About the Role

The newly created role of Complaints & Governance Manager plays a crucial part in ensuring GPS Healthcare maintains the highest standards of patient experience, regulatory compliance, and organisational accountability. The post holder will lead on the management of all complaints, concerns, compliments, and feedback systems, while embedding governance structures and supporting risk, compliance, and quality improvement activity.

This is a part time role, however part-time working will be considered.

Working closely with the Executive Management Team, clinical leads and administrative staff, the role ensures patient feedback is handled professionally and in line with statutory requirements, while supporting the organisation to maintain safe, robust and auditable governance processes.

The post holder will use their expertise to oversee incident reporting, risk registers, policy tracking, and organisational responses to external regulators. This role is central to promoting a culture of learning, transparency, safety and continuous improvement across GPS Healthcare.

Main Duties of the Role

• Lead the end-to-end management of all complaints, including complex and sensitive cases, ensuring timely, fair and high-quality responses.
• Investigate or oversee investigations into clinical and non-clinical complaints, identifying learning points and driving service improvement.
• Manage and embed governance systems, policies and compliance processes across the organisation, ensuring they are consistent, auditable and aligned with regulatory standards.
• Monitor organisational compliance with GDPR and information governance legislation, advising teams and senior leadership as required.
• Oversee incident reporting processes, risk registers and escalation pathways, ensuring learning is captured, shared and implemented.

About Us

GPS Healthcare is a high-performing, single-practice Primary Care Network (PCN) operating across six sites in central and south Solihull. We provide care to over 40,000 patients and work collaboratively with partner PCNs, University Hospitals Birmingham (UHB), Solihull Council, Community Services, and the Integrated Care Board (ICB).

Our team is committed to providing outstanding patient care within a supportive, forward-thinking environment. Solihull offers excellent transport links, a semi-rural setting, proximity to Birmingham Airport and the NEC, and access to scenic Warwickshire countryside contributing to a high quality of life for both staff and residents.

What We Offer

• Competitive salary aligned with experience and qualifications
• Flexible working options to support work life balance
• Membership of the NHS Pension Scheme
• Car Lease Scheme (subject to eligibility)
• A paid day off for your birthday
• Access to our Employee Assistance Programme (EAP)
• A friendly, supportive and professional working culture where development is encouraged

Join us at GPS Healthcare and be part of a team committed to improving patient experience, organisational safety and high-quality care.

Interested?

Applications will be reviewed on a rolling basis, so early applications are encouraged.