Job summary
Unfortunately NPC does not hold a license for Visa Sponsorship and cannot progress any applications for candidates without the right to work in the UK.
Hours:Part-time
(minimum of 15 hours to maximum 22.5 hours per week)
We are seeking an organised, motivated, and detail orientated
individual to join our Clinical Governance Team. The postholder will play a
key role in supporting high quality, safe patient care through effective
coordination of complaints, patient safety incidents, and accident/incident
reporting. You will ensure all processes are managed in line with PSIRF
principles, organisational policy, and statutory requirements.
The successful candidate will be responsible for maintaining
governance logs, supporting investigations, producing patient feedback reports,
and assisting with the preparation of Clinical Governance meeting
documentation. You will work closely with clinical and service leads to produce
clear, high quality complaint responses and ensure timely follow up of actions.
This role is well suited to someone with strong
communication skills, excellent attention to detail, and an interest in patient
experience, safety, and quality improvement. The ability to work effectively
with colleagues at all levels and manage competing priorities is essential.
Main duties of the job
The Clinical Governance &
Patient Experience Coordinator will play a key role in supporting safe, high
quality patient care through effective management of complaints, incidents,
patient feedback, and audit governance. The post-holder will ensure timely,
accurate recording, monitoring, and reporting of all complaints, compliments,
patient safety incidents, and accident & incident events. They will
facilitate investigations, coordinate responses, support clinical governance
processes, and assist the Chief Clinical Officer and wider teams in delivering
high standards of care and continuous improvement.
About us
Norfolk Primary Care Ltd is a Community Interest Company. It was established to:
- Support and strengthen primary care and to promote and assist practices to improve quality by working with and on behalf of primary care in Norfolk.
- Help with challenges identified by practices workload, GP recruitment, sharing best practice.
- Recognise the changing nature of primary care and assist to ensure that the right level of service is provided to address the needs of the local population.
- Provide benefit to patients of primary care, the clinicians and administrators who work in it and practice organisations in Norfolk.
- Work within health systems to provide patient care in innovative and solution-focused ways.
- We offer successful candidates a supportive working environment, competitive salary, excellent working conditions and the benefits of the NHS pension scheme. Other benefits include access to NHS discounts and discounted First Bus travel.
- If you are interested in working in an organisation committed to a culture of professionalism, growth, integrity, positivity and kindness then we would love to hear from you.
Job description
Job responsibilities
Complaints Management
-
Receive, log, and acknowledge
complaints within required timeframes.
-
Draft high quality complaint
responses under the direction of Clinical Leads and Service Leads, which are
overseen by the Chief Clinical Officer.
-
Coordinate complaint
investigations, ensuring accuracy, fairness, and timely completion.
-
Ensure complaint investigations
are aligned with PSIRF principles, applying systems based thinking,
proportionality, and learning focused approaches where complaints involve
patient safety concerns.
- Maintain the central complaints
log and ensure all entries are up to date.
-
Ensure all complaints are handled
in line with organisational policy, regulatory requirements, and Duty of
Candour principles.
Patient Safety Incidents /
Accidents & Incidents
-
Acknowledge patient safety
incidents and ensure early communication with relevant teams.
-
Apply PSIRF principles across all
aspects of incident handling, including acknowledgement, initial review,
investigation facilitation, analysis, and learning extraction.
-
Facilitate the investigation
process in line with PSIRF, including supporting systems based approaches,
evidence gathering, and liaison with clinicians and managers.
-
Maintain accurate and up to date
logs for:
o
Patient Safety Incidents
o
Accidents & Incidents
-
Support Duty of Candour
communication processes where applicable.
-
Ensure outcomes, learning, and
improvement actions are recorded and monitored in accordance with PSIRF
requirements.
Patient Feedback & Reporting
-
Keep all central logs updated for
compliments and patient feedback.
-
Produce regular patient experience
and patient safety reports for relevant committees.
-
Support learning themes and
insights emerging from PSIRF aligned incident investigations.
-
Support trend analysis and
identify themes requiring further improvement action.
Clinical Governance Support
-
Assist in preparing meeting packs
and documentation for Clinical Governance Meetings, including updates on
PSIRF-driven investigations and learning.
-
Record key actions and support
follow-up of governance improvement work.
-
Provide administrative and
coordination support to the Chief Clinical Officer as required.
Audit Coordination
-
Maintain the central audit
schedule and ensure it is kept fully up to date.
-
Liaise with clinical and
administration leads to ensure audits are completed within required timescales.
-
Undertake audits, where
appropriate.
-
Track audit actions and contribute
to reporting on audit compliance.
General Duties
-
Maintain confidentiality and
comply with data protection requirements.
-
Ensure compliance with all
clinical governance, patient safety, and quality standards.
-
Build positive working
relationships with clinical and non-clinical teams.
-
Contribute to continuous service
improvement.
-
Undertake any other duties
reasonably requested that support the function of the organisational clinical
governance framework.
Job description
Job responsibilities
Complaints Management
-
Receive, log, and acknowledge
complaints within required timeframes.
-
Draft high quality complaint
responses under the direction of Clinical Leads and Service Leads, which are
overseen by the Chief Clinical Officer.
-
Coordinate complaint
investigations, ensuring accuracy, fairness, and timely completion.
-
Ensure complaint investigations
are aligned with PSIRF principles, applying systems based thinking,
proportionality, and learning focused approaches where complaints involve
patient safety concerns.
- Maintain the central complaints
log and ensure all entries are up to date.
-
Ensure all complaints are handled
in line with organisational policy, regulatory requirements, and Duty of
Candour principles.
Patient Safety Incidents /
Accidents & Incidents
-
Acknowledge patient safety
incidents and ensure early communication with relevant teams.
-
Apply PSIRF principles across all
aspects of incident handling, including acknowledgement, initial review,
investigation facilitation, analysis, and learning extraction.
-
Facilitate the investigation
process in line with PSIRF, including supporting systems based approaches,
evidence gathering, and liaison with clinicians and managers.
-
Maintain accurate and up to date
logs for:
o
Patient Safety Incidents
o
Accidents & Incidents
-
Support Duty of Candour
communication processes where applicable.
-
Ensure outcomes, learning, and
improvement actions are recorded and monitored in accordance with PSIRF
requirements.
Patient Feedback & Reporting
-
Keep all central logs updated for
compliments and patient feedback.
-
Produce regular patient experience
and patient safety reports for relevant committees.
-
Support learning themes and
insights emerging from PSIRF aligned incident investigations.
-
Support trend analysis and
identify themes requiring further improvement action.
Clinical Governance Support
-
Assist in preparing meeting packs
and documentation for Clinical Governance Meetings, including updates on
PSIRF-driven investigations and learning.
-
Record key actions and support
follow-up of governance improvement work.
-
Provide administrative and
coordination support to the Chief Clinical Officer as required.
Audit Coordination
-
Maintain the central audit
schedule and ensure it is kept fully up to date.
-
Liaise with clinical and
administration leads to ensure audits are completed within required timescales.
-
Undertake audits, where
appropriate.
-
Track audit actions and contribute
to reporting on audit compliance.
General Duties
-
Maintain confidentiality and
comply with data protection requirements.
-
Ensure compliance with all
clinical governance, patient safety, and quality standards.
-
Build positive working
relationships with clinical and non-clinical teams.
-
Contribute to continuous service
improvement.
-
Undertake any other duties
reasonably requested that support the function of the organisational clinical
governance framework.
Person Specification
Experience
Essential
- Experience in administrative or coordination roles.
- Experience handling sensitive information and maintaining accurate records or logs.
- Experience producing professional written documents such as letters, reports, or summaries.
- Understanding of confidentiality, data protection, and information governance.
- Awareness of clinical governance principles and patient centred service delivery.
- Understanding of systems based approaches and PSIRF principles (or willingness to learn).
Desirable
- Experience in a healthcare environment, particularly within governance, patient safety, or complaints teams.
- Experience supporting or coordinating incident investigations.
- Knowledge of NHS complaints processes and regulatory frameworks (e.g., Duty of Candour, NHS Complaints Regulations).
- Understanding of risk management, quality improvement, and audit processes.
Skills and Abilities
Essential
- Excellent written communication skills, with the ability to draft high quality, professional responses.
- Strong organisational and time management skills, with the ability to prioritise multiple deadlines.
- High level of attention to detail and accuracy in documentation and data handling.
- Ability to work collaboratively with clinical and administrative teams.
- Strong interpersonal skills and confidence when liaising with staff at all levels.
- Competent in the use of spreadsheets, databases, and Microsoft Office applications.
- Ability to remain calm and professional when dealing with sensitive or complex issues.
- Ability to apply balanced, fair, and systems based thinking to complaints and incidents.
Desirable
- Ability to analyse patient safety and complaint themes to support organisational learning.
- Ability to produce clear reports for governance meetings.
- Confidence facilitating investigations or supporting clinicians through governance processes.
- Experience using incident management or quality systems (e.g., Datix or similar).
Qualifications
Essential
- Educated to A Level or equivalent experience.
- Strong written communication skills demonstrated through education or previous roles.
- Willingness to undertake training in patient safety, complaints handling, and PSIRF.
Desirable
- Qualification in healthcare administration, quality, governance, or related field.
- Training in complaints management or incident investigation.
- Knowledge or formal training in the Patient Safety Incident Response Framework (PSIRF).
Person Specification
Experience
Essential
- Experience in administrative or coordination roles.
- Experience handling sensitive information and maintaining accurate records or logs.
- Experience producing professional written documents such as letters, reports, or summaries.
- Understanding of confidentiality, data protection, and information governance.
- Awareness of clinical governance principles and patient centred service delivery.
- Understanding of systems based approaches and PSIRF principles (or willingness to learn).
Desirable
- Experience in a healthcare environment, particularly within governance, patient safety, or complaints teams.
- Experience supporting or coordinating incident investigations.
- Knowledge of NHS complaints processes and regulatory frameworks (e.g., Duty of Candour, NHS Complaints Regulations).
- Understanding of risk management, quality improvement, and audit processes.
Skills and Abilities
Essential
- Excellent written communication skills, with the ability to draft high quality, professional responses.
- Strong organisational and time management skills, with the ability to prioritise multiple deadlines.
- High level of attention to detail and accuracy in documentation and data handling.
- Ability to work collaboratively with clinical and administrative teams.
- Strong interpersonal skills and confidence when liaising with staff at all levels.
- Competent in the use of spreadsheets, databases, and Microsoft Office applications.
- Ability to remain calm and professional when dealing with sensitive or complex issues.
- Ability to apply balanced, fair, and systems based thinking to complaints and incidents.
Desirable
- Ability to analyse patient safety and complaint themes to support organisational learning.
- Ability to produce clear reports for governance meetings.
- Confidence facilitating investigations or supporting clinicians through governance processes.
- Experience using incident management or quality systems (e.g., Datix or similar).
Qualifications
Essential
- Educated to A Level or equivalent experience.
- Strong written communication skills demonstrated through education or previous roles.
- Willingness to undertake training in patient safety, complaints handling, and PSIRF.
Desirable
- Qualification in healthcare administration, quality, governance, or related field.
- Training in complaints management or incident investigation.
- Knowledge or formal training in the Patient Safety Incident Response Framework (PSIRF).
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.
