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.
Role Purpose
The Head of Complaints & Patient Experience holds strategic and operational accountability for the organisation's complaints management, non-clinical incident oversight, and patient experience insight.
The role ensures robust, proportionate systems are in place for investigation, resolution, learning, and reporting, while driving continuous improvement and embedding a patient-centred approach across services. The postholder acts as the senior lead for translating patient feedback and concerns into measurable service improvement and risk reduction.
Key Outcomes & Accountabilities
* Provide end-to-end leadership of complaints handling across the organisation, ensuring high-quality, timely, and compliant responses in line with NHS complaints standards.
* Ensure delays, risks, or high-impact issues are identified early and escalated appropriately to the Director of Governance and senior stakeholders.
* Lead, manage, and professionally supervise Governance Officers, including workload allocation, performance oversight, appraisal, and development.
* Oversee and quality-assure investigations into non-clinical incidents, ensuring proportionate investigation, clear outcomes, and meaningful organisational learning.
* Triage and allocate complaints and incidents based on complexity, risk, and urgency, seeking specialist input where required (e.g. clinical leads, Medical Directors).
* Identify, analyse, and report themes, trends, and recurring patterns arising from complaints and incidents, producing regular reports for governance, quality, and leadership forums.
* Monitor repeat concerns relating to individuals, services, or systems, escalating emerging risks in line with complaints and incident management policies.
* Lead the review of cross-service learning and lessons identified, ensuring actions are implemented to improve patient experience and reduce recurrence.
* Maintain and continuously improve compliance with NHS complaints handling regulations, patient safety frameworks, and internal governance processes.
About You
* Proven experience in governance, complaints, or risk management within a healthcare setting.
* Strong people leadership skills, with experience managing and developing teams.
* Highly analytical, with the ability to translate data and themes into practical improvement actions.
* Sound knowledge of NHS complaints regulations and governance structures.
* Confident communicator, able to challenge constructively and work effectively across clinical and non-clinical teams.
* A clinical or wider healthcare background is desirable, but not essential.