and difficult situations requiring assessment of professional risk before making any decision
• Prioritising own short and long term workload, including working as a technician in store, whilst meeting monthly and quarterly report submission deadlines.

The Ideal Candidate

Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.

Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.

About The Company

For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.

Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.

The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.

We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.

We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.

‘Together we make a difference’

Package Description

• Competitive salaries.
• Excellent training & development opportunities.
• Paid Holidays.
• Workplace pension scheme.
• Staff Discount.
• Travel Loans and more…