HealthHarmonie
Governance Officer
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Governance Officer – Healthcare Complaints & Incident Management
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, specialising in partnerships with the NHS and ICBS to improve patient outcomes and streamline healthcare delivery.
Role Overview
We are seeking an experienced Governance Officer to join our Governance Team in a hybrid role in Birmingham, Edgbaston. You will manage complaints, incidents, and feedback across our community healthcare services, ensuring timely, compassionate, and professional responses to concerns from patients, carers, and stakeholders.
Key Responsibilities
- Receive, acknowledge, and coordinate responses to complaints, concerns, and incidents logged by patients, carers, and external stakeholders.
- Support teams in drafting empathetic, high-quality responses in compliance with NHS Complaints Regulations.
- Manage PALS (Patient Advocacy, Liaison, and Support) enquiries, ensuring prompt and professional handling.
- Analyse complaints, incidents, and F&F (Friends and Family) Test feedback to identify trends and themes for service improvement.
- Collaborate with the Director of Governance, Head of Quality & Patient Safety, and Head of Complaints & Patient Safety to strengthen governance systems for recording, reviewing, and learning from incidents.
- Advise on patient feedback from online reviews and F&F responses, informing service development.
- Work with clinical and operational teams to embed continuous improvement initiatives based on patient concerns.
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Person Specification
Essential Requirements
✔ 2+ years’ experience in complaints and/or incident management within healthcare ✔ Strong understanding of NHS Complaints Regulations and PSIRF (Patient Safety Incident Response Framework) ✔ Excellent written communication and attention to detail ✔ Ability to handle sensitive situations with compassion and professionalism ✔ Experience in stakeholder management (internal and external) ✔ Knowledge of governance, quality assurance, and patient safety principles
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Desirable
✅ Experience in community health or primary care settings ✅ Familiarity with Duty of Candour requirements ✅ Relevant qualification in complaints handling, patient safety, or governance ✅ A 2:1 degree or equivalent in a related field
Safeguarding & Recruitment
Safeguarding is a core priority at HealthHarmonie. Successful candidates will undergo:
- Proportionate background checks
- DBS (Disclosure & Barring Service) clearance, where required
- Reference screening
We embrace fairness and equality; applications are welcome from individuals regardless of age, disability, gender, race, religion, or sexual orientation.
About the Position
- Location: Birmingham, Edgbaston
- Work Pattern: Hybrid
- Job Type: Full-time, Permanent (37.5 hours/week)
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