Quality and Governance Lead

NHS; Portsmouth; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare provider in Portsmouth is hiring for the Quality and Governance Lead to support high-quality services in a GP practice. The role involves maintaining practice policies, coordinating complaints, and ensuring compliance with healthcare regulations. Candidates should have strong administrative skills, knowledge of health and safety protocols, and experience in a healthcare setting. This position is vital for ensuring patient and staff safety and effective governance.

Qualifications

• Experience in a GP practice or healthcare setting.
• Knowledge of CQC standards, complaints handling, and incident reporting.
• Experience handling sensitive and confidential information.

Responsibilities

• Maintain and update practice policies and protocols.
• Act as the first point of contact for logging patient complaints.
• Support implementation and maintenance of health and safety procedures.

Skills

Strong administrative skills

Attention to detail

Ability to prioritize

Proficiency in Microsoft Office

Education

GCSEs or equivalent including English and Maths

NVQ Level 2 or 3 in Business Administration, Health/Social Care, or Facilities

Tools

SystmOne

Microsoft Office

Job description

Mynd nôl Drs Alalade & Klemenz – The University Surgery

Quality and Governance Lead

The closing date is 30 Tachwedd 2025

Maintain and update practice policies and protocols, ensuring timely reviews in line with national guidance and local procedures.

Ensure staff are informed of new or revised protocols and maintain documentation of acknowledgement or training completion.

Support CQC compliance and readiness by maintaining accurate, accessible records and contributing to inspection preparation

Act as the first point of contact for logging patient complaints in accordance with practice policy.

Acknowledge, track, and coordinate responses to complaints, ensuring timeframes and governance standards are met.

Support investigation of complaints and work with clinical and admin staff to gather information and draft responses.

Log significant events (SEAs) and incidents using the practices incident reporting system.

Coordinate SEA meetings, including minute-taking, action tracking, and assisting with follow-up audits or reviews.

Support a learning culture by helping disseminate learning points from SEAs and complaints to the wider team.

Manage maintenance schedules and planned preventative maintenance (PPM) for premises and equipment.

Monitor and record statutory compliance checks (e.g. Legionella testing, fire alarm servicing, PAT testing, waste disposal).

Coordinate with contractors and external providers for repairs, compliance servicing, and emergency work.

Maintain an up-to-date asset register and ensure documentation (certificates, maintenance reports) is accurately logged.

Main duties of the job

Quality and Governance support

Complaints and Significant events

Estates and facilities administration

Health & Safety & Infection Control Prevention

Administration and communication duties

About us

About us

The Unicity Medical Centre is the first point of contact for patients within the healthcare system. It typically includes GPs, practice nurses, healthcare assistants, social prescribers, administrative staff, and allied health professionals.

The team works collaboratively to provide accessible, person-centred care, focusing on prevention, early intervention, and continuity of care.

The strength of a primary care team lies in its multidisciplinary approach different skills and expertise come together to address the broad spectrum of patients health and social needs

Atmosphere and Work Ethic

The atmosphere in our organisation is built around:

Teamwork and collaboration Everyone plays a vital role, and strong communication ensures patient needs are met seamlessly.

Patient-centred ethos Decisions and care plans are made with the patients best interests at heart, balancing clinical needs with personal circumstances.

Supportive environment Staff are encouraged to share knowledge, support one another, and maintain mutual respect across roles.

Adaptability and resilience Primary care is fast-paced and varied, requiring flexibility and problem-solving on a daily basis.

Commitment to continuous learning Training, peer support, and reflective practice are part of the culture to ensure the best quality of care

A strong sense of belonging and teamwork fosters both professional satisfaction and personal wellbeing.

Variety in daily work

Job responsibilities

Quality and Governance Lead

To support the delivery of high-quality, compliant, and safe services within the general practice environment. This includes responsibility for estates administration, quality assurance processes, complaint coordination, significant event logging, and the regular updating of policies and protocols. The role is key in supporting compliance with CQC standards and maintaining a well-functioning clinical environment.

Key Responsibilities:

1. Quality & Governance Support:

Maintain and update practice policies and protocols, ensuring timely reviews in line with national guidance and local procedures.

Ensure staff are informed of new or revised protocols and maintain documentation of acknowledgement or training completion.

Support CQC compliance and readiness by maintaining accurate, accessible records and contributing to inspection preparation.

2. Complaints & Significant Events:

Act as the first point of contact for logging patient complaints in accordance with practice policy.

Acknowledge, track, and coordinate responses to complaints, ensuring timeframes and governance standards are met.

Support investigation of complaints and work with clinical and admin staff to gather information and draft responses.

Log significant events (SEAs) and incidents using the practices incident reporting system.

Coordinate SEA meetings, including minute-taking, action tracking, and assisting with follow-up audits or reviews.

Support a learning culture by helping disseminate learning points from SEAs and complaints to the wider team.

Manage maintenance schedules and planned preventative maintenance (PPM) for premises and equipment.

Monitor and record statutory compliance checks (e.g. Legionella testing, fire alarm servicing, PAT testing, waste disposal).

Coordinate with contractors and external providers for repairs, compliance servicing, and emergency work.

Maintain an up-to-date asset register and ensure documentation (certificates, maintenance reports) is accurately logged

4. Health, Safety & Infection Prevention:

Support implementation and maintenance of health and safety procedures, including fire safety and first aid arrangements.

Maintain COSHH documentation and support infection prevention and control audits and records.

Assist in organising mandatory staff training, fire drills, and health and safety briefings.

5. Administrative & Communication Duties:

Provide administrative support for meetings, including agendas, note-taking, and action tracking.

Maintain shared mailboxes (e.g. quality, estates, complaints) and direct messages appropriately.

Ensure documents and registers (e.g. risk register, training log, complaints log) are kept accurate and up to date.

Support the Practice Manager in preparing reports for internal meetings, governance reviews, and external inspections.

Person Specification

Qualifications

• GCSEs or equivalent including English and Maths
• NVQ Level 2 or 3 in Business Administration, Health/Social Care, or Facilities (desirable)
• SH Working Safely or other H&S certification (desirable)
• Training in complaints handling or SEA processes (advantageous but not essential)
• Experience in a GP practice or healthcare setting
• Knowledge of CQC standards, complaints handling, and incident reporting
• Familiarity with practice systems (SystmOne)
• Awareness of GDPR and information governance requirements
• Understanding of estates and compliance-related issues in healthcare settings

Experience

• Strong administrative and document management skills
• Experience handling sensitive and confidential information
• Attention to detail and good record-keeping
• Ability to prioritize, multitask, and meet deadlines
• Proficiency in Microsoft Office (especially Word, Excel, Outlook)
• Experience in a GP practice or healthcare setting
• Knowledge of CQC standards, complaints handling, and incident reporting
• Familiarity with practice systems (SystmOne)
• Awareness of GDPR and information governance requirements
• Understanding of estates and compliance-related issues in healthcare settings

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer name

Drs Alalade & Klemenz – The University Surgery