Clinical Governance & Patient Experience Coordinator

Unfortunately NPC do not hold a licence for Visa Sponsorship and cannot progress any applications for candidates without the right to work in the UK.

Hours: Part‑time (minimum of 15 hours to maximum 22.5 hours per week)

We are seeking an organised, motivated, and detail‑oriented individual to join our Clinical Governance Team. The postholder will play a key role in supporting high quality, safe patient care through effective coordination of complaints, patient safety incidents, accident/incident reporting, and audit governance. You will ensure all processes are managed in line with PSIRF principles, organisational policy, and statutory requirements.

Job responsibilities

• Complaints Management
  • Receive, log, and acknowledge complaints within required timeframes.
  • Draft high quality complaint responses under the direction of Clinical Leads and Service Leads, overseen by the Chief Clinical Officer.
  • Coordinate complaint investigations, ensuring accuracy, fairness, and timely completion.
  • Ensure complaint investigations are aligned with PSIRF principles, applying systems‑based thinking, proportionality and learning‑focused approaches where complaints involve patient safety concerns.
  • Maintain the central complaints log and ensure all entries are up to date.
  • Ensure all complaints are handled in line with organisational policy, regulatory requirements and Duty of Candour principles.
• Patient Safety Incidents / Accidents & Incidents
  • Acknowledge patient safety incidents and ensure early communication with relevant teams.
  • Apply PSIRF principles across all aspects of incident handling, including acknowledgement, initial review, investigation facilitation, analysis and learning extraction.
  • Facilitate the investigation process in line with PSIRF, supporting systems‑based approaches, evidence gathering and liaison with clinicians and managers.
  • Maintain accurate and up‑to‑date logs for patient safety incidents and patient feedback.
  • Support Duty of Candour communication processes where applicable.
  • Ensure outcomes, learning and improvement actions are recorded and monitored in accordance with PSIRF requirements.
  • Produce regular patient experience and patient safety reports for relevant committees.
  • Support learning themes and insights emerging from PSIRF‑aligned incident investigations.
  • Support trend analysis and identify themes requiring further improvement action.
• Clinical Governance Support
  • Assist in preparing meeting packs and documentation for Clinical Governance Meetings, including updates on PSIRF‑driven investigations and learning.
  • Record key actions and support follow‑up of governance improvement work.
  • Provide administrative and coordination support to the Chief Clinical Officer as required.
• Audit Coordination
  • Maintain the central audit schedule and ensure it is kept fully up to date.
  • Liaise with clinical and administration leads to ensure audits are completed within required timescales.
  • Undertake audits where appropriate.
  • Track audit actions and contribute to reporting on audit compliance.
• General Duties
  • Maintain confidentiality and comply with data protection requirements.
  • Ensure compliance with all clinical governance, patient safety and quality standards.
  • Build positive working relationships with clinical and non‑clinical teams.
  • Contribute to continuous service improvement.
  • Undertake any other duties reasonably requested that support the function of the organisational clinical governance framework.

Person Specification

• Experience
  • Experience in administrative or coordination roles.
  • Experience handling sensitive information and maintaining accurate records or logs.
  • Experience producing professional written documents such as letters, reports or summaries.
  • Understanding of confidentiality, data protection and information governance.
  • Awareness of clinical governance principles and patient‑centred service delivery.
  • Understanding of systems‑based approaches and PSIRF principles (or willingness to learn).
  • Experience in a healthcare environment, particularly within governance, patient safety or complaints teams.
  • Experience supporting or coordinating incident investigations.
  • Knowledge of NHS complaints processes and regulatory frameworks (e.g. Duty of Candour, NHS Complaints Regulations).
  • Understanding of risk management, quality improvement and audit processes.
• Skills and Abilities
  • Excellent written communication skills, with the ability to draft high quality, professional responses.
  • Strong organisational and time‑management skills, with the ability to prioritise multiple deadlines.
  • High level of attention to detail and accuracy in documentation and data handling.
  • Ability to work collaboratively with clinical and administrative teams.
  • Strong interpersonal skills and confidence when liaising with staff at all levels.
  • Competent in the use of spreadsheets, databases and Microsoft Office applications.
  • Ability to remain calm and professional when dealing with sensitive or complex issues.
  • Ability to apply balanced, fair and systems‑based thinking to complaints and incidents.
  • Ability to analyse patient safety and complaint themes to support organisational learning.
  • Ability to produce clear reports for governance meetings.
  • Confidence facilitating investigations or supporting clinicians through governance processes.
  • Experience using incident management or quality systems (e.g. Datix or similar).
• Qualifications
  • Educated to A Level or equivalent experience.
  • Strong written communication skills demonstrated through education or previous roles.
  • Willingness to undertake training in patient safety, complaints handling and PSIRF.
  • Qualification in healthcare administration, quality, governance or a related field.
  • Training in complaints management or incident investigation.
  • Knowledge or formal training in the Patient Safety Incident Response Framework (PSIRF).

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.

About us

Norfolk Primary Care Ltd is a Community Interest Company committed to supporting and strengthening primary care and promoting best practice in Norfolk. We offer a supportive working environment, competitive salary, excellent working conditions and the benefits of the NHS pension scheme. Other benefits include access to NHS discounts and discounted First Bus travel.