Governance Manager - Patient Experience Lead

Shropshire Community Health Nhs Trust; Shrewsbury; On-site; GBP 40,000 - 55,000; Full time

Job summary

A community healthcare provider in Shrewsbury is seeking a dynamic Governance Manager - Patient Experience to enhance service delivery and patient engagement. This leadership position involves managing complaints, promoting patient-focused care, and collaborating with clinical teams to ensure patient voices are heard. The ideal candidate should have strong communication and digital skills, with a passion for improving patient experiences. Join us to make a positive impact in healthcare.

Qualifications

• Experience in managing complaints and patient feedback.
• Proven track record in clinical governance and patient experience.
• Ability to foster collaboration among teams.

Responsibilities

• Manage the day-to-day business of patient experience service.
• Complete and oversee patient feedback responses.
• Lead programmes that enhance patient experience.

Skills

Good communication

Reporting skills

Digital skills

Job description

Overview

We are seeking a dynamic and motivated Governance Manager - Patient Experience (including Complaints) to join our team. This is a key leadership role responsible for delivering and promoting clinical governance, statutory requirements, and policies across the Trust, with a strong focus on patient experience, engagement, and complaints management. You will lead the day-to-day business of the patient experience and engagement service, including managing complaints, supporting volunteers, delivering training, and driving digital transformation in governance processes. You will work collaboratively with clinical and non-clinical teams, ensuring that patient voices are heard and service improvements are implemented. You will need good communication, reporting and digital skills to fulfil the role.

Responsibilities

• Managing Complaints, PALS and Feedback: to lead and manage the day-to-day business within area of work.
• Ensure all complaint/PALS responses are completed thoroughly and within agreed timescales.
• Maintain and monitor complaints trackers, overseeing action plans, and ensure learning is captured and implemented.
• Facilitate face-to-face meetings with patients, families, and relevant clinical staff to discuss complaint investigations, outcomes, and agreed actions.
• Promoting Patient-focused Care: support the embedding of patient care, ensuring that patient voices and preferences are considered in service development and delivery.
• Collaboration and Communication: work with various teams, stakeholders, and patient participation groups (PPGs), to foster a collaborative approach to improving patient experience.
• Programmes/projects: to lead and manage programmes of work that will enhance patient experience.
• To adopt a project management approach that will successfully deliver workplans, audits, projects within agreed timelines.
• To assist with establishing a patient experience and engagement culture and environment.
• Meetings and Committees: attend and contribute to meetings, to include the production of presentations and reports and explaining complex data to a variety of audiences.
• Deputise for the Senior Governance Manager when required.

About Shropshire Community Health NHS Trust

Shropshire Community Health NHS Trust provides community-based health services for adults and children in Shropshire, Telford and Wrekin, and some services in surrounding areas too. These range from district nursing, health visiting and running four community hospitals through to providing very specialist community care through talented and dedicated staff.

Patients, carers and the public play a vital role in helping us to develop and improve our services and we are constantly looking for ways to work with local communities, patients and the public to innovate and improve. Have a look at the Have Your Say section of our website to find out how you can feed back your experiences and help us to continually improve.

Shropshire Community Health NHS Trust is an exciting place to work. It offers a wide range of employment opportunities for many people. Shropshire Community Health NHS Trust positively encourages applications from all areas of the community, regardless of age, gender, ethnicity, disability, sexual orientation or religious beliefs. We are committed to ensuring people who work for the community trust have a good working life - and a good work life/home life balance.