At a Glance
- Tasks: Manage complaints and feedback to enhance patient experiences in healthcare.
- Company: Join HealthHarmonie, a leading private healthcare provider in the UK.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to safeguarding and inclusion.
- Why this job: Make a real difference in patient care and improve healthcare delivery.
- Qualifications: 2+ years in complaints management and strong communication skills.
The predicted salary is between 28000 - 33000 £ per year.
Location: Hybrid / Highfield Rd, Edgbaston, Birmingham B15 3DP, UK
Job type: Permanent / Full-time
Sector and subsector: Medical & Healthcare | Other
Annual Salary range: from £28,000.00 to £33,000.00
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 Governance 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 internal data systems 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 logged by patients, carers, and stakeholders.
- Support teams in drafting high-quality, empathetic responses in line with the statutory NHS Complaints Regulations.
- Coordinate PALS enquiries and ensure these are addressed promptly and professionally.
- Support in identifying trends and themes from complaints, incidents, and F&F feedback head on Complaints.
- Work closely with the Director of Governance, Head of Quality & Patient Safety and Head of Complaints & Patient Safety to ensure robust systems are in place for recording, reviewing, and learning from incidents and complaints.
- Work closely with the Head of Complaints & Patient Safety 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
- 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
- Experience working within community health or primary care settings
- Understanding Statutory Duty of Candor requirements
- Relevant qualification in complaints handling, patient safety, or governance
- A 2:1 degree or equivalent in experience
Safeguarding & Recruitment Statement
Safeguarding is fundamental to the success in all that we do. The organisation follows a Safer Recruitment process for all roles. Successful candidates are to be reminded they would be subject to proportionate background, DBS and reference checks as required.
Equality, Diversity and Inclusion
We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.
Governance Officer employer: Hollybank Trustees Ltd
HealthHarmonie is an exceptional employer that prioritises employee well-being and professional growth within a supportive hybrid work environment in Birmingham. With a strong commitment to quality healthcare, employees benefit from a culture of collaboration, continuous learning, and the opportunity to make a meaningful impact on patient experiences. The company values diversity and inclusion, ensuring that all team members feel valued and empowered to contribute to innovative healthcare solutions.
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 in governance roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching common questions related to complaints management and patient safety. We recommend practising your responses with a friend to boost your confidence and ensure you come across as knowledgeable and empathetic.
✨Tip Number 3
Showcase your experience! When you get the chance to speak with potential employers, highlight specific examples of how you've handled complaints or incidents in the past. This will demonstrate your capability and understanding of the role.
✨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 and engaged with our organisation.
We think you need these skills to ace Governance Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Governance Officer role. Highlight your experience in complaints management and your understanding of NHS Complaints Regulations. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills:Since this role requires excellent written communication, ensure your application is clear and professional. Use concise language and check for any typos or grammatical errors. We appreciate attention to detail!
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, which is key for the Governance Officer position.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Hollybank Trustees Ltd
✨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’re not just familiar with the role but also genuinely interested in improving patient outcomes.
✨Show Empathy
As a Governance Officer, you'll be dealing with sensitive situations. Prepare examples from your past experience where you've managed complaints or incidents with compassion. This will demonstrate your ability to handle challenging conversations effectively.
✨Highlight Collaboration Skills
You’ll need to work closely with various teams, so think of instances where you’ve successfully collaborated with others. Be ready to share how you’ve driven improvements through teamwork, as this is key to the role.
✨Prepare Questions
Have a few thoughtful questions ready for your interviewers. This could be about their current governance strategies or how they measure success in patient feedback. It shows you're engaged and keen to contribute to their mission.
