Governance Officer

HealthHarmonie; Park Central; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

HealthHarmonie in Birmingham is seeking a Governance Officer to join our Governance Team. The role manages complaints, incidents and feedback from patients, carers and external stakeholders, ensuring timely, compassionate responses and robust learning.

You will work with the Director of Governance and other leaders to embed systems for recording, reviewing and learning from concerns, and to support service improvement across community healthcare services.

Qualifications

• Minimum 2 years' experience in complaints or incident management in healthcare.
• Strong knowledge of NHS Complaints Regulations and PSIRF principles.
• Excellent written communication and 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 ensure timely resolution.
• Identify trends from complaints and feedback to support service improvement.
• Collaborate with governance leaders to ensure robust recording and learning systems.
• Review patient feedback (Friends and Family Test) to identify service development opportunities.
• Work with clinical and operational teams to embed learning and drive improvements.

Skills

Complaints handling

Incidents management

NHS regulations

PSIRF knowledge

Written communication

Attention to detail

Stakeholder management

Governance

Education

2:1 degree or equivalent

Complaints handling qualification

Patient safety qualification

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

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.