Governance Officer

Healthharmonie; Birmingham; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

HealthHarmonie, part of the Medinet group, is seeking a Governance Officer to manage complaints, incidents and feedback across our community healthcare services in Birmingham, Edgbaston. You will ensure timely, compassionate responses for patients, carers and external stakeholders.

Working in the Governance Team, you will support learning and improvement by identifying trends, coordinating with NHS Trust PALS, and ensuring robust systems for recording and reviewing incidents and complaints.

Qualifications

• Minimum 2 years' experience in complaints and/or incident management in healthcare.
• Strong knowledge of NHS Complaints Regulations and PSIRF principles.
• Excellent written communication and attention to detail.
• Ability to manage sensitive situations with compassion and professionalism.
• Experience liaising with internal and external stakeholders at all levels.

Responsibilities

• Receive, acknowledge, and coordinate responses to complaints, concerns and incidents logged by patients, carers and stakeholders.
• Draft high-quality, empathetic responses in line with NHS Regulations.
• Coordinate PALS inquiries and ensure timely, professional replies.
• Identify trends and themes from complaints, incidents and feedback for service improvement.
• Collaborate with governance, quality and patient safety leads to record, review and learn from incidents and complaints.
• Analyze patient feedback from Friends and Family Test and online reviews to inform service development.

Skills

Complaints handling

Incident management

Stakeholder management

Written communication

Empathy & professionalism

Education

2:1 degree or equivalent

Complaints handling / governance qualification

Job description

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.

Location: Birmingham, Edgbaston

Work Pattern: Hybrid

Job Type: Full-time, 12 month Temporary Contract

Job Summary:

We are seeking an experienced and proactive Governance 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 internal data systems 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 logged by patients, carers, and stakeholders.

Support teams in drafting high-quality, empathetic responses in line with the statutory NHS Complaints Regulations.

Coordinate PALS enquiries and ensure these are addressed promptly and professionally.

Support in identifying trends and themes from complaints, incidents, and F&F feedback Head on Complaints.

Work closely with the Director of Governance, Head of Quality & Patient Safety and Head of Complaints & Patient Safety to ensure robust systems are in place for recording, reviewing, and learning from incidents and complaints.

Work closely with the Head of Complaints & Patient Safety 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:

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

Experience working within community health or primary care settings

Understanding Statutory Duty of Candor requirements

Relevant qualification in complaints handling, patient safety, or governance

A 2:1 degree or equivalent in experience

Safeguarding & Recruitment Statement

Safeguarding is fundamental to the success in all that we do. The organisation follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required.

We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.

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Governance Officer • Edgbaston, England, GB