Head of Complaints & Patient Experience

HealthHarmonie; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading healthcare organization is seeking a Head of Complaints & Patient Experience in Birmingham. This key role involves strategic and operational oversight of complaints management and patient experience insights, ensuring high standards and compliance with NHS regulations. The ideal candidate will have strong leadership and analytical skills, with a proven track record in governance or risk management within healthcare. This position offers the opportunity to drive meaningful improvements in service quality and patient satisfaction.

Qualifications

• Proven experience in governance, complaints, or risk management within a healthcare setting.
• Strong people leadership skills, with experience managing and developing teams.
• Highly analytical, with the ability to translate data and themes into practical improvement actions.

Responsibilities

• Provide end-to-end leadership of complaints handling across the organisation.
• Ensure delays, risks, or high-impact issues are identified early.
• Lead, manage, and supervise Governance Officers.
• Quality-assure investigations into non-clinical incidents.
• Identify, analyse, and report themes from complaints and incidents.
• Monitor repeat concerns, escalating emerging risks.
• Review cross-service learnings to improve patient experience.

Skills

Leadership skills

Analytical skills

Communication

Knowledge of NHS standards

Job description

About Medinet Group

Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses - Medinet (insourcing), HealthHarmonie (community specialist services), and HealthHarmonie Minds (mental health and wellbeing services) - work collaboratively with NHS and healthcare partners to enhance patient care, reduce waiting times, and drive innovation in healthcare delivery.

Role Purpose

The Head of Complaints & Patient Experience holds strategic and operational accountability for the organisation's complaints management, non‑clinical incident oversight, and patient experience insight. The role ensures robust, proportionate systems are in place for investigation, resolution, learning, and reporting, while driving continuous improvement and embedding a patient‑centred approach across services. The postholder acts as the senior lead for translating patient feedback and concerns into measurable service improvement and risk reduction.

Key Outcomes & Accountabilities

• Provide end‑to‑end leadership of complaints handling across the organisation, ensuring high‑quality, timely, and compliant responses in line with NHS complaints standards.
• Ensure delays, risks, or high‑impact issues are identified early and escalated appropriately to the Director of Governance and senior stakeholders.
• Lead, manage, and professionally supervise Governance Officers, including workload allocation, performance oversight, appraisal, and development.
• Oversee and quality‑assure investigations into non‑clinical incidents, ensuring proportionate investigation, clear outcomes, and meaningful organisational learning.
• Triage and allocate complaints and incidents based on complexity, risk, and urgency, seeking specialist input where required (e.g. clinical leads, Medical Directors).
• Identify, analyse, and report themes, trends, and recurring patterns arising from complaints and incidents, producing regular reports for governance, quality, and leadership forums.
• Monitor repeat concerns relating to individuals, services, or systems, escalating emerging risks in line with complaints and incident management policies.
• Lead the review of cross‑service learning and lessons identified, ensuring actions are implemented to improve patient experience and reduce recurrence.
• Maintain and continuously improve compliance with NHS complaints handling regulations, patient safety frameworks, and internal governance processes.

About You

• Proven experience in governance, complaints, or risk management within a healthcare setting.
• Strong people leadership skills, with experience managing and developing teams.
• Highly analytical, with the ability to translate data and themes into practical improvement actions.
• Sound knowledge of NHS complaints regulations and governance structures.
• Confident communicator, able to challenge constructively and work effectively across clinical and non‑clinical teams.
• A clinical or wider healthcare background is desirable, but not essential.