We are a friendly, patient-focused GP practice committed to delivering high-quality care to our local community. Our team prides itself on being supportive, collaborative, and forward-thinking, with a strong emphasis on continuous improvement and staff well-being.
We are looking for a motivated and detail-oriented Governance Lead to join our team on a part-time basis. This is an excellent opportunity for someone who is passionate about quality, safety, and compliance within primary care.
Our multi-disciplinary team consists of two GP Partners, Advanced Clinical Practitioner Partner and Pharmacist Partner. They are all supported by Advanced Clinical Practitioners who lead on acute same day care, alongside the Home Visiting Team and First Contact Physio, Pharmacists, Practice Nurses and HCAs.
We also have Social Prescribers who work as PCN staff dealing with the Mental Health of our patients.
Our administration team handle all incoming letters, assist in sending clinical letters, referrals, invites and all non-NHS work, along with our reception team who handle all incoming calls and booking of appointments.
Main duties of the job
As a Governance Lead, you will play a key role in supporting and strengthening our governance framework, ensuring that we continue to provide safe, effective, and well-led services.Your responsibilities will include:
- Complaints & Patient Feedback
- Significant Event Analysis (SEA) & Incident Management
- RegulatoryCompliance & Quality Assurance
Please refer to the Job Description document for a more detailed overview of the role.
About us
16,201 patient practice in rural Wiltshire and Dorset;
Main surgery at Salisbury with branch surgeries at Larkhill, Sixpenny Handley and Broad Chalke;
CQC rating Good;
High QOF achievers due to our efficient admin support team;
Home Visiting team meaning limited GP cover;
Part of the Salisbury Plain PCN with expanding team which includes for our practice Paramedic (Home Visiting Team), Clinical Pharmacist, Social Prescribers, First Contact Physiotherapist and a GPA;
Workflow optimisation for data team, reduced admin for GPs;
On-site dispensary located in at our branch site in Larkhill;
SystmOne Web clinical system, also using Cinapsis, AccuRX, SystmConnect, T-Quest and TeamNet;
Full complement administration team who oversee letter processing, insurance reports, solicitor reports and all other non-NHS works, safeguarding reports and referrals;
Face-to-face and telephone triage systems available to patients all day overseen by our Advanced Clinical Practitioners;
Enhanced hours as part of our PCN network of practices;
30 intermediate care beds which we provide a weekly on-site clinic with limited number of patients;
Nurse-led chronic disease clinics;
Comprehensive clinical pathways that are ever evolving;
Job responsibilities
The following are the core responsibilities of the Governance Lead. There may be, on occasion,a requirement to carry out other tasks. This will be dependent upon factorssuch as workload and staffing levels and current competency:
Complaints & Patient Feedback
- Centralised Case Management:Actas the primary point of contact for allpatient complaintsacrossallsites, ensuringinvestigations are thorough and responses meet statutory requirements.
- Response coordination: Workclosely with the Practice Manager and relevant leads/clinicianstoensuretimely,appropriateand high-quality written responses tocomplaints.
- Resolution & Mediation:Workwith the practice manager tolead face-to-face resolution meetings with patients at any ofthesites.
- Learning from Feedback:Producemonthly thematic analysis reports for the Partners,identifying staffgroupingsorgroup-wide trends to drive service improvements.
- Service improvement &training: Work with Practice Leads to ensure learning from complaints informsservice redesign, stafftrainingand quality improvementinitiatives.
Significant Event Analysis (SEA) & Incident Management
- Oversight:Manageincident reporting system SignificantEvent Reporting onTeamnet, ensuring all staff (clinical andadministrative) at every site are trained to report near-misses anderrors.
- Investigation Coordination:Facilitatethe investigation of Significant Events by staff, ensuring comprehensivedocumentation onTeamNetand the capture of lessons learned to informservice improvement and risk mitigation.
- Learning from Significant Events:Producea monthly group-wide SEA summary for thePartners;identifyingtrends, recurring risks, and system issues,with recommendations for improvement.
- Service redesign and training fromlearning:Use learningidentifiedthroughSEAsto workwith Practice Leads and the Practice Manager to design and implement serviceimprovements, pathway changes, and targeted staff training.
- Embedding learning:Ensureagreed actions arising from SEAs are implemented,monitored, and reviewedacross all four sites, with evidence of impact on patient safety and servicequality.
- Continuous improvement:Supporta culture of openness and learning by promoting reflective practice andensuring staff understand how SEA learning translates into real changes inpractice.
RegulatoryCompliance & Quality Assurance
- CQC: Work with the practicemanager to maintaina centralisedevidencefor CQC inspection.andconducting regular “mock inspections” at each branch.
- Audit Programme:Coordinate aschedule of compliance audits across all premises, including infection control, health and safety and data security.
Person Specification
Skills
- Proficiency in EMIS / SystmOne.
Attributes
- Exceptionalconflict resolutionand influence skills.
Experience
- 2+ years inHealthcare Governanceor Practice Management.
- Experience managingmultiple sitesin Primary Care.
Disclosure and Barring Service Check
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 (formerly known as CRB) to check for any previous criminal convictions.
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