Head of Complaints & Patient Experience

HealthHarmonie; Park Central; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare organization in the UK is seeking a Head of Complaints & Patient Experience. This role involves overseeing complaints management, driving service improvement, and ensuring compliance with NHS standards. The ideal candidate will possess strong governance, leadership, and analytical skills. Experience in a healthcare setting is preferred but not essential. This position offers the chance to significantly enhance patient experience across services.

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, capable of translating data into practical improvement actions.

Responsibilities

• Provide end-to-end leadership of complaints handling across the organisation.
• Ensure timely and compliant responses in line with NHS complaints standards.
• Oversee investigations into non-clinical incidents, ensuring quality outcomes.

Skills

Governance experience

Leadership skills

Analytical skills

Communication skills

NHS knowledge

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.