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. Location: Birmingham, Edgbaston Salary: Competitive Work Pattern: Hybrid Job Type: Full-time, Permanent Hours: 37.5 per week Job Summary: We are seeking an experienced and proactive Governance Facilitator 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 internal data systems 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 logged by patients, carers, and stakeholders. Support teams in drafting high-quality, empathetic responses in line with the statutory NHS Complaints Regulations. Coordinate PALS enquiries and ensure these are addressed promptly and professionally. Support in identifying trends and themes from complaints, incidents, and F&F feedback Head on Complaints. Work closely with the Director of Governance, Head of Quality & Patient Safety and Head of Complaints & Patient Safety to ensure robust systems are in place for recording, reviewing, and learning from incidents and complaints. Work closely with the Head of Complaints & Patient Safety 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: Previous experience in complaints and/or incident management within healthcare (minimum 2 years) Strong understanding of NHS Complaints Regulations and the principles of PSIRF Excellent written communication skills and attention to detail Ability to manage sensitive situations with compassion and professionalism Experience of working with internal and external stakeholders at all levels Knowledge of governance, quality assurance and patient safety Desirable: Experience working within community health or primary care settings Understanding Statutory Duty of Candor requirements Relevant qualification in complaints handling, patient safety, or governance A 2:1 degree or equivalent in experience Equal Opportunity Employer The Medinet Group 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.