HealthHarmonie
Governance Officer
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Location
Birmingham, Edgbaston
Work Pattern
Hybrid
Job Type
Full-time, Permanent
Hours
37.5 per week
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable
- 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.
We welcome applications from anyone regardless of age, disability, gender, race, or ethnic and national origins, religion or belief, or sexual orientation.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills