Job summary
We are a friendly, patient-focused GP practice committed to delivering high-quality care to our local community. Our team prides itself on being supportive, collaborative, and forward-thinking, with a strong emphasis on continuous improvement and staff well-being.
We are looking for a motivated and detail-oriented Governance Lead to join our team on a part-time basis. This is an excellent opportunity for someone who is passionate about quality, safety, and compliance within primary care.
Our multi-disciplinary team consists of two GP Partners, Advanced Clinical Practitioner Partner and Pharmacist Partner. They are all supported by Advanced Clinical Practitioners who lead on acute same day care, alongside the Home Visiting Team and First Contact Physio, Pharmacists, Practice Nurses and HCAs.
We also have Social Prescribers who work as PCN staff dealing with the Mental Health of our patients.
Our administration team handle all incoming letters, assist in sending clinical letters, referrals, invites and all non-NHS work, along with our reception team who handle all incoming calls and booking of appointments.
Main duties of the job
As a Governance Lead, you will play a key role in supporting and strengthening our governance framework, ensuring that we continue to provide safe, effective, and well-led services.Your responsibilities will include:
- Complaints & Patient Feedback
- Significant Event Analysis (SEA) & Incident Management
- Regulatory
Compliance & Quality Assurance
Please refer to the Job Description document for a more detailed overview of the role.
About us
16,201 patient practice in rural Wiltshire and Dorset;
Main surgery at Salisbury with branch surgeries at Larkhill, Sixpenny Handley and Broad Chalke;
CQC rating Good;
High QOF achievers due to our efficient admin support team;
Home Visiting team meaning limited GP cover;
Part of the Salisbury Plain PCN with expanding team which includes for our practice Paramedic (Home Visiting Team), Clinical Pharmacist, Social Prescribers, First Contact Physiotherapist and a GPA;
Workflow optimisation for data team, reduced admin for GPs;
On-site dispensary located in at our branch site in Larkhill;
SystmOne Web clinical system, also using Cinapsis, AccuRX, SystmConnect, T-Quest and TeamNet;
Full complement administration team who oversee letter processing, insurance reports, solicitor reports and all other non-NHS works, safeguarding reports and referrals;
Face-to-face and telephone triage systems available to patients all day overseen by our Advanced Clinical Practitioners;
Enhanced hours as part of our PCN network of practices;
30 intermediate care beds which we provide a weekly on-site clinic with limited number of patients;
Nurse-led chronic disease clinics;
Comprehensive clinical pathways that are ever evolving;
Continued personal development support;
Job description
Job responsibilities
The following are the core responsibilities of the Governance Lead. There may be, on occasion,
a requirement to carry out other tasks. This will be dependent upon factors
such as workload and staffing levels and current competency:
Complaints & Patient Feedback
-Centralised Case Management:Act
as the primary point of contact for allpatient complaintsacrossallsites, ensuring
investigations are thorough and responses meet statutory requirements.
-Response coordination: Work
closely with the Practice Manager and relevant leads/cliniciansto
ensuretimely,appropriateand high-quality written responses to
complaints.
-Resolution & Mediation:Work
with the practice manager tolead face-to-face resolution meetings with patients at any of
thesites.
-Learning from Feedback:Produce
monthly thematic analysis reports for the Partners,identifying staffgroupingsor
group-wide trends to drive service improvements.
-Service improvement &
training: Work with Practice Leads to ensure learning from complaints informs
service redesign, stafftrainingand quality improvement
initiatives.
Significant Event Analysis (SEA) & Incident Management
-Oversight:Manageincident reporting system Significant
Event Reporting onTeamnet, ensuring all staff (clinical and
administrative) at every site are trained to report near-misses and
errors.
-Investigation Coordination:Facilitate
the investigation of Significant Events by staff, ensuring comprehensive
documentation onTeamNetand the capture of lessons learned to inform
service improvement and risk mitigation.
-Learning from Significant Events:Produce
a monthly group-wide SEA summary for the
Partners;identifyingtrends, recurring risks, and system issues,
with recommendations for improvement.
-Service redesign and training from
learning:Use learningidentifiedthroughSEAsto work
with Practice Leads and the Practice Manager to design and implement service
improvements, pathway changes, and targeted staff training.
-Embedding learning:Ensure
agreed actions arising from SEAs are implemented,monitored, and reviewed
across all four sites, with evidence of impact on patient safety and service
quality.
-Continuous improvement:Support
a culture of openness and learning by promoting reflective practice and
ensuring staff understand how SEA learning translates into real changes in
practice.
Regulatory
Compliance & Quality Assurance
-CQC: Work with the practice
manager to maintaina centralisedevidencefor CQC inspection.and
conducting regular "mock inspections" at each branch.
-Audit Programme:Coordinate a
schedule of compliance audits across all premises, including infection control, health and safety and data security.
Job description
Job responsibilities
The following are the core responsibilities of the Governance Lead. There may be, on occasion,
a requirement to carry out other tasks. This will be dependent upon factors
such as workload and staffing levels and current competency:
Complaints & Patient Feedback
-Centralised Case Management:Act
as the primary point of contact for allpatient complaintsacrossallsites, ensuring
investigations are thorough and responses meet statutory requirements.
-Response coordination: Work
closely with the Practice Manager and relevant leads/cliniciansto
ensuretimely,appropriateand high-quality written responses to
complaints.
-Resolution & Mediation:Work
with the practice manager tolead face-to-face resolution meetings with patients at any of
thesites.
-Learning from Feedback:Produce
monthly thematic analysis reports for the Partners,identifying staffgroupingsor
group-wide trends to drive service improvements.
-Service improvement &
training: Work with Practice Leads to ensure learning from complaints informs
service redesign, stafftrainingand quality improvement
initiatives.
Significant Event Analysis (SEA) & Incident Management
-Oversight:Manageincident reporting system Significant
Event Reporting onTeamnet, ensuring all staff (clinical and
administrative) at every site are trained to report near-misses and
errors.
-Investigation Coordination:Facilitate
the investigation of Significant Events by staff, ensuring comprehensive
documentation onTeamNetand the capture of lessons learned to inform
service improvement and risk mitigation.
-Learning from Significant Events:Produce
a monthly group-wide SEA summary for the
Partners;identifyingtrends, recurring risks, and system issues,
with recommendations for improvement.
-Service redesign and training from
learning:Use learningidentifiedthroughSEAsto work
with Practice Leads and the Practice Manager to design and implement service
improvements, pathway changes, and targeted staff training.
-Embedding learning:Ensure
agreed actions arising from SEAs are implemented,monitored, and reviewed
across all four sites, with evidence of impact on patient safety and service
quality.
-Continuous improvement:Support
a culture of openness and learning by promoting reflective practice and
ensuring staff understand how SEA learning translates into real changes in
practice.
Regulatory
Compliance & Quality Assurance
-CQC: Work with the practice
manager to maintaina centralisedevidencefor CQC inspection.and
conducting regular "mock inspections" at each branch.
-Audit Programme:Coordinate a
schedule of compliance audits across all premises, including infection control, health and safety and data security.
Person Specification
Skills
Essential
- Advancedreport-writinganddata analysis.
Desirable
- Proficiency inEMIS/SystmOne.
Attributes
Essential
- Exceptionalconflict resolutionand influence skills.
Experience
Essential
- 2+ years inHealthcare Governanceor Practice Management.
Desirable
- Experience managingmultiple sitesin Primary Care.
Person Specification
Skills
Essential
- Advancedreport-writinganddata analysis.
Desirable
- Proficiency inEMIS/SystmOne.
Attributes
Essential
- Exceptionalconflict resolutionand influence skills.
Experience
Essential
- 2+ years inHealthcare Governanceor Practice Management.
Desirable
- Experience managingmultiple sitesin Primary Care.
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.
