Quality and Engagement Lead in Worcester

Step into a role where your leadership shapes the future of urgent care across Worcestershire. As the driving force behind our Out of Hours Engagement Strategy, you'll bring together patients, partners, and a wide network of health and care providers to strengthen collaboration and enhance service development. This is a chance to influence meaningful change working closely with internal teams, external stakeholders, and the ICB to embed improvements that elevate patient experience and service quality.

If you thrive in a dynamic environment where partnership-building, insight-driven decision-making, and high-quality care are at the heart of what you do, this role offers an exciting opportunity to make a real impact.

• Manage Datix and related systems to ensure accurate recording and tracking of complaints, feedback, PALS enquiries and patient experience data.
• Coordinate timely, compliant responses to complaints and PALS enquiries, ensuring high-quality documentation and communication.
• Analyse clinical and non-clinical feedback to identify trends, risks and improvement opportunities across Urgent Care services.
• Lead the development, implementation and monitoring of action plans, ensuring learning is shared and embedded consistently.
• Produce high-quality reports, analysis and data visualisations to support governance, quality assurance and commissioner reporting.
• Ensure robust quality and governance processes are in place and delivered in line with statutory, regulatory and contractual requirements.
• Lead the development and delivery of the Worcestershire Engagement Strategy, building strong patient and stakeholder networks.
• Build and maintain effective relationships with external partners, representing the organisation at meetings and promoting service capabilities.
• Work with clinical and operational leaders to support service development, pathway design and stakeholder expectation management.
• Provide line management to the quality administration team, promoting organisational values, professional standards and ongoing development.

Educated to Degree level (or equivalent experience) with demonstrable expertise relevant to the role. Strong ability to build and maintain effective relationships with stakeholders at all levels, including director-level leaders. Skilled communicator with confidence in presenting information and responding to questions from managers, patients and partners. Experience in developing patient pathways, managing projects and supporting service improvement initiatives. Excellent analytical skills with the ability to interpret data, identify insights and produce clear written reports. High attention to detail, strong organisational skills and the ability to work under pressure to meet tight deadlines. Proficient in Microsoft Office and able to produce professional business correspondence and documentation. Demonstrates integrity, confidentiality and a strong sense of personal and team accountability.

Desirable: Knowledge of clinical governance systems, NHS incidents and complaints processes, and experience working in multi-professional or multi-agency environments. Sound political awareness and understanding of NHS service delivery targets, governance requirements and change management processes.