Healthcare Governance & Patient Experience Lead

GPS Healthcare; Metropolitan Borough of Solihull; On-site; GBP 45,000 - 60,000; Full time

Job summary

A primary care healthcare provider in Solihull is seeking a Complaints & Governance Manager. This role is crucial for overseeing complaint management and governance, ensuring high standards of patient care and compliance. Candidates should have significant experience in complaints handling and governance systems, as well as strong analytical skills. Join the team to contribute to patient experience and organizational safety.

Benefits

Competitive salary aligned with experience

Flexible working options

Membership of the NHS Pension Scheme

Car Lease Scheme

A paid day off for your birthday

Access to Employee Assistance Programme

Supportive and professional working culture

Qualifications

• Significant experience in managing a complaints process, including investigations.
• Experience in governance, compliance, or risk management systems.
• Ability to produce detailed reports for senior management.

Responsibilities

• Lead the management of all complaints, ensuring high-quality responses.
• Investigate clinical and non-clinical complaints to drive service improvement.
• Monitor compliance with GDPR and advise teams as needed.
• Oversee reporting processes, risk registers, and ensure learning implementation.

Skills

Excellent written English

Strong analytical skills

Organisational and planning skills

Confident user of IT systems

Knowledge of healthcare governance frameworks

Education

GCSE English & Maths (A*-C or equivalent)

Management or governance-related qualification

Training in complaints handling or risk management

Tools

MS Office

Spreadsheets

Databases

Job description

A primary care healthcare provider in Solihull is seeking a Complaints & Governance Manager. This role is crucial for overseeing complaint management and governance, ensuring high standards of patient care and compliance. Candidates should have significant experience in complaints handling and governance systems, as well as strong analytical skills. Join the team to contribute to patient experience and organizational safety.