Job requirements
Essential
11 listedRequirements the employer expects applicants to meet.
- Experience
Current or recent clinical experience within UK healthcare.
- Experience
Significant experience in primary care.
- Experience
Experience of managing, investigating or responding to patient complaints.
- Experience
Excellent written and verbal communication skills.
- Experience
Strong analytical and investigative skills.
- Experience
An understanding of clinical governance and patient safety.
- Experience
The ability to review and interpret clinical records.
- Experience
A calm, empathetic and objective approach to challenging situations.
- Experience
Excellent organisational skills and attention to detail.
- Experience
The ability to maintain confidentiality and professional boundaries.
- Experience
Experience in clinical governance, patient safety, risk management, significant event analysis or quality improvements would be advantageous.
Desirable
Not listed in the available specification.
Job summary
The postholder will manage and coordinate complaints relating to both clinical and non-clinical aspects of our services. This will include reviewing relevant clinical records, establishing the facts, liaising with clinicians and Practice staff, communicating with patients and preparing or contributing to formal responses.
The role will also contribute to our wider clinical governance, patient safety, risk management and quality improvement processes.
Main duties of the job
- Lead or coordinate investigations into patient complaints and concerns.
- Review relevant clinical records and information where appropriate.
- Liaise with GPs, nurses, pharmacists, AHPs and administrative colleagues.
- Communicate sensitively and professionally with patients and their representatives.
- Prepare clear, accurate and compassionate complaint responses.
- Identify and appropriately escalate clinical risk, safeguarding and patient-safety concerns.
- Analyse complaint themes and identify opportunities for service improvement.
- Contribute to clinical governance, significant event reviews and quality improvement activity where appropriate.
- Ensure learning from complaints is shared and acted upon.
- Maintain accurate and confidential complaints records.
About us
We offer the opportunity to work within a supportive GP Practice where patient experience, clinical quality and continuous improvement are valued.
The role offers the opportunity to make a meaningful contribution to how the Practice responds to patient feedback and learns from complaints, while working closely with experienced clinical and management colleagues.
Details
- Date posted: 02 October 2026
- Pay scheme: Other
- Salary: Depending on experience - depending on experience
- Contract: Permanent
- Working pattern: Part-time
- Reference number: 30052
- Job locations: Pier Avenue, Clacton on Sea, Essex, CO15 1NJ, United Kingdom
Job responsibilities
If you would like to find out more information about this role, please see the attached job specification.
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Applying for this NHS job
This advert is for Clinical Complaints Handling Specialist with Primary Care Careers in Clacton on Sea, England. It is listed as a Junior Governance officer role. The advertised salary is Negotiable. The contract type is Permanent. The application deadline is 22 Oct 2026.
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