Complaints And Compliance Manager

Evergood Associates; King's Lynn; On-site; GBP 35,000 - 45,000; Full time

Job summary

A healthcare practice in King's Lynn seeks an experienced Complaints and Compliance Manager responsible for ensuring compliance with CQC standards and handling patient complaints. The ideal candidate will have a background in primary care or the NHS, strong communication skills, and a focus on quality improvement. This role requires a proactive approach to maintain the highest standards of patient care and service quality.

Qualifications

• Previous experience in a similar complaints, governance, or compliance role, ideally within primary care or the NHS.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Highly organised with the ability to prioritise workload.
• Confident working both independently and collaboratively.

Responsibilities

• Manage and oversee the full complaints process.
• Maintain accurate records of complaints and incidents.
• Prepare formal reports for internal and external bodies.
• Conduct root cause analyses.
• Ensure compliance with CQC and NHS standards.
• Coordinate evidence for CQC inspections.
• Implement policies for quality improvement.
• Train staff in governance and complaints handling.
• Monitor patient feedback to enhance service delivery.

Skills

Experience in complaints management

Excellent communication skills

Analytical abilities

Organisational skills

Team collaboration

Education

Relevant qualifications in healthcare management

Tools

EMIS

SystmOne

Job description

Overview

Complaints and Compliance Manager

Location: King's Lynn

Hours: Full-time (or part-time considered)

We are seeking an experienced and proactive Complaints and Compliance Manager to join our busy GP surgery in King's Lynn. This pivotal role ensures that the practice operates in line with CQC standards, NHS regulations, and best practice guidelines, while maintaining the highest standards of patient care and service quality.

The successful candidate will be responsible for overseeing the management of complaints, incidents, and significant events, ensuring timely investigation, resolution, and learning across the practice. You will also lead on compliance activities, audits, and quality improvement initiatives to support the continuous development of a safe and effective healthcare environment.

Key Responsibilities

• Manage and oversee the full complaints process, ensuring all concerns are acknowledged, investigated, and resolved in line with NHS and CQC requirements.
• Maintain accurate and confidential records of complaints, incidents, and outcomes.
• Prepare formal written responses and reports for internal review and external bodies when required.
• Conduct root cause analyses and share learning outcomes with staff to promote a culture of transparency and improvement.
• Ensure compliance with CQC, NHS England, and other statutory and regulatory frameworks.
• Coordinate and maintain evidence for CQC inspections and internal audits.
• Support the implementation and monitoring of policies and procedures to ensure ongoing compliance and quality improvement.
• Work closely with the Practice Manager, Clinical Leads, and wider multidisciplinary team to identify and mitigate risks.
• Deliver or support staff training in governance, complaints handling, and compliance awareness.
• Monitor patient feedback and develop action plans to improve patient experience and service delivery.

Essential Skills and Experience

• Previous experience in a similar complaints, governance, or compliance role, ideally within primary care or the NHS.
• Excellent written and verbal communication skills, with the ability to handle sensitive and complex information professionally.
• Strong analytical and problem-solving abilities with attention to detail.
• Highly organised with the ability to prioritise workload and meet deadlines.
• Confident working both independently and collaboratively within a multidisciplinary team.

Desirable

• Experience using clinical systems such as EMIS or SystmOne.
• Knowledge of data protection and information governance requirements (GDPR).
• Relevant qualifications in healthcare management, governance, or quality assurance