Complaints and Governance Officer

Southport And Ormskirk NHS Trust


This job is now closed

Job summary

Are you interested in in governance; namely complaints, incidents and risk management?

We are looking to recruit an enthusiastic individual to work as part of the Women's & Children's Governance Team in the role of Governance Officer.

This is an exciting and varied role where you will have the opportunity to build and develop relationships with staff from a variety of areas, gain an understanding of the complaints and incidents management procedures and the importance of their timely completion.

Main duties of the job

Key jobs will include:

  • Administration of patient safety meetings.
  • Reviewing and managing incidents and complaints that come in on a daily basis.
  • Supporting and compiling complaint responses.
  • Supporting the investigation of incidents and serious incidents that require RCA reports.
  • Liaising with clinical and non-clinical staff to assist in all aspects of governance support.
  • Producing reports on key governance trends.

About us

We pride ourselves on being supportive and developing good relationships with the teams we support.

Working for our team will give you significant exposure to building rapports with leads in a number of clinical and non-clinical areas within the CBU and also throughout the Trust, including Women's & Children's Clinical Business Unit, the Integrated Governance Team and the Executive Team.

Job description

Job responsibilities

The Governance Officer has a primary responsibility for co-ordinating the complaints investigation process, supporting the incident review and investigation process, supporting the maintenance of the CBU risk register and to assist, facilitate and provide guidance within the CBU in all areas of governance.

The post holder will participate in reporting to a number of weekly and monthly CBU meetings and Committee meetings providing patient and staff safety information for discussion and action.

Main duties & responsibilities

  • Co-ordinate complaint activity and provide governance guidance and support to the CBU, acting as a first point of contact for internal complaints, incident and risk queries.
  • To lead the development, implementation and maintenance of systems of communication and data management for the CBU, including record keeping and reporting to provide effective assurance and evidence of compliance.
  • Undertake day-to-day management of the incident, risk and complaint support system (Datix) for clinical governance management for the CBU. Design and provide CBU and Directorate reports on incidents, complaints and risks.
  • Monitor action plans on Datix for complaints, risks and incidents in a timely manner alerting managers of upcoming due dates or overdue dates.
  • Manage and maintain the CBU risk register ensuring new risks are added in a timely way and ongoing risks reviewed and escalated at performance meetings.
  • To act as one of the Datix leads for the CBU. Help progress the CBUs knowledge and application of the system. Continually look at ways to enhance the Datix system to support the Trust and help design new features to support changes in processes and policies.
  • Co-ordinate staff activity and provide education/training for the Datix system to all levels of staff.
  • Participate in, design and produce bi-weekly divisional Patient Safety Meeting reports. Ensuring reports provide adequate information and follow up and complete actions from these meetings.
  • Participate in, design and produce monthly CBU Clinical Governance Meeting and Directorate Meeting reports. Ensuring adequate information is reported and is easily understood by committee members.
  • Co-ordinate, initiate and assist with complaint investigations, the completion of final responses and ensure that responses are returned to the Patient Experience and Complaint Team within agreed timeframesunder the supervision of the Patient Safety Manager.
  • Responsible for data quality checks on the Datix system, including reviewing incidents and complaints and ensuring they are allocated to the correct people.
  • Co-ordinate the completion of complaint, risk and incident action plans within the CBU, collating evidence and lessons learnt and ensuring action plans are updated and closed in keeping with Trust policy. Maintain collection and control of all the evidence required by the CBU to demonstrate compliance.
  • To support senior managers with their action planning, advising, alerting them to imminent deadlines and collating the evidence.
  • Undertake analysis of complex complaint, risk and incident information/trends, and alert senior staff of any urgent action due to patient or staff harm.
  • Provide administrative and investigation support for serious incidents occurring within the CBU and the subsequent investigation process under the supervision of the Patient Safety Manager.
  • Motivate all staff to adopt the principles of good practice in relation to the management of evidence for actions

Advertising Date: 03-May-2022

Closing Date: 17-May-2022

Shortlisting Date: 18-May-2022

Proposed Interview Date: 25-May-2022

Person Specification



  • Higher Diploma level knowledge and experience with a willingness to undertake further education as the role requires
  • Project Management qualification or equivalent experience
  • ECDL

Knowledge & Experience


  • Significant experience of managing complaints
  • Knowledge of the NHS complaints procedure
  • Significant experience of database management
  • Knowledge of medical terminology
  • ExperienceofworkingintheNHSandawider understanding of the Healthcare agenda and how it works with partner and regulatory agencies
  • Experience in systems development and implementation
  • Knowledge of risk and incident management within the NHS
  • Experience of healthcare governance including knowledge of corporate governance, risk management and assurance frameworks


  • Experience of working with Datix

Skills & Abilities


  • Clear communicator with excellent writing, report writing and presentation skills; capable of constructing and delivering clear ideas and concepts concisely and accurately for diverse audiences
  • Good interpersonal skills and the ability to negotiate confidently and effectively with a range of health care professionals
  • Ability to maintain strict confidentiality
  • Problem solving skills and able to manage own time effectively, work without direct supervision and be able to adapt to new demands as required by the clinical business unit
  • High degree of focus on quality, patient safety, Trust requirements and customer satisfaction
  • GFlexible approach to work, with a proven ability to pay attention to detail, meet deadlines, prioritise workload and be committed to raising standards in health care.
  • ANumerate, innovative with good analytical skills
  • AbDemonstrates ability to draw information from a range of sources in order to make a contribution to quality improvement
  • Able to think and plan in an organised fashion to meet conflicting demands
  • Management of risk register and holding contributors to account
  • Ability to interpret and analyse data
  • Ability to manage conflicting demands and only escalate issues appropriately to higher management

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Southport And Ormskirk NHS Trust


Ormskirk Hospital

Wigan Road,


L39 2AZ

Employer's website (Opens in a new tab)

For questions about the job, contact:

Matt Stephen


Date posted

03 May 2022

Pay scheme

Agenda for change


Band 4


£22,549 to £24,882 a year per annum (pro rata)



Working pattern


Reference number


Job locations

Ormskirk Hospital

Wigan Road,


L39 2AZ

Supporting documents

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