Compliance and Complaints Officer

Primary Care Careers; Norwich; On-site; GBP 25,000 - 35,000; Part time

Job summary

A healthcare provider in Norwich is looking for a part-time Compliance and Complaints Officer to ensure regulatory compliance and manage patient complaints. Responsibilities include monitoring NHS policies, conducting investigations, and providing staff training. Candidates should have experience in healthcare governance and excellent communication skills. This role promotes a supportive learning culture within the team. Benefits include enhanced maternity leave.

Benefits

Enhanced maternity

Qualifications

• Experience in a healthcare, governance, or complaints-handling role.
• Knowledge of NHS Complaints Regulations and CQC compliance standards.
• Professionalism when dealing with patients and staff.

Responsibilities

• Monitor compliance with NHS policies and CQC requirements.
• Manage patient complaints and conduct investigations.
• Prepare timely responses and maintain records of complaints.

Skills

Communication skills

Organisational abilities

Problem-solving

Attention to detail

Empathy

Tools

Microsoft Office

Patient management systems

Job description

Brundall Medical Partnership is pleased to offer an exciting opportunity for a compliance and complaints officer to join our team on a part-time basis for 25.5 hours per week. Working pattern can be discussed at interview.

Main duties of the job

• Monitor and ensure compliance with relevant legislation, NHS policies, and Care Quality Commission (CQC) requirements.
• Maintain up-to-date knowledge of regulatory changes affecting primary care, including data protection (GDPR), safeguarding, infection control, and health and safety.
• Support internal and external audits, inspections, and quality assurance processes.
• Maintain registers of compliance activities (e.g. risk register, significant events, policies).
• Ensure policies and procedures are current, accessible, and reviewed in line with governance frameworks.
• Act as the first point of contact for patient complaints, concerns, and feedback.
• Manage the complaints process in accordance with NHS Complaints Regulations and local policies.
• Conduct thorough and impartial investigations, liaising with clinical and administrative teams as needed.
• Prepare clear, timely written responses and maintain comprehensive records of all complaints and actions taken.
• Identify trends and recurring issues to support service improvement and patient safety initiatives.
• Provide training and guidance to staff on handling complaints and communication with patients.
• Support clinical governance meetings and produce reports summarising compliance and complaints data.
• Assist in developing action plans following audits, incidents, and complaints, monitoring progress to completion.
• Promote a positive learning culture that encourages feedback and improvement.
• Work collaboratively with the management team.

About us

Brundall Medical Partnership, located in Brundall,are a rural friendly practice, we have approximately 8400 patients and dispense to nearly half of our patient list. Our team consists of two Partners, one GP and one ANP. We have three salaried GP's, a Paramedic Practitioner and Physician Assistant. We have two Practice Nurses, three HCA's. We also have ARRS staff which include a First Contact Physiotherapist, Social Prescriber, Mental Health Nurse and a Wellbeing team. Were fortunate to have outstanding dispensary, reception, and administration teams. We are a friendly, well respected practice. We offer the following benefits:-

• Enhanced maternity

Job responsibilities

If you would like to find out more information about thisrole, please see the attached job specification.

Person Specification

Experience

• Experience in a healthcare, governance, or complaints-handling role.
• Knowledge of NHS Complaints Regulations and CQC compliance standards.
• Excellent communication, negotiation, and interpersonal skills.
• Strong organisational and analytical abilities.
• Ability to handle sensitive information with discretion and integrity.
• Competent in Microsoft Office and patient management systems.
• Professionalism and empathy when dealing with patients and staff.
• Attention to detail and commitment to high standards of governance.
• Ability to work independently and as part of a multidisciplinary team.
• Problem-solving and critical thinking.
• Previous experience in a GP practice, PCN, or NHS setting.
• Knowledge of data protection (GDPR), clinical governance, and safeguarding frameworks.
• Experience in audit or risk management.
• Training in root cause analysis or complaints handling.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.