Governance Manager

Job description

Job responsibilities

For Full Job Description please see document attachment to this advert.

KEY RESPONSIBILITIES

Governance & Risk Management

• Lead the governance framework for the practice, ensuring compliance with regulatory, contractual, and legal requirements.
• Oversee the management of significant events, including root cause analysis, learning dissemination, and follow-up actions.
• Support risk management processes and maintain the practice risk register.
• Ensure governance processes are consistent, documented, and accessible via Shared Drives and TeamNet (practice intranet)

Complaints & Patient Experience

• Provide oversight of the complaints process, ensuring timely, fair, and transparent handling in line with NHS and practice policies.
• Line-manage the Patient Advice & Liaison Officer, supporting their day-to-day handling of complaints, responses, and meeting coordination.
• Monitor trends, identify areas for improvement, and report findings to the senior management team.
• Oversee and support the Patient Participation Group, ensuring it is well-engaged and aligned with practice priorities.

Information Governance & GDPR

• Act as the practice lead for information governance and data protection.
• Ensure compliance with GDPR and other relevant legislation.
• Support staff training and awareness in information governance and data protection.
• Liaise with external bodies (e.g. NHS Digital, ICO) where required.

Leadership & Team Contribution

• Work collaboratively with the senior management team to ensure governance is embedded in practice culture.
• Provide guidance and support to colleagues in understanding governance responsibilities.
• Line-manage, support, and develop the Patient Advice & Liaison Officer, ensuring effective delegation and oversight.
• Represent the practice at governance-related meetings and networks

Continuous Improvement

• Regularly review and refine governance systems to ensure efficiency and effectiveness.
• Support quality improvement initiatives and contribute to CQC preparation and compliance.
• Identify opportunities for service development and share learning across the practice.
• Promote a culture of openness, reflection, and learning.

Person Specification

Qualifications

Essential

• Education to Diploma or Degree level

Experience

Essential

• - Experience of governance, compliance, or risk management within healthcare or a related field.
• - Strong knowledge of complaints handling, information governance, and GDPR.
• - Understanding of safeguarding responsibilities in healthcare and experience of working within safeguarding processes (or willingness to undertake training).
• - Experience of supervising or line-managing staff.

Desirable

• - Experience of working in a primary care or NHS setting.
• - Experience of handling litigation
• - Experience in patient participation processes
• - Experience using governance or quality improvement tools.
• - Previous experience of managing or supporting safeguarding systems in a healthcare setting.

Practical and Intellectual Skills

Essential

• - Excellent organisational and analytical skills, with the ability to prioritise effectively.
• - Strong interpersonal and communication skills, able to influence and support colleagues at all levels.
• - Ability to interpret and apply legislation, regulation, and policy.
• - Proficient in use of IT programs, including Office 365, MS Teams and Outlook

Desirable

• - Familiarity with CQC requirements and NHS governance frameworks.
• - Evidence of ongoing professional development and interest in leadership progression.

Disposition/Adjustment/Attitude

Essential

• - Unflappable and diplomatic
• - Responsive and empathic approach to patients and staff, yet also able to reason assertively where appropriate.
• - Supportive approach when communicating with GPs or other staff who might be the subject of a complaint or negative significant event.
• - Have an approachable attitude to enable staff to raise concerns or when seeking guidance
• - Great teamwork ethic
• - Flexible in terms of role and availability
• - Ability to work under pressure/multi-task

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.

Employer details

Employer name

Carn To Coast Health Centres

Address

Station Road

Pool

Redruth

Cornwall

TR15 3DU

Employer's website

https://www.carntocoast.co.uk/ (Opens in a new tab)