Patient and Governance Manager

Patient Experience and Governance Manager

The Patient Experience and Governance Manager is responsible for ensuring the GP Practicedelivers high-quality patient services while maintaining robust governance,compliance, and risk management. This role oversees patient complaints and feedback, drives service improvements, ensures regulatory compliance, and supports the leadership team in operational and strategic initiatives.

The role involves working in Partnership with the Practice CQC Manager / GP Partner,Practice Manager and wider Management Team.

Channel View Medical Group is a friendly, forward-looking Practiceproviding care and support for approximately 22,500 patients in Teignmouth,Chudleigh, Shaldon & Bishopsteignton. We employ a full range of medical and clerical staff to provide the best possible care to our varied patient group.

We are part of The Coastal Primary Care Network (PCN) within Teignmouth/Dawlishalongside Dawlish Medical Group. Being part of a PCN enables us to share andgain knowledge and expertise between the different surgeries.

The successful Manager will ideally have Primary Care experience. However, this is not essential if they have managerial experience and meet the person specification.

For those considering applying, we welcome an informal visit to the Practice to gain a better understanding of the role and the team. For more information on the role or toarrange a visit visit, please contact Michelle Smith on or at

Please see below a brief overview of the key responsibilities. Please refer to the attached job description for full details:

Governance and Compliance

Patient Experience and Complaints Management

Operational and Team Support

Leadership and Stakeholder Engagement

Maintainoversight of the Practices compliance with CQC standards, NHS policies, andother relevant regulations.

Develop,implement, and maintain internal governance and compliance policies tailored toa primary care setting.

Conduct regular audits and risk assessments, identifying gaps or areas for improvement and implementing corrective actions.

Maintain the Practice Risk Register and ensure all risk assessments are regularly updated.

Prepare and coordinate documentation for inspections, audits, and external reviews.

Producereports on compliance, governance, and risk management for the Management Teamand Partners.

Recordand monitor significant events, ensuring follow-up and appropriate action plansare implemented.

Lead the coordination and investigation of patient complaints, working with clinical and administrative teams to ensure timely and thorough responses.

Draftprofessional written responses to patients and oversee the implementation of improvements following complaints.

Maintain accurate, confidential, and up-to-date records of complaints, outcomes, and learning.

Analysetrends from complaints and patient feedback to identify service improvements.

Preparelearning summaries and reports for the Management Team and Partners to inform decision-making.

Support the Practice Manager in day-to-day operations, ensuring staff achieve theirresponsibilities and maintain excellent patient service.

Contribute to change initiatives, such as service delivery improvements, pathway updates,and contract compliance.

Deliveror coordinate staff training and briefings on governance, compliance, and patient experience.

Contribute to recruitment, induction, and staff development in line with Practicepolicies.

Act as akey member of the Leadership Team, providing insights into patient experience,compliance, and governance.

Engage with internal and external stakeholders to gain buy-in for governance and service improvement initiatives.

Participate in the duty manager rota, providing operational oversight and serving as apoint of contact for staff and management.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out reasonable duties which may be requested from time to time.

Based in the vibrant seaside town of Teignmouth, Channel View offers the perfect blend of professional challenge and exceptional quality of life. With beaches, coastal walks, the South West Coast Path, and easy access to Exeter, Dartmoor and the wider Devon countryside, thisis an ideal location to balance a fulfilling career with a stunningenvironment.

Channel View Medical Group is a multi disciplined team, lead by 4 GP Partners and one managing Partner, with sites at Teignmouth, Shaldon, Bishopsteignton and Chudleigh.

For those considering applying, we welcomean informal visit to the Practice for an opportunity to meet the currentpost-holder and to gain a better understanding of the role and the team. Please use the details in the job advert to arrange this.

• Excellent communication and interpersonal skills
• Strong…