QI Lead Patient Experience

NHS Scotland; Ayr; On-site; GBP 60,000 - 75,000; Full time

Job summary

NHS Scotland is recruiting a Quality Improvement Lead for Patient Experience based at Ailsa Hospital, Ayrshire. The role is permanent and 36 hours per week, with UK driving licence essential.

Leading the Patient Experience Team, you will develop and evaluate processes for handling feedback, complaints, and learning across NHS Ayrshire and Arran to improve patient care and safety. Strong leadership, communication, and collaboration are required.

Qualifications

• Strong leadership experience and ability to facilitate others.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with operational teams and senior managers.
• Sound decision-making with handling time-sensitive issues.
• Proactive approach to continuous improvement.

Responsibilities

• Lead the Patient Experience Team within NHS Ayrshire and Arran.
• Develop, implement and evaluate the organisational approach to feedback, comments, concerns or complaints.
• Ensure complaints are handled professionally and within CHP timescales.
• Support services to provide high-quality responses and drive learning from complaints.
• Represent the role with strong communication and professional judgement.

Skills

Leadership

Communication

Collaboration

Decision making

Continuous improvement

Education

Degree or equivalent

NMC/HCPC registration

Job description

NHS Scotland

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. The aim is for our workforce to be truly representative and for each employee to feel respected and able to give their best. To this end, NHS Scotland welcomes applications from all sections of society.

Who We Are

NHS Ayrshire and Arran are one of 14 territorial NHS Boards within NHS Scotland.

In support of our core purpose of Working together to achieve the healthiest life possible for everyone in Ayrshire and Arran, we are committed to a culture that is Caring, Safe, and Respectful. You will be required to work collaboratively in a safe, caring and respectful way.

To find out more about NHS Ayrshire and Arran please visit our website -

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Position

An exciting opportunity has arisen for a QI Lead Patient Experience based at Ailsa Hospital. This post is offered on a permanent basis.

Hours

36 hours per week.

UK Driving Licence

A UK driving licence is essential for this role.

What You Will Do

NHS Ayrshire & Arran (NHSAA) is seeking an experienced and highly motivated Quality Improvement Lead for Patient Experience to join the Clinical and Care Governance Unit. This is a key leadership role, managing the Patient Experience Team to develop, implement and evaluate the organisational approach to handling and learning from feedback, comments, concerns or complaints within NHS Ayrshire and Arran.

This role offers a unique opportunity for the post-holder to play a key role in the delivery and further development of Patient Experience arrangements within NHS Ayrshire and Arran that underpin the delivery of safe, person-centred care.

The post holder will ensure that complaints are handled professionally, consistently, and within the timescales set out in the NHS Scotland Complaints Handling Procedure (CHP). This includes supporting services to provide high quality responses and ensuring that learning from complaints contributes to improvements in patient experience and care delivery.

The successful candidate will bring strong technical knowledge, sound judgement and excellent communication skills. You should have a degree or equivalent level of experience. Registered professional qualification with either Nursing and Midwifery Council or Health and Care Professions Council.

Knowledge, Training And/or Experience Required For This Post

• Strong leadership skills with experience of the ability to facilitate these in others.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with operational teams, senior managers, clinical colleagues and external agencies.
• Sound decision-making skills, with the ability to manage competing priorities and respond effectively to complex or time-sensitive issues.
• A proactive approach to continuous improvement.

Right to Work / Certificates of Sponsorship

To work in the United Kingdom, there is a legal requirement for an individual to demonstrate that they have the relevant permission to work in the country. This permission is, without exception, granted by the UK Visa and Immigrations Service. Further information on what NHS Scotland Boards are required to do to check this as well as what your responsibilities include can be found within the attached Candidate Information Pack.

It is essential that you have checked that you either already have an appropriate right to work in the UK or that the post would be eligible to be sponsored before submitting your application form.

NHS Ayrshire & Arran may be able to offer visa sponsorship for certain roles, provided the post meets the minimum salary threshold and any other required criteria. When considering if a post meets the salary threshold for sponsorship, please note the salary advertised is based on a full-time contract and must be pro-rated for part-time positions. Sponsorship is not guaranteed and is assessed on a case-by-case basis following interview and at the commencement of pre-employment checks.

Please visit for further information.

We are unable to provide sponsorship for bank contracts.

If you would like to find out more about the role, please contact:

Claire Mavin -