This is an important role within our Practice, combining clinical knowledge, patient communication, investigation and clinical governance. The successful candidate will help ensure that patients feel heard and that complaints are managed fairly, professionally and sensitively, while ensuring that valuable learning is identified and translated into improvements in patient care and experience.
The postholder will manage and coordinate complaints relating to both clinical and non-clinical aspects of our services. This will include reviewing relevant clinical records, establishing the facts, liaising with clinicians and Practice staff, communicating with patients and preparing or contributing to formal responses.
The role will also contribute to our wider clinical governance, patient safety, risk management and quality improvement processes.
You will be expected to:
- Lead or coordinate investigations into patient complaints and concerns.
- Review relevant clinical records and information where appropriate.
- Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues.
- Communicate sensitively and professionally with patients and their representatives.
- Prepare clear, accurate and compassionate complaint responses.
- Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns.
- Analyse complaint themes and identify opportunities for service improvement.
- Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate.
- Ensure learning from complaints is shared and acted upon.
- Maintain accurate and confidential complaints records.
About the Candidate
We are seeking an experienced healthcare professional with a strong understanding of UK primary care and clinical governance.
You will need excellent communication and interpersonal skills, together with the ability to investigate concerns objectively, analyse clinical information and manage sensitive or challenging situations with professionalism and empathy.
A GP background is preferred, particularly for complaints involving complex clinical decision-making, diagnosis, treatment, prescribing or referrals. However, we will consider applications from other suitably experienced registered healthcare professionals with significant primary care and complaints/governance experience.
You should have:
- Current or recent clinical experience within UK healthcare.
- Significant experience in primary care.
- Experience of managing, investigating or responding to patient complaints.
- Excellent written and verbal communication skills.
- Strong analytical and investigative skills.
- An understanding of clinical governance and patient safety.
- The ability to review and interpret clinical records.
- A calm, empathetic and objective approach to challenging situations.
- Excellent organisational skills and attention to detail.
- The ability to maintain confidentiality and professional boundaries.
- Experience in clinical governance, patient safety, risk management, significant event analysis or quality improvements would be advantageous.
About Us
The role offers the opportunity to make a meaningful contribution to how the practice responds to patient feedback and learns from complaints, while working closely with experienced clinical and management colleagues.
Disclosure and Barring Service Check
Please note 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.
Clinical Complaints Handling Specialist employer: Primary Care Careers
The Humbleyard Practice is an excellent employer, offering a supportive and dynamic work environment for practice nurses in south-west Norwich. With a strong commitment to professional development, flexible working arrangements, and a friendly team, we provide opportunities for meaningful career growth while making a positive impact on the health of our local community.
