Compliance and Complaints Officer

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. 

Compliance and governance

• 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.

Complaints management

• 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.

Quality and improvement

• 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 to ensure lessons learned are implemented and shared.

Communication and liaison

• Liaise with patients, families, staff, and external agencies (e.g., NHS England, ICB, CQC, Ombudsman) in relation to complaints and compliance matters.
• Ensure confidentiality and professionalism in all communications.
• Contribute to the practice’s patient engagement and feedback mechanisms.

To be considered for the position, you will have the following;

Essential

• Experience in a healthcare, governance, or complaints-handling role.
• Knowledge of NHS Complaints Regulations and CQC compliance standards.
• Excellent communication, negotiation, and interpersonal skills.
• Strong organisational and analytical abilities.
• Ability to handle sensitive information with discretion and integrity.
• Competent in Microsoft Office and patient management systems.

Desirable

• Previous experience in a GP practice, PCN, or NHS setting.
• Knowledge of data protection (GDPR), clinical governance, and safeguarding frameworks.
• Experience in audit or risk management.
• Training in root cause analysis or complaints handling.

Key competencies

• Professionalism and empathy when dealing with patients and staff.
• Attention to detail and commitment to high standards of governance.
• Ability to work independently and as part of a multidisciplinary team.
• Problem-solving and critical thinking.