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For Companies At a Glance
- Tasks: Manage complaints and feedback to enhance patient experience in community healthcare.
- Company: HealthHarmonie, a leading private healthcare provider in the UK.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Why this job: Make a real difference in patient care and improve healthcare delivery.
- Qualifications: 2+ years in complaints management and strong communication skills required.
- Other info: Join a dynamic team focused on quality improvement and patient safety.
The predicted salary is between 36000 - 60000 £ per year.
About Us
HealthHarmonie, part of the Medinet group, is a leading private healthcare provider dedicated to delivering high-quality healthcare services to patients across the UK. We specialise in partnering with the NHS and ICBS to provide innovative solutions that improve patient outcomes and streamline healthcare delivery.
Job Summary
We are seeking an experienced and proactive Complaints Officer to join our Governance Team in a key role managing complaints, incidents, and feedback across our community healthcare services. The successful candidate will ensure timely, compassionate, and effective responses to concerns raised by patients, carers, and external stakeholders, including those submitted via Datix and NHS Trust PALS teams. You will also support organisational learning by identifying themes and working collaboratively to improve patient experience and outcomes.
Key Responsibilities
- Receive, acknowledge, and coordinate responses to complaints, concerns, and incidents raised by patients, carers, and stakeholders.
- Support teams in drafting high-quality, empathetic responses in line with the Duty of Candour and NHS Complaints Regulations.
- Coordinate PALS enquiries and ensure these are addressed promptly and professionally.
- Identify trends and themes from complaints, incidents, and F&F feedback to inform quality improvement initiatives.
- Work closely with the Head of Clinical Governance and Head of Quality to ensure robust systems are in place for recording, investigating, and learning from incidents and complaints.
- Work closely with the Head of Clinical Governance to review and analyse patient feedback from the Friends and Family Test (F&F) and internet reviews to identify areas for service development.
- Collaborate with clinical and operational teams to embed learning and drive continuous improvement.
Person Specification
Essential
- Previous experience in complaints and / or incident management within healthcare (minimum 2 years)
- Strong understanding of NHS Complaints Regulations and the principles of PSIRF
- Excellent written communication skills and attention to detail
- Ability to manage sensitive situations with compassion and professionalism
- Experience of working with internal and external stakeholders at all levels
- Knowledge of governance, quality assurance and patient safety
Desirable
- Experience working within community health or primary care settings
- Understanding of Duty of Candour requirements
- Relevant qualification in complaints handling, patient safety, or governance
- A 2:1 degree or equivalent in a relevant subject
Governance Officer employer: HealthHarmonie
Contact Detail:
HealthHarmonie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Governance Officer
✨Tip Number 1
Network like a pro! Reach out to people in the healthcare sector, especially those who work with complaints and governance. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by brushing up on NHS Complaints Regulations and the Duty of Candour. We want you to show off your knowledge and passion for improving patient outcomes during those crucial conversations.
✨Tip Number 3
Practice your responses to common interview questions, especially around handling sensitive situations. We know it can be tough, but showing your empathy and professionalism will set you apart from the crowd.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Governance Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to reflect the specific skills and experiences that match the Governance Officer role. Highlight your previous experience in complaints management and your understanding of NHS Complaints Regulations.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is clear, concise, and free of errors. Use professional language but keep it friendly – we want to see your personality shine through!
Demonstrate Compassion and Professionalism: In your application, share examples of how you've handled sensitive situations with empathy. This will show us that you understand the importance of compassion in healthcare and can manage challenging scenarios effectively.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at HealthHarmonie
✨Know Your Stuff
Make sure you brush up on NHS Complaints Regulations and the principles of PSIRF. Being able to discuss these topics confidently will show that you understand the framework within which HealthHarmonie operates.
✨Empathy is Key
Since the role involves managing sensitive complaints, practice how to convey empathy in your responses. Think about examples from your past experience where you handled difficult situations with compassion and professionalism.
✨Showcase Your Communication Skills
Prepare to demonstrate your excellent written communication skills. You might be asked to draft a response to a hypothetical complaint during the interview, so be ready to showcase your attention to detail and clarity.
✨Collaborative Spirit
Highlight your experience working with various stakeholders. Be prepared to discuss how you've collaborated with teams in the past to drive improvements and how you can bring that collaborative spirit to the Governance Team at HealthHarmonie.
