Helani Haputhanthiri

Governance and complaints professional with experience supporting healthcare services through effective complaint management, governance administration, information governance and service improvement. Skilled in investigating sensitive issues, analysing evidence and data, maintaining accurate records, preparing reports and coordinating actions across clinical and operational teams. Trained in Learning from Patient Safety Incidents (LFPSE), with an understanding of how incident reporting and organisational learning support safer, higher-quality care.

Confident handling confidential information and complex stakeholder communications with professionalism, empathy and sound judgement. Highly organised and detail-focused, with a strong understanding of compliance, accountability, quality assurance and continuous improvement within a regulated healthcare environment. Now seeking to progress into a Governance Officer role where I can apply my experience to strengthen governance processes, support organisational learning and contribute to high-quality, patient-centred services.

Governance Admin & Complaints Handler - Harrow Health CIC

(2025-12)

Provide governance and administrative support through data collection, document management, reporting, audit preparation and management information.

• Fulfilling of Subject Access Requests (SARs), Freedom of Information (FOI) requests and incident-related enquiries within statutory timeframes, including the coordination of information for clinical negligence claims.
• Contribute to organisational learning by identifying recurring themes and supporting improvements arising from complaints.
• Compile complaint data and performance information for regular reporting, trend analysis and service improvement.
• Support quality assurance by checking data accuracy, maintaining appropriate records and following escalation and quality-control procedures.
• Manage end-to-end patient and stakeholder complaints, from logging and investigation through to resolution, ensuring cases are accurately recorded and progressed within required timescales.
• Investigate complaints by gathering documentation, reviewing evidence and liaising with clinical, operational and administrative teams to support fair, evidence-based outcomes.
• Draft clear and empathetic complaint correspondence, including acknowledgements, updates, outcome letters and final responses.
• Maintain accurate complaint records, case management systems, databases and spreadsheets in line with confidentiality, data protection and information governance requirements.
• Monitor complaint deadlines, outstanding actions and escalations to ensure cases are progressed efficiently and responses are delivered on time.
• Coordinate complaint review meetings, including scheduling, agendas, supporting documentation, minute taking and action tracking.
• Liaise professionally with patients, third parties and internal stakeholders, handling sensitive and challenging enquiries with empathy and discretion.
• Manage competing priorities and high-volume workloads while maintaining accuracy, attention to detail and professional standards.

NHS Ward Volunteer - York Hospital

(2023-05 - 2023-09)

• Provided support to patients and families, offering reassurance and clear explanations during stressful situations.
• Handled face-to-face enquiries and directed individuals to the right services, ensuring a smooth and supportive experience.
• Recorded information accurately and maintained confidentiality.
• Built confidence in dealing with vulnerable people, showing empathy, patience and professionalism.

Trainee Dental Nurse – Work Experience - Acorn Dental Surgery, York

(2022-10 - 2023-05)

• Welcomed patients, managed appointments and supported the delivery of a friendly, smooth service.
• Collected and updated patient details with accuracy and attention to detail.
• Supported anxious patients by explaining processes in a calm, reassuring way.
• Worked closely with the dental team, demonstrating reliability, teamwork and professionalism.

Young Inspector – Customer Service Evaluator - City of York Council

(2022 - 2023)

• Carried out customer service evaluations across local services.
• Built relationships with staff and customers to understand needs and give constructive feedback.
• Produced clear written observations and presented findings confidently.
• Worked independently, handling sensitive information and following set guidelines.

Event Volunteer - Tolworth Girls' School & Huntington School

(2022 - 2024)

• Greeted and guided parents and students during open days, offering a warm, helpful service.
• Answered questions and provided accurate information about school facilities and activities.
• Supported event setup, organization and crowd flow, adapting quickly to changing needs.
• Strengthened communication skills by engaging with a wide range of visitors.

A Levels - Biology, Chemistry, Physics - Tolworth Girls' School, London (2024)

AS Levels - Biology, Chemistry, Physics, Health & Social Care - Huntington School, York

Summer School - Clinical Skills Workshops and Healthcare Learning Modules - Hull York Medical School (2023 - 2023)

Extended Project Qualification (EPQ) - Research Topic: Are Brain Tumours Caused More by Genetic or Environmental Factors?