Governance Officer

HealthHarmonie; Birmingham; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

HealthHarmonie in Birmingham is seeking an experienced Governance Officer to join our Governance Team, managing complaints, incidents, and feedback across community healthcare services. You will ensure timely, compassionate responses to concerns raised by patients, carers, and external stakeholders, including NHS Trust PALS teams.

You will support organisational learning by identifying themes and driving improvements in patient experience.

Qualifications

• Minimum 2 years' experience in complaints or incident management within healthcare.
• Strong understanding of NHS Complaints Regulations and PSIRF.
• Excellent written communication and meticulous attention to detail.
• Ability to handle sensitive situations with compassion and professionalism.
• Experience engaging with internal and external stakeholders at all levels.
• Knowledge of governance, quality assurance and patient safety.

Responsibilities

• Receive, acknowledge, and coordinate responses to complaints, concerns, and incidents.
• Draft high-quality, empathetic responses in line with NHS regulations.
• Coordinate PALS enquiries and address them promptly.
• Identify trends from complaints and feedback to support service improvement.
• Collaborate with senior governance leads to ensure robust recording and learning from incidents.
• Review patient feedback from Friends and Family Test and online reviews for service development.
• Work with clinical and operational teams to embed learning and drive improvements.

Skills

Complaints management

Incidents management

NHS regulations (PSIRF)

Written communication

Stakeholder management

Governance & patient safety

Education

2:1 degree or equivalent

Governance or complaints 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

Hours

37.5 per week

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

Desirable

• 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.