Patient Experience and Engagement Manager

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Patient Experience & Engagement Manager

We have an exciting opportunity for an experienced Patient Experience & Engagement Manager to join our Clinical Governance Team here at The London Clinic, based in Marylebone, London (W1G 6JA).

We are offering a competitive inclusive salary range of £60,848 – £71,495 per annum.

Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities located in the heart of London’s medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of “We go further”, “We work as one” and “We personalise care.”

Job Profile

The Patient Experience and Engagement Manager will provide strong leadership in patient experience across the organisation, ensuring that Patient Experience and Engagement is a top priority and implemented in-line with national guidance and the Clinic’s strategy.

Reporting to the Head of Clinical Governance, the postholder will play a key role in ensuring that patient experience and engagement processes, such as surveys and complaints, are robust and compliance is maintained with both regulatory and statutory obligations. They will work to embed the patient experience and engagement strategy and support continuous quality improvement.

In this management role, the postholder will provide assurance to the Board and regulators by fostering a high quality approach to patient experience and engagement throughout the organisation. They will also deputise for the Head of Clinical Governance when required, ensuring seamless oversight of patient Experience and Engagement operations. The role will also involve:

• Provide line management to the Patient Experience and Engagement Team.
• Offer professional leadership, advice and support in relation to patient experience and engagement.
• Deputise for the Head of Clinical Governance when required, providing guidance on all aspects of patient experience and engagement.
• Oversee the complaint process, ensuring quality and timely investigations, reporting and patient experience/quality improvement.
• Provide expert knowledge on complaint management, human factors analysis and quality improvement.
• Support the implementation of NHS England’s Patient Safety Incident Response Framework (PSIRF), in relation to patient engagement advice and guidance.
• Develop and support delivery and evaluation of staff training on incident management and investigations, collaborating with the Learning and Development team.

Skills & Experience

• Significant healthcare complaints and patient/user involvement experience.
• Ideally post-graduate in clinical or healthcare governance, or evidence of continuing professional development.
• Proven track record of leadership in service field.
• Evidence of using quality improvement methodologies to improve quality of care.
• Knowledge of health services and the delivery of health care.
• ISCAS / PHSO Complaints management process experience of training staff.

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS).

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply – we would love to hear from you regardless of your background.

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