Governance and Patient Experience Facilitator

Job overview

We are seeking an experienced and motivated Nursing/midwifery/AHP professional to join the Surgical Division Governance team. This pivotal role supports the delivery of high‑quality, safe and compassionate care by strengthening governance arrangements and ensuring that patient experience, learning and improvement are at the heart of divisional practice. The post holder will work closely with clinical and managerial teams, aligned to our values of Compassion, Accountability, Respect and Excellence.

A key focus of the role is the effective management of complaints within the Division. You will provide expert advice and hands‑on support to directorate teams, guiding complaints from initial receipt through investigation and Divisional approval. This includes liaising directly with complainants in complex and sensitive situations, promoting early resolution where appropriate, and ensuring responses meet statutory, regulatory and Trust standards while driving learning and quality improvement.  The post holder will play a key role in the delivery of training in complaints investigation and response writing for the Division.

The post holder will also support incident management and wider governance processes, analysing trends from incidents, complaints and other intelligence to identify risks, themes and opportunities for improvement. You will contribute to divisional governance meetings, prepare reports and support processes such as Duty of Candour.

Main duties of the job

The successful applicant will have previous experience working in a healthcare setting with the ability to:

• Manage and coordinate formal complaints in line with statutory and Trust requirements
• Liaise sensitively with patients, families and staff to support resolution and learning
• Support incident management processes and undertake thematic reviews
• Analyse complaints, incidents and trends to identify learning and improvement actions
• Prepare reports for divisional and directorate governance meetings
• Support compliance with Duty of Candour, national guidance and regulatory standards
• Deliver training in complaint investigation and response writing
• Maintain governance documentation and evidence for internal and external reviews

Detailed job description and main responsibilities

To view role requirements and role responsibilities in full, please view the Job description and person specification attached to this vacancy in the supporting documents.