Patient Experience and Governance Manager

Governance and Compliance Maintain oversight of the Practices compliance with CQC standards, NHS policies, and other relevant regulations. Develop, implement, and maintain internal governance and compliance policies tailored to a primary care setting. Conduct regular audits and risk assessments, identifying gaps or areas for improvement and implementing corrective actions. Maintain the Practice Risk Register and ensure all risk assessments are regularly updated. Prepare and coordinate documentation for inspections, audits, and external reviews. Produce reports on compliance, governance, and risk management for the Management Team and Partners. Record and monitor significant events, ensuring follow-up and appropriate action plans are implemented. Patient Experience and Complaints Management Lead the coordination and investigation of patient complaints, working with clinical and administrative teams to ensure timely and thorough responses. Draft professional written responses to patients and oversee the implementation of improvements following complaints. Maintain accurate, confidential, and up-to-date records of complaints, outcomes, and learning. Analyse trends from complaints and patient feedback to identify service improvements. Prepare learning summaries and reports for the Management Team and Partners to inform decision-making. Operational and Team Support Support the Practice Manager in day-to-day operations, ensuring staff achieve their responsibilities and maintain excellent patient service. Contribute to change initiatives, such as service delivery improvements, pathway updates, and contract compliance. Deliver or coordinate staff training and briefings on governance, compliance, and patient experience. Contribute to recruitment, induction, and staff development in line with Practice policies. Leadership and Stakeholder Engagement Act as a key member of the Leadership Team, providing insights into patient experience, compliance, and governance. Engage with internal and external stakeholders to gain buy-in for governance and service improvement initiatives. Participate in the duty manager rota, providing operational oversight and serving as a point of contact for staff and management. This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out reasonable duties which may be requested from time to time. Job description Job responsibilities Governance and Compliance Maintain oversight of the Practices compliance with CQC standards, NHS policies, and other relevant regulations. Develop, implement, and maintain internal governance and compliance policies tailored to a primary care setting. Conduct regular audits and risk assessments, identifying gaps or areas for improvement and implementing corrective actions. Maintain the Practice Risk Register and ensure all risk assessments are regularly updated. Prepare and coordinate documentation for inspections, audits, and external reviews. Produce reports on compliance, governance, and risk management for the Management Team and Partners. Record and monitor significant events, ensuring follow-up and appropriate action plans are implemented. Patient Experience and Complaints Management Lead the coordination and investigation of patient complaints, working with clinical and administrative teams to ensure timely and thorough responses. Draft professional written responses to patients and oversee the implementation of improvements following complaints. Maintain accurate, confidential, and up-to-date records of complaints, outcomes, and learning. Analyse trends from complaints and patient feedback to identify service improvements. Prepare learning summaries and reports for the Management Team and Partners to inform decision-making. Operational and Team Support Support the Practice Manager in day-to-day operations, ensuring staff achieve their responsibilities and maintain excellent patient service. Contribute to change initiatives, such as service delivery improvements, pathway updates, and contract compliance. Deliver or coordinate staff training and briefings on governance, compliance, and patient experience. Contribute to recruitment, induction, and staff development in line with Practice policies. Leadership and Stakeholder Engagement Act as a key member of the Leadership Team, providing insights into patient experience, compliance, and governance. Engage with internal and external stakeholders to gain buy-in for governance and service improvement initiatives. Participate in the duty manager rota, providing operational oversight and serving as a point of contact for staff and management. This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out reasonable duties which may be requested from time to time.