Job Description

About the Role

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.



Main responsibilities will include;

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.
For further details, please see the job description attached.

About the Candidate

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.

About Us

Brundall Medical Partnership, located in Brundall, are a rural friendly practice, we have approximately 8400 patients and dispense to nearly half of our patient list.
Our team consists of two Partners, one GP and one ANP. We have three salaried GP's, a Paramedic Practitioner and Physician Assistant. We have two Practice Nurses, three HCA's. We also have ARRS staff which include a First Contact Physiotherapist, Social Prescriber, Mental Health Nurse and a Wellbeing team.
We're fortunate to have outstanding dispensary, reception, and administration teams.

We are a friendly, well respected practice.

We offer the following benefits:-

+ NHS Pension Scheme + Benenden Health
+ Staff Reward scheme
+ Enhanced maternity

Disclosure and Barring Service Check

Please note this post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.