Compliance and Complaints Officer

Job summary

Brundall Medical Partnership is pleased to offer an exciting opportunity for a compliance and complaints officer to join our team on a part-time basis for 25.5 hours per week. Working pattern can be discussed at interview.

Main duties of the job

• Monitor and ensure compliance with relevant legislation, NHS policies, and Care Quality Commission (CQC) requirements.
• Maintain up-to-date knowledge of regulatory changes affecting primary care, including data protection (GDPR), safeguarding, infection control, and health and safety.
• Support internal and external audits, inspections, and quality assurance processes.
• Maintain registers of compliance activities (e.g. risk register, significant events, policies).
• Ensure policies and procedures are current, accessible, and reviewed in line with governance frameworks.
• Act as the first point of contact for patient complaints, concerns, and feedback.
• Manage the complaints process in accordance with NHS Complaints Regulations and local policies.
• Conduct thorough and impartial investigations, liaising with clinical and administrative teams as needed.
• Prepare clear, timely written responses and maintain comprehensive records of all complaints and actions taken.
• Identify trends and recurring issues to support service improvement and patient safety initiatives.
• Provide training and guidance to staff on handling complaints and communication with patients.
• Support clinical governance meetings and produce reports summarising compliance and complaints data.
• Assist in developing action plans following audits, incidents, and complaints, monitoring progress to completion.
• Promote a positive learning culture that encourages feedback and improvement.
• Work collaboratively with the management team.

About us

Brundall Medical Partnership, located in Brundall,are a rural friendly practice, we have approximately 8400 patients and dispense to nearly half of our patient list. Our team consists of two Partners, one GP and one ANP. We have three salaried GP's, a Paramedic Practitioner and Physician Assistant. We have two Practice Nurses, three HCA's. We also have ARRS staff which include a First Contact Physiotherapist, Social Prescriber, Mental Health Nurse and a Wellbeing team. Were fortunate to have outstanding dispensary, reception, and administration teams. We are a friendly, well respected practice. We offer the following benefits:-

• NHS Pension Scheme
• Benenden Health
• Staff Reward scheme
• Enhanced maternity