Qi Lead Patient Experience

Nhs Ayrshire & Arran; Ayr; On-site; GBP 65,000 - 70,000; Full time

Job summary

NHS Ayrshire & Arran is seeking a proactive QI Lead for Patient Experience at Ailsa Hospital. This permanent role offers an opportunity to shape how we learn from feedback to improve patient care.

You will lead the Patient Experience Team, ensure timely handling of complaints, and drive continuous improvement across services. A degree or equivalent and registration with NMC or HCPC are required, along with a UK driving licence.

Qualifications

• Strong leadership skills with the ability to facilitate leadership 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 to time-sensitive issues.
• Proactive approach to continuous improvement.

Responsibilities

• Lead the Patient Experience Team to develop, implement and evaluate the organisational approach to handling and learning from feedback, comments, concerns or complaints.
• Play a key role in delivering and developing Patient Experience arrangements underpinning safe, person-centred care.
• Ensure complaints are handled professionally and within timescales set out in the NHS Scotland CHP; support services to provide high quality responses and ensure learning from complaints leads to improvements.
• Demonstrate strong technical knowledge, sound judgement and excellent communication; engage with services and stakeholders to drive improvements.

Skills

Leadership

Communication

Collaboration

Decision making

Continuous improvement

UK Driving Licence

Education

Degree or equivalent

NMC/HCPC registration

Job description

Job reference: 263788
Salary: Band 8A (£65,125 - £70,303)
Job closing date: 15/11/2026
Job Type: Nursing and Midwifery
Location: Ailsa Hospital
Employment type: Permanent
Hours Per Week: 36
Department: Clinical and Care Governance

Job Advert

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.

Position:

An exciting opportunity has arisen for a QI Lead Patient Experience based at Ailsa Hospital. This post is offered on a permanent basis. Please note that we anticipate a high level of interest in this position and may close the vacancy early once enough applications are received.

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.

Contact:

If you would like to find out more about the role, please contact: Claire Mavin - [e-mail]

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. 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.

Additional Information for Candidates

• Posts close at midnight on the indicated date. Late applications will not be accepted.
• Once you have submitted your application form you will be unable to make any amendments.

NHS Scotland is committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination. NHS Scotland welcomes applications from all sections of society.