Patient Safety & Complaints Improvement Officer

Lloyds Clinical; United Kingdom; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Patient Safety and Complaints Improvement Officer, where your passion for enhancing patient safety will shine. In this hybrid role, you'll lead investigations into patient complaints and safety incidents, ensuring compliance with NHS standards. You'll collaborate with stakeholders to promote best practices and contribute to a culture of continuous improvement. With a commitment to exceptional patient care, this role offers a unique opportunity to make a meaningful impact in healthcare while enjoying fantastic benefits like generous annual leave and a company bonus scheme. If you're ready to shape a safer healthcare environment, this is the role for you!

Benefits

25 days annual leave plus bank holidays

Company bonus scheme

Outstanding training & development programmes

Up to £1200 refer a friend bonus

Employee assistance programme

Savings and discounts at retailers

Qualifications

• Proven experience in incident investigations and patient safety.
• Familiarity with regulatory bodies such as MHRA, GPhC, and CQC.

Responsibilities

• Lead thorough investigations into patient complaints and safety incidents.
• Identify root causes and implement corrective actions.

Skills

Stakeholder Management

Root Cause Analysis

Investigations

Continuous Improvement

Education

Experience in healthcare or related field

Tools

SEIPS framework

Lean Six Sigma

Agile methodologies

Job description

About The Role

This is a Hybrid role working 2 days a week in our office in Harlow.

Role Purpose:

Are you passionate about improving patient safety and ensuring quality care? Join our team as a Patient Safety and Complaints Improvement Officer, where you will lead investigations into patient complaints and safety incidents. Your work will help enhance patient outcomes and ensure compliance with the NHS Patient Safety Incident Response Plan and relevant regulatory requirements.

Key Responsibilities:

1. Lead Investigations: Conduct thorough investigations into patient complaints and safety incidents, working closely with both internal and external stakeholders. Maintain detailed records and ensure that all processes comply with regulatory guidelines.
2. Root Cause Analysis: Identify the root causes of incidents and complaints, using established methodologies to develop and implement corrective and preventive actions.
3. Continuous Improvement: Contribute to a culture of continuous improvement by recommending and supporting initiatives that enhance patient safety and service quality.
4. Stakeholder Collaboration: Work proactively with colleagues and external partners to promote best practices in patient safety and incident management.
5. Compliance Adherence: Ensure all investigations and actions align with the Royal Pharmaceutical Society Homecare Standards, NHS PSIRF, and other relevant guidelines.

Why Lloyds Clinical?

We have a lot to offer to not only the 100,000 patients we support, but also to our valued employees. Lloyds Clinical has a wide range of exciting opportunities for passionate professionals across nursing, patient services, compounding, pharmacy and warehousing. These roles come with fantastic benefits including:

• 25 days annual leave plus bank holidays
• Company bonus scheme
• Outstanding training & development programmes
• Up to £1200 refer a friend bonus
• Full support from our employee assistance programme including a health and well-being app
• Savings and discounts at multiple retailers through our rewards portal

About You

Knowledge and Experience:

• Education: Experience in healthcare or a related field (e.g., investigations, risk management, or clinical roles). Continued professional development is essential.
• Experience: Proven experience in incident investigations, patient safety, and continuous improvement within healthcare environments. Familiarity with regulatory bodies such as the MHRA, GPhC, and CQC.

Skills

• Stakeholder Management: You will be comfortable and confident liaising with colleagues at all levels within the business.
• Confident in challenging others within the business, including current processes.
• Root Cause Analysis: You will be able to ask the right questions to investigate incidents. Experience of the root cause analysis techniques such as 5 whys or PSIRF would be beneficial.
• Investigations: Experience utilizing SEIPS framework or similar.
• Continuous Improvement: The ability to take corrective and preventative actions. Experience with lean six sigma, Agile or similar methodologies.
• This role would suit someone with previous experience with NHS Professionals, Patient Advisor Liaison Service (PALS) or similar.

Why Join Us?

This role offers a unique opportunity to make a meaningful impact on patient safety and quality care. You'll be part of a dynamic team committed to continuous improvement and learning, helping to shape a safer healthcare environment for all.

Apply now to become a key player in our mission to deliver exceptional patient care!

About Us

At Lloyds Clinical, with over four decades of experience supporting patients since 1975, we are dedicated to delivering exceptional clinical homecare services to more than 100,000 patients in their own homes, workplaces, or communities across the UK. Our comprehensive range of treatments spans from medication delivery to specialised nursing for complex conditions such as home parenteral nutrition, chemotherapy, IV antibiotics, enzyme replacement therapy, rheumatoid arthritis, multiple sclerosis, and beyond. Working in collaboration with the NHS, pharmaceutical companies, and private medical insurers, we prioritise patient care and are guided by our values of Delivering together, Being Accountable, Giving it our all and Continually Improving to provide the highest standards of service delivery and patient outcomes.

We pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our resourcing team.