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HealthHarmonie
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  • Customer Account Manager  

    - Somerset
    About Medinet Group: Medinet Group is a dynamic healthcare organisatio... Read More
    About Medinet Group: Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses - Medinet (insourcing), HealthHarmonie (community specialist services), and HealthHarmonie Minds (mental health and wellbeing services) - work collaboratively with NHS and healthcare partners to enhance patient care, reduce waiting times, and drive innovation in healthcare delivery.
    To be successful as a customer account manager, you should be able to manage and develop your accounts and ensure client satisfaction. You will be actively involved in generating leads, reaching out to potential prospects through cold calling, and fostering strong relationships with existing and prospective clients. Your proficiency in cold calling and your ability to effectively communicate the value of our services will play a crucial role in driving business growth.
    KEY RESPONSIBILITES Developing and maintaining an in-depth understanding of our business, offerings, competitors, and industry trends to remain well-informed and proficient in client interactionsIdentify and assess suitable host sites for new and existing contractsInitiating contact with potential clients, following up on leads, and successfully acquiring new clients (GP's) to expand the business. This role involves extensive travel within a broad geographic region which includes, but not limited to.Nurturing and cultivating strong, trusting relationships with clients, fostering loyalty and long-term partnershipsIdentifying and comprehending client needs, proactively seeking out new business opportunities within your assigned portfolioDelivering exceptional customer service and consistently striving to ensure clients' needs are met and expectations are exceededClear and efficient communication between internal teams, ensuring seamless delivery of solutions and services to clientsIdentifying areas for improvement within the account management process and suggesting new tools and streamlined processes to enhance efficiency Think strategically when you're faced with obstruction from internal and external stakeholders.
    ABOUT YOUEntry-level professional with a focus on business development, sales, or account managementIdeally experienced in healthcare sectorDriven and ambitious, with a strong determination to achieve successExperience in cold calling and prospecting to generate new leads and clients would be advantageousExcellent communication, interpersonal, and negotiation skills, enabling effective interactions with clients and internal teamsProficiency in Microsoft Office to efficiently manage client data and communicationHighly organised and solution-oriented, capable of resolving challenges and achieving objectivesSelf-starter with the ability to work efficiently under pressure and independently drive initiativesPossession of a full, clean driving license and access to a car to facilitate travel for client meetings and business needs
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  • Weekend Healthcare Assistant  

    - Stafford
    Are you currently a care assistant or looking to get into the Health a... Read More
    Are you currently a care assistant or looking to get into the Health and Social Care sector? If so, this role is for you!
    ABOUT THE ROLEWe are seeking a dedicated and proactive individual to join our team as a Healthcare Assistant - Dermatology Technician. In this role, you will play a crucial part in ensuring the smooth operation of our dermatology clinics and the well-being of our patients. Your responsibilities will include:Accurately capture images of skin lesions and promptly upload them to our Tele Dermatology platform for assessment and diagnosisManage and enhance the overall patient experience, providing a welcoming and compassionate atmosphere. Conduct GDPR and COVID security checks with patients to safeguard their data and health.Assist medical professionals by handling patient data, ensuring all records are complete and accurate.Collaborate with clinical staff to facilitate patient appointments, ensuring efficient scheduling and a seamless patient journey.Strictly adhere to infection control procedures to maintain a clean and safe healthcare environment for patients and staff.
    Contract Type: Part time, PermanentHours: 16 hours per weekWork Pattern: Saturday - Sunday
    Our Clinic locations are nationwide and include Birmingham, Hereford, Warwickshire, Shropshire, Telford, Worcestershire, Stoke, Staffordshire, Doncaster, Nottinghamshire, Wrexham, Reading, Frimley, Slough and Bassetlaw. This is a mobile role, and you will be expected to travel to any of these site locations. 
    ABOUT YOUMUST HAVE a Driving Licence and own vehicle to visit sites in the areas mentioned abovePrevious experience in administration and delivering exceptional customer care IT literate with proficiency in using computer systems and software You must show a great passion for providing high-quality care and take pride in your work  
    BENEFITSContract Type: Part -Time, PermanentSalary: £27,601 pro- rataOngoing Support and TrainingQuarterly bonus Travel Allowance: 45p per mile28 days Annual Leave + Bank Holidays - Pro rataPension SchemeNHS Employee Discounts
    ExpectationsThe successful Healthcare Assistant will have the potential to make a real impact in our business, help our patients and embark on a fantastic career. However, before you can start this new, exciting adventure within the company we will need to ensure that you are legally eligible to work with us. This means that your role will be subject to a successful disclosure at an appropriate level from Disclosure and Barring Service (DBS) and the provision of your right to work documentation at interview stage. Your training will involve a corporate induction on your first day and then shadowing an experienced team member, which will provide you with the skills and knowledge to be successful in the role. This training is a vital part to the start of your career with us and you will need to commit to full attendance during this time.  DiversityHealthHarmonie prides itself for being an equal opportunity employer committed to diversity and inclusion. We encourage applications from qualified candidates from a wide array of backgrounds because we know that it is the differences in our people that make our company a better and more welcoming place to work. HealthHarmonie Ltd is a fast paced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the ever-changing healthcare industry and developed its presence across all the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home. Read Less
  • Patient Pathway Administrator  

    - Birmingham
    ABOUT USHealthHarmonie Ltd is a fastpaced, growing organisation that o... Read More
    ABOUT USHealthHarmonie Ltd is a fastpaced, growing organisation that operates from the vibrant city centre of Birmingham. Established in 2003, the company has grown with the everchanging healthcare industry and developed its presence across the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home. ABOUT THE ROLEPatient Safety administrators are responsible for reviewing patient journeys and ensuring accuracy of patient information within the systems. The main task involves auditing the patient journey in the HealthHarmonie service and making necessary corrections where required.
    ABOUT YOU Patient safety and satisfaction is at the core of everything we do, therefore our ideal candidate should embrace our core values by being compassionate, motivated, attentive and displaying a high degree of integrity and sense of excellence. Key skills required for this role are:
    Previous experience working in an administrative roleExcellent written and verbal communication skillsExperience in working independently and as part of a teamFriendly and confident telephone mannerAttention to detailExcellent organisational abilityExperience with Microsoft packages and company databasesQuick to learn new skills and systemsAn understanding of a Healthcare setting would be an advantage, but full training will be given
    WHAT WE OFFERLocation: Edgbaston, Birmingham (B15 3DP)Salary: £24,001 rising to £24,501 post successful probationBonus Incentive schemeOngoing Support and TrainingExcellent Career Progression - with many members of our management team having been promoted from within the companyPension SchemeNHS Employee DiscountsAnnual Salary Review By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK. Whether this be joining us in a clinical role or an administration role your presence in HealthHarmonie is vital. All of our roles require you to have an innovative thought process, a willingness to learn new skills and the want to be in charge of your own career by taking ownership of the role you are completing. Read Less
  • Business Development Director  

    - Surrey
    HealthHarmonie, part of the Medinet group, is a leading private health... Read More
    HealthHarmonie, part of the Medinet group, is a leading private healthcare provider dedicated to delivering high-quality healthcare services to patients across the UK. We specialise in partnering with the NHS and ICBS to provide innovative solutions that improve patient outcomes and streamline healthcare delivery. We are seeking an experienced and strategic Business Development Director to drive business growth within the NHS sector. The successful candidate will have a strong network of senior NHS colleagues across ICBs and NHS Trusts, leveraging these relationships to generate new business opportunities and secure contracts.
    The role requires a deep understanding of the NHS landscape, patient choice frameworks, and procurement processes. The ideal candidate will be adept at securing PSR accreditation with ICBs, bidding for tenders, and managing contract relationships with NHS bodies. The ability to collaborate with internal teams, healthcare professionals, and key decision-makers to develop sustainable partnerships is essential. Ideal locations include South England, North England, or the Midlands, with the flexibility to work in a remote or hybrid model from our head office locations in Birmingham or London. Key ResponsibilitiesDevelop and maintain a high-level network of senior NHS stakeholders within ICBs and Trusts.Identify, generate, and convert new business opportunities through established relationships and proactive networking.Lead on PSR accreditation processes with ICBs to facilitate new business growth.Source and assess tender opportunities, working closely with internal teams and subject matter experts to develop bids.Collaborate with healthcare professionals, internal stakeholders, and external partners to shape innovative service offerings that align with NHS priorities.Maintain a strategic outlook, identifying long-term growth opportunities within the NHS landscape.Represent the organisation at key industry events, delivering presentations and engaging with senior NHS decision-makers.Work independently and as part of a cross-functional team, supporting company-wide business development initiatives.Regularly travel across the UK to meet with NHS stakeholders and attend key meetings. Essential CriteriaProven experience working within NHS/Healthcare business development.Established, senior-level network within ICBs and NHS Trusts.Demonstrated track record in developing and expanding business opportunities within the healthcare sector.Strong understanding of NHS patient choice frameworks and how they impact business development.Experience working collaboratively with healthcare professionals and decision-makers to design and implement business solutions.Strategic thinker with the ability to translate relationships into commercial opportunities.Ability to work independently while effectively contributing to a cross-functional team.Excellent presentation, negotiation, and stakeholder engagement skills. Willingness to travel regularly and engage with senior NHS colleagues.
    Desirable CriteriaExperience in securing and managing PSR accreditation with ICBs.Experience in bidding for NHS tenders and navigating procurement frameworks. BenefitsCompetitive salary and performance-based incentives.25 days annual leave plus bank holidays Flexible working options.Professional development opportunities.Company pension scheme.Travel expenses covered.
    If you have the expertise and NHS network to make a significant impact in this role, we would love to hear from you.
    Apply today to join our dynamic team and drive meaningful growth in the healthcare sector.
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  • Practice Development Lead  

    - Birmingham
    About Medinet Group: Medinet Group is a dynamic healthcare organisatio... Read More
    About Medinet Group: Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses - Medinet (insourcing), HealthHarmonie (community specialist services), and HealthHarmonie Minds (mental health and wellbeing services) - work collaboratively with NHS and healthcare partners to enhance patient care, reduce waiting times, and drive innovation in healthcare delivery.
    Through this integrated model, we're expanding into new clinical specialties and international markets, creating significant opportunities for growth and development while ensuring that patients across physical and mental health pathways receive safe, efficient, and compassionate care.

    Role Overview: The Practice Development Lead (PDL) is responsible for enhancing quality management within the mental health service, playing a pivotal role in upholding service standards. This position will focus on providing direct support for clinical and organisational staff while serving as a key liaison between service users and the organisation when concerns arise. The PDL will contribute to a culture of accountability, continuous improvement, and patient-centred care.  
    Key Responsibilities:Service User Liaison and SupportAct as the primary point of contact for service users raising informal or formal concerns about mental health service delivery, ensuring their perspectives are integrated into the quality management process.Respond to service user concerns with professionalism, empathy, and a focus on resolution, thoroughly documenting interactions.Facilitate formal escalation of issues to clinical governance when necessary, following established protocols and policies.Provide timely updates to service users throughout the resolution process, reinforcing the commitment to person-centred care.Identify and analyse recurring themes in service user feedback, presenting insights to the clinical governance team to inform service improvement initiatives and uphold quality standards.

    Accountabilities - Audit, Quality Improvement & GovernanceWork with the Medical and Operations Directors to plan and deliver regular quality audits, assessing compliance with clinical governance and mental health service standards.Analyse audit data to identify trends, provide constructive feedback, and drive evidence-based improvements in practice and process.Support teams in implementing and sustaining quality improvement actions aligned with organisational objectives.Contribute to the development and review of quality frameworks, governance policies, and compliance processes.Ensure adherence to all relevant legislation, safeguarding, and data protection standards.Actively participate in governance reporting and continuous improvement initiatives.Promote a culture of learning, reflection, and accountability across the service, championing equality, diversity, and inclusion in all quality-related activities.

    Essential Person Specification:Proven experience in quality management, clinical governance, or service improvement within a mental health or healthcare setting.Strong skills in mentoring and supporting staff in quality practices and compliance with clinical governance.Excellent communication and interpersonal skills for providing supportive, constructive feedback.Demonstrated experience in liaising with service users and addressing concerns in a sensitive and professional manner.Strong organisational skills in maintaining accurate records, preparing reports, and tracking quality improvement initiatives.

    Desirable Person Specification:Familiarity with mental health or neurodevelopmental services and relevant quality standards.Knowledge of quality management frameworks and clinical governance policies governing service delivery.Experience in supporting staff through digital or remote service delivery contexts with a focus on quality compliance.
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  • ASD Patient Liaison Team Lead  

    - Birmingham
    Location: Sutton ColdfieldContract: Full-time, Permanent (37.5 hours p... Read More
    Location: Sutton ColdfieldContract: Full-time, Permanent (37.5 hours per week)Work Pattern: Hybrid (Service operates 7 days/week, 12 hours/day - shift flexibility required) About UsHealthHarmonie, part of the Medinet Group, is a leading private healthcare provider committed to delivering high-quality care across the UK. We partner with the NHS and ICBs to deliver innovative, patient-centred solutions that improve outcomes and streamline healthcare pathways.Our ADHD/ASD Assessment Service provides timely and compassionate support for patients and families navigating diagnosis, treatment, and aftercare. We are growing rapidly and are seeking a dedicated Team Lead to support the development and daily operations of our Patient Liaison function. Role OverviewAs Team Lead, you'll be responsible for overseeing a team of Patient Liaison Officers (PLOs), ensuring the smooth, compassionate, and compliant delivery of patient services across the ASD pathway. You'll act as the primary escalation point for patient, GP, and internal team queries, while also coaching your team to deliver a high-quality, consistent service.You'll support the operational management of referrals, triage, virtual consultations, and aftercare processes, ensuring the service runs efficiently and patients feel informed, respected, and supported at every stage. Key ResponsibilitiesTeam Leadership & Line ManagementSupervise, mentor, and support a team of PLOs, fostering a culture of compassion, accountability, and continuous improvementMonitor individual and team performance, conduct 1:1s, and support professional developmentManage team rota and ensure adequate shift coverage across service hoursOperational OversightEnsure the timely and accurate processing of referrals, triage calls, appointments, and follow-up activitiesReview and quality-check outbound communications, clinical report uploads, and data entriesLead on the adoption and optimisation of systems such as EMIS Web, Hero Health, and consultation toolsEscalation & CommunicationAct as the point of escalation for complex or sensitive patient queriesCoordinate effectively with clinicians, GPs, internal departments, and external stakeholdersMaintain consistent, high-quality communication and adherence to service-level agreementsGovernance & ComplianceSupport adherence to data protection standardsParticipate in audits, risk reviews, and quality assurance projectsContribute to service development initiatives and implementation of new processes or technologies  What You'll Need
    Essential:Proven experience in a healthcare or patient-facing administrative settingPrevious experience supervising or coaching team members in a busy environmentStrong organisational and multitasking skills, with a high level of attention to detailExcellent written and verbal communication skillsConfident working with EMIS Web, booking systems, or similar patient record platformsUnderstanding of data confidentiality and patient care best practices
    Desirable:Prior experience within a mental health or ASD service
    What We OfferCompetitive salaryA supportive, hybrid working environmentOpportunities to shape and grow a high-impact, values-led service25 days annual leave plus Bank Holidays
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  • Patient Services Administrator  

    - Birmingham
    Contract Type: FullTime, PermanentHours: 37.5 hours per weekLocation: ... Read More
    Contract Type: FullTime, PermanentHours: 37.5 hours per weekLocation: 26 Highfield Road, Edgbaston, B15 3DP
     ABOUT USEstablished in 2003, HealthHarmonie has grown with the everchanging healthcare industry and developed its presence across all the UK. We work in partnership with several NHS Clinical Commissioning Groups nationwide to provide patients with access to community services closer to their home.
    ABOUT THE ROLEThe Patient Services Administrator role is fundamental to the organisation as team members are responsible for the admission of patients into the HealthHarmonie services and the discharging or onward referring of patients at the end of their care pathway with us.
    The role also includes:
    Processing the patient notes following triage, resulting in patients either being accepted into the HealthHarmonie service or onward referring them into different care providersUtilising the National EReferral ServiceUpdate patient administration systemsAnswering GP/hospital/Laboratory queries via telephone and emailReview all patient outcome reports following their HealthHarmonie appointment and action the outcomeChasing laboratories for outstanding patient histology resultsManaging departmental actions in line with department KPI'sUpdating patient care trackers using Microsoft excelConfirming patient appointments via telephone
    ABOUT YOUStrong organisational and administrative skillsExcellent written and verbal communication skillsExperience in working independently and as part of a teamFriendly and confident telephone mannerThe ability to use their own initiative
    BENEFITSSalary of £24,001 per annumEligible for quality bonus of 1.25% of annual salary25 days Annual Leave + 8 days bank HolidayPaid OvertimeNHS Employee DiscountsAnnual Salary ReviewOngoing Support and TrainingExcellent Career Progressions Pension Scheme
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  • Group Clinical Director of Dermatology  

    About Medinet Group: Medinet Group is a dynamic healthcare organisatio... Read More
    About Medinet Group: Medinet Group is a dynamic healthcare organisation dedicated to delivering high-quality clinical services across the UK. Our integrated businesses-Medinet (insourcing), Remedy Healthcare Solutions (modular endoscopy), and HealthHarmonie (community specialist services)-collaborate closely with NHS and healthcare partners to enhance patient care, reduce waiting times, and deliver innovation in healthcare delivery. We're expanding into new clinical specialties and international markets, providing significant growth opportunities. Job Purpose: This is a 0.1 FTE (minimum) portfolio position, equivalent to 4 hours per week, with the expectation that these hours are delivered during core operating hours and are available for meetings, stakeholder engagement, and active involvement in service governance and leadership activity. This is not a passive retainer role.
    The post is paid at £125 per hour, with opportunity for additional hours only by mutual agreement based on operational requirements.The minimum 4 hours must be accessible and predictable, and will be monitored to ensure fulfilment of the role's strategic and governance responsibilities.
    Group Clinical Directors provide specialty-specific clinical governance, leadership, and strategic support across assigned clinical specialties (Dermatology, Plastics, Ultrasound, ENT, Gastroenterology, Orthopaedics, Mental Health/ADHD). These roles ensure high-quality clinical services, drive service innovation, and contribute directly to specialty service development and growth.
    The Group Clinical Director for Dermatology will also ensure: The MDT structure positively standardises care regardless of where the patient is treated and should minimise the risks to patients.The MDTs bring together staff with the necessary knowledge, skills and experience to ensure high quality diagnosis, treatment and care.
    Key Responsibilities:Provide clinical governance and oversight within the assigned specialty area, including ensuring appropriate supervision of those clinicians requiring this.Actively support the launch and ongoing development of specialty-specific services and clinical pathways.Provide specialist clinical input into operational issues, including inclusion/exclusion criteria, clinical standards, and patient safety initiatives.Support audits, harm assessments, complaints investigations, professional standards reviews, and ongoing quality improvement projects.Engage in stakeholder management activities, collaborating closely with operational teams, business development, and external clients to ensure service excellence and growth.
    Accountabilities:Accountable for ensuring robust clinical governance and innovation within the specialty area.Reports directly to relevant Group Medical Director (Surgical & Diagnostics or Medical & Community).
    Essential Person Specification:GMC-registered clinician with proven expertise in the relevant clinical specialty. Experience in clinical governance and quality improvement.Experience in Skin Cancer MDTs.Strong understanding of clinical pathway design and service development.Demonstrable experience in clinical leadership, innovation, and collaborative working.Excellent communication, influencing, and stakeholder management skills.
    Desirable Person Specification:Experience working in clinical leadership within private/independent CQC registered services.Experience working with NHS commissioners or independent healthcare organisations.Interest or experience in healthcare innovation and service expansion.

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  • Healthcare Assistant  

    - Kent
    ABOUT THE ROLE Are you currently a care assistant or looking to get in... Read More
    ABOUT THE ROLE Are you currently a care assistant or looking to get into the Health and Social Care sector? If so, this role is for you! HealthHarmonie is a community provider of outpatient services including Ear Nose and Throat, Dermatology, Gynaecology and Minor Surgery. We are looking to recruit Healthcare Assistants to join our growing teams based in Hereford & Worcester, to assist in the provision of outpatient community services. The key element of the role is to greet and chaperone patients during their appointments and provide administrative assistance to our group of medical professionals. There is no personal care involved in this role.
    Your day in the life of a Healthcare AssistantAs a Healthcare Assistant at HealthHarmonie, you will be responsible for collecting stock and equipment for the clinic, setting up examination rooms for clinicians, acting as a chaperone during patient consultations and procedures. Additionally, you will take on administrative duties, ensuring all reports are completed with outcomes and providing support related to administrative tasks. Your support will ensure the smooth functioning of the clinic and contribute to providing a compassionate and efficient healthcare experience for our patients.  ** Please note our service operates seven days a week and you will be required to work 5 out of 7 days. Shift patterns are generally between 07:00/07:30 - 17:30/18:00.
    Our clinic locations are nationwide and include Kent, Birmingham, Hereford, Warwickshire, Shropshire, Telford, Worcestershire, Stoke, Staffordshire, Doncaster, Nottinghamshire, Wrexham, Reading, Frimley, Slough and Bassetlaw. This is a mobile role, and you will be expected to travel to any of these site locations. 
    Our 3 main locations across Kent that you will be travelling to are:Staplehurst Health Centre, Offens Drive, Tonbridge TN12 0LB (Tonbridge & Malling)Sittingbourne Memorial Hospital, Bell Road, Sittingbourne, ME10 4DT (Swale)Keystone Medical Centre, Gun Lane, Rochester ME2 4UL (Medway)

    ABOUT YOUMUST HAVE a Driving Licence and own vehicle to visit the multiple clinic sites mentioned abovePrevious experience in administration is preferable but not essential IT literate with proficiency in using computer systems and software You must show a great passion for providing high-quality care and take pride in your work  You will be enrolled on our 2-week comprehensive training course from day 1 of your employment, which will equip you with all the skills and knowledge you require to fulfil your duties as a Healthcare Assistant.  *The position is subject to a successful disclosure at the appropriate level from Disclosure and Barring Service (DBS) and the provision of your right to work documentation. 
    BENEFITSFull time, permanent contractFull training provided 40 hours per weekStarting salary: £26,101Opportunities to increase salary up to £27,601 when trained in and signed off in additional disciplines (Ophthalmology, Dermatology, Gynaecology etc.)Eligible for quality bonus of 1.25% of annual salary    Paid travel timeTravel Allowance: 45p per mile Ongoing Support and Training - a chance to progress to NVQ Level 3 Excellent Career Progressions       25 days annual leave + Bank HolidaysOvertime available NHS employee discountsPension Scheme By joining the HealthHarmonie family you will be a part of the fundamental infrastructure needed to deliver excellent patient care across the UK. Whether this be joining us in a clinical role or an administration role your presence in HealthHarmonie is vital. All our roles require you to have an innovative thought process, a willingness to learn new skills and the want to oversee your own career by taking ownership of the role you are completing.
    Equal Opportunity EmployerHealthHarmonie are proud to be an equal opportunity employer, meaning all qualified applicants will be considered for employment and will not be discriminated against based on age, race, religion, national origin, gender identity or expression, sex, sexual orientation, marital status, veteran status, disability or any other protected category under local law.We know that it is the differences in our people that make our company a better and more welcoming place to work. Read Less
  • Governance Officer  

    - Birmingham
    About Us: HealthHarmonie, part of the Medinet group, is a leading priv... Read More
    About Us: HealthHarmonie, part of the Medinet group, is a leading private healthcare provider dedicated to delivering high-quality healthcare services to patients across the UK. We specialise in partnering with the NHS and ICBS to provide innovative solutions that improve patient outcomes and streamline healthcare delivery. 
    Job Summary:We are seeking an experienced and proactive Complaints Officer to join our Governance Team in a key role managing complaints, incidents, and feedback across our community healthcare services. The successful candidate will ensure timely, compassionate, and effective responses to concerns raised by patients, carers, and external stakeholders, including those submitted via Datix and NHS Trust PALS teams. You will also support organisational learning by identifying themes and working collaboratively to improve patient experience and outcomes.
    Key Responsibilities:Receive, acknowledge, and coordinate responses to complaints, concerns, and incidents raised by patients, carers, and stakeholders.Support teams in drafting high-quality, empathetic responses in line with the Duty of Candour and NHS Complaints Regulations.Coordinate PALS enquiries and ensure these are addressed promptly and professionally.Identify trends and themes from complaints, incidents, and F&F feedback to inform quality improvement initiatives.Work closely with the Head of Clinical Governance and Head of Quality to ensure robust systems are in place for recording, investigating, and learning from incidents and complaints.Work closely with the Head of Clinical Governance to review and analyse patient feedback from the Friends and Family Test (F&F) and internet reviews to identify areas for service development.Collaborate with clinical and operational teams to embed learning and drive continuous improvement.

    Person Specification:Essential:Previous experience in complaints and/or incident management within healthcare (minimum 2 years)Strong understanding of NHS Complaints Regulations and the principles of PSIRFExcellent written communication skills and attention to detailAbility to manage sensitive situations with compassion and professionalismExperience of working with internal and external stakeholders at all levelsKnowledge of governance, quality assurance and patient safety
    Desirable:Experience working within community health or primary care settingsUnderstanding of Duty of Candour requirements Relevant qualification in complaints handling, patient safety, or governanceA 2:1 degree or equivalent in a relevant subject

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