Continuous Improvement & Effectiveness Lead in London

Our vision is to be the best place for healthcare anywhere and the best place to work in healthcare. We believe that every life deserves world class healthcare.

Job Summary

• Salary: Competitive, dependant on experience
• Hours: Monday to Friday, 9am - 5pm
• Location: 40 Grosvenor Place, London, SW1X 7AW (hybrid – 4 days in the office)
• Contract: Full-time, Permanent

What are we looking for?

The Continuous Improvement & Effectiveness Lead plays a pivotal role in advancing a culture where clinical effectiveness, continuous improvement, and patient experience are fully integrated to deliver outstanding, safe, and person-centred care at Cleveland Clinic London (CCL). This role will lead the systematic use of clinical audit, outcomes data, quality indicators, regulatory standards (including NICE guidance), and patient feedback to ensure that services are not only compliant but continuously improving in ways that matter most to patients. The post-holder will support clinical services to understand their performance, translate insight into action, and embed sustainable improvements that enhance safety, quality, and the lived experience of care. Working closely with the Continuous Improvement & Ombudsman Specialist, the role will ensure that patient feedback — including concerns and complaints managed in line with ISCAS and CCL policy — is actively reviewed, themed, and used as a catalyst for learning and service redesign. The post-holder will champion a “learning from patients” approach, ensuring that patient voice informs audit priorities, policy updates, pathway redesign, and regulatory assurance.

What makes us different?

Cleveland Clinic London offers a brand-new high-acuity environment with the very latest equipment, where caregivers are encouraged to grow their expertise across multiple specialties, and in collaboration with expert clinicians. Our Mission, ‘Caring for life, researching for health, and educating those who serve’, assures our unwavering commitment to professional development.

What will your duties include?

• Coordinating efforts associated with the preparation of regulatory documents or submissions.
• Supporting the identification of gaps in the evidence base and support services to monitor outcomes through audit, evaluation and data in order to generate further evidence.
• Communicating progress and results of continuous improvement initiatives to senior management and other stakeholders.
• Identifying and addressing any barriers or challenges to successful implementation of improvement initiatives.
• Working closely with clinicians and other healthcare staff in the promotion and implementation of effective clinical audit processes, providing assurance to internal and external bodies and ensuring that findings from audits are acted upon and lead to improvements in the quality of patient care.
• Developing and maintaining relationships with key stakeholders to gain support and buy-in for improvement initiatives.
• Ensure patient feedback is managed within recognised ISCAS guidelines and Cleveland Clinic London complaints policy.
• Review patient feedback to identify any key trends or gaps that can be supported via Continuous Improvement.
• Lead on responding to patient feedback both written (complaint response) and in person alongside other members of the Team.

What we need from you?

• Ability to lead on wide scale improvement projects based on organisational needs/patient feedback.
• Certified within project management.
• Registration (NMC/AHP) – desirable.
• Excellent organisational and planning skills.
• Ability to manage multiple work-streams simultaneously and alternate priorities accordingly.
• Always maintains a professional conduct, remaining calm and in control.
• Able to collect and use data to identify common themes and pull-out relevant data to support an intervention or business case.
• Experience of managing an organisational Audit programme, focused on internal audit and review of process, procedure, pathways and outcomes.
• Healthcare and governance experience.
• Experience creating and maintaining a project plan from inception through completion - desirable.
• Audit training or similar audit exposure in an internal audit function – desirable.

What we can offer you?

We are offering an array of benefits to compliment working for a not-for-profit market leader, some of our benefits include:

• 25 days annual leave plus Bank Holidays.
• Auto-Enrolment of 5% pension - Cleveland contribute 10% through Salary Exchange.
• Private Medical Insurance and Private Dental Insurance.
• Life Assurance.
• Employee Assistance Programme.
• Seasonal Ticket Loans.
• Child Care Vouchers.

Who we are?

Cleveland Clinic is one of the leading providers of specialised medical care in the world, providing clinical excellence and superior patient outcomes for almost 6 million patient visits per year across more than 200 locations. We employ over 80,000 caregivers worldwide and continue to drive innovation in healthcare. With over 100 years of history, our “Patients First” philosophy is at the heart of everything that we do.

If you would like to know more, please email. Applicant shortlisting and interviews may take place whilst the advert is live, so it may close sooner than expected - please submit your application as soon as possible. Due to the volume of applications, we are not always able to provide individual feedback.

Disclosure and Barring Service (DBS) Check

This role may be subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order (as amended) and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (DBS) to check for any previous criminal convictions.

As an equal opportunities employer, we aspire to work together to promote a more inclusive work environment, which represents our commitment to celebrate diversity. CCL is committed to applying its Equal Employment Opportunity/Workforce Diversity and Inclusion Policy at all stages of recruitment and privileging. Shortlisting, interviewing and selection will always be carried out without regard to any Protected Characteristics. When aware of the need to do so and when required, CCL will make reasonable adjustments to its arrangements for interviews and to conditions of employment/engagement for disabled applicants to ensure, so far as practicable, that they do not place such applicants at a substantial disadvantage in comparison to non-disabled applicants.