Governance Officer

HealthHarmonie

  • Edgbaston, West Midlands
  • Permanent
  • Full-time
  • 26 days ago
About Us: HealthHarmonie, part of the Medinet group, is a leading private healthcare provider dedicated to delivering high-quality healthcare services to patients across the UK. We specialise in partnering with the NHS and ICBS to provide innovative solutions that improve patient outcomes and streamline healthcare delivery.Job Summary:We are seeking an experienced and proactive Complaints Officer to join our Governance Team in a key role managing complaints, incidents, and feedback across our community healthcare services. The successful candidate will ensure timely, compassionate, and effective responses to concerns raised by patients, carers, and external stakeholders, including those submitted via Datix and NHS Trust PALS teams. You will also support organisational learning by identifying themes and working collaboratively to improve patient experience and outcomes.Key Responsibilities:
  • Receive, acknowledge, and coordinate responses to complaints, concerns, and incidents raised by patients, carers, and stakeholders.
  • Support teams in drafting high-quality, empathetic responses in line with the Duty of Candour and NHS Complaints Regulations.
  • Coordinate PALS enquiries and ensure these are addressed promptly and professionally.
  • Identify trends and themes from complaints, incidents, and F&F feedback to inform quality improvement initiatives.
  • Work closely with the Head of Clinical Governance and Head of Quality to ensure robust systems are in place for recording, investigating, and learning from incidents and complaints.
  • Work closely with the Head of Clinical Governance to review and analyse patient feedback from the Friends and Family Test (F&F) and internet reviews to identify areas for service development.
  • Collaborate with clinical and operational teams to embed learning and drive continuous improvement.
Person Specification:Essential:
  • Previous experience in complaints and/or incident management within healthcare (minimum 2 years)
  • Strong understanding of NHS Complaints Regulations and the principles of PSIRF
  • Excellent written communication skills and attention to detail
  • Ability to manage sensitive situations with compassion and professionalism
  • Experience of working with internal and external stakeholders at all levels
  • Knowledge of governance, quality assurance and patient safety
Desirable:
  • Experience working within community health or primary care settings
  • Understanding of Duty of Candour requirements
  • Relevant qualification in complaints handling, patient safety, or governance
  • A 2:1 degree or equivalent in a relevant subject

HealthHarmonie