Quality and Governance Lead

Drs Alalade & Klemenz - The University Surgery; Portsmouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

A healthcare provider in Portsmouth is seeking a Quality and Governance Lead to maintain practice protocols, log and coordinate patient complaints, and support compliance with healthcare standards. Ideal candidates should have strong administrative skills, excellent communication abilities, and relevant certifications. This position offers a collaborative environment focused on patient-centered care.

Benefits

Strong sense of belonging and teamwork

Variety in daily work

Professional satisfaction

Qualifications

• Experience handling sensitive and confidential information.
• Ability to prioritize, multitask, and meet deadlines.

Responsibilities

• Maintain and update practice policies and protocols.
• Log patient complaints and coordinate responses.
• Support CQC compliance and readiness.

Skills

Strong administrative and document management skills

Excellent written and verbal communication

Attention to detail

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

Job description

Job summary

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 practice’s 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 delivery of high-quality, compliant, and safe services within the general practice environment, including estates administration, quality assurance processes, complaint coordination, significant event logging, and policy/protocol updates to support CQC standards.
• Complaints and Significant Events – Act as the first point of contact for logging patient complaints, acknowledge and track responses, ensure governance standards and timeframes are met, assist in investigations, and log SEAs/incidents with the incident reporting system; assist with disseminating learning points to the wider team.
• Estates and Facilities Administration – Manage maintenance schedules and PPM for premises and equipment; monitor statutory compliance checks; coordinate with contractors and external providers; maintain asset register and documentation.
• Health, Safety & Infection Prevention – Support implementation and maintenance of health and safety procedures, including fire safety and first aid arrangements; maintain COSHH documentation; assist with audits and training.
• Administrative & Communication Duties – Provide administrative support for meetings (agendas, notes, action tracking); manage shared mailboxes; keep risk, training, and complaints registers up to date; support the Practice Manager with reports for internal meetings, governance reviews, and inspections.

About us

The Unicity Medical Centre is the first point of contact for patients within the healthcare system, typically including GPs, practice nurses, healthcare assistants, social prescribers, administrative staff, and allied health professionals. The team collaborates 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, bringing together different skills to address the broad spectrum of patients’ health and social needs.

Atmosphere and Work Ethic: Teamwork and collaboration; patient-centred ethos; supportive environment; adaptability and resilience; commitment to continuous learning.

Benefits: A strong sense of belonging and teamwork, variety in daily work, professional satisfaction and personal wellbeing.

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 updating policies and protocols to support CQC standards.

Key Responsibilities:

1. Quality & Governance Support – Maintain and update practice policies and protocols; inform staff of updates; keep documentation of acknowledgement/training; support CQC compliance and inspection readiness.
2. Complaints & Significant Events – Log patient complaints; acknowledge, track, and coordinate responses; assist investigations; log SEAs/incidents; disseminate learning points.
3. Estates & Facilities Administration – Manage maintenance schedules/PPM; monitor statutory checks; coordinate with contractors; maintain asset/register/documents.
4. Health, Safety & Infection Prevention – Implement and maintain health and safety procedures; manage COSHH; assist with audits, trainings, fire drills.
5. Administrative & Communication Duties – Support meetings (agendas, notes, actions); manage shared mailboxes; keep registers up to date; assist in reporting for governance/inspections.

Person Specification

Qualifications

Essential

• 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)

Desirable

• 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

Essential

• Strong administrative and document management skills
• Experience handling sensitive and confidential information
• Excellent written and verbal communication
• Attention to detail and good record-keeping
• Ability to prioritise, multitask, and meet deadlines
• Proficiency in Microsoft Office (Word, Excel, Outlook)

Desirable

• 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 to check for any previous criminal convictions.

Employer details

Employer name

Drs Alalade & Klemenz - The University Surgery

Address

Uni City Medical Centre
Commercial Road
Portsmouth
PO1 1EA

Employer's website