Patient Experience & Governance Specialist

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

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.