Quality and Patient Experience Manager (Midlands)

EMED Group; Birstall; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

£38,000 per annum

Hybrid working

33 days holiday

Life Assurance – £5,000 cover

GP and prescriptions access

Cash-plan benefits including dental/od

EAP and mental health support

Pension scheme

Blue Light Card

Flu vaccination programme

Job summary

EMED Group is seeking a Quality & Patient Experience Manager to join the Quality and Patient Safety team, supporting safe, high-quality, patient-centered NEPTS services. The role blends strategic quality processes with hands-on incident management and continuous improvement across Midlands sites.

You will collaborate with operational teams, manage incidents and patient concerns, and oversee RADAR-based workflows while promoting learning and service enhancements.

Qualifications

• Experience in healthcare settings, preferably patient transport, ambulance services or community care.
• Understanding of incident management, complaints handling and patient safety processes.
• Experience using administrative systems, ideally RADAR or similar.
• Strong organisational, coordination and administrative skills.
• Excellent written communication skills for clear, professional responses.
• Ability to work collaboratively with operational teams to identify improvement opportunities.

Responsibilities

• Coordinate management of incidents, complaints and patient concerns with accurate records.
• Identify and escalate high-risk incidents, compliance issues and risks.
• Support risk management, audits and quality assurance activities.
• Monitor and coordinate improvement plans from incidents, complaints, audits and inspections.
• Share patient safety updates and learning with operational teams.
• Support staff training and guidance on incident reporting and complaint handling.
• Provide local administration and user support for the RADAR system.
• Assist due diligence and compliance monitoring of third-party providers.

Skills

Healthcare experience

Incident management

Administrative systems

Organisational skills

Written communication

Collaborative working

Tools

RADAR system

Job description

We have a fantastic opportunity for a Quality & Patient Experience Manager to join our Quality and Patient Safety team, supporting the delivery of safe, high-quality and patient-centred Non-Emergency Patient Transport Services (NEPTS).

Working closely with local operational teams and the Quality & Patient Safety function, you will play a key role in managing quality processes, supporting patient safety and driving continuous improvement to ensure positive patient experiences.

This is a hybrid role covering the business growth in the Midlands region, with travel to operational sites as required.

Key Responsibilities:

• Coordinate the management of incidents, complaints and patient concerns, including maintaining accurate records and supporting timely responses through the RADAR system.
• Identify and escalation high-risk incidents, compliance issues and potential risks.
• Support risk management, local audits and quality assurance activities, ensuring actions are followed through.
• Monitor and coordinate improvement plans arising from incidents, complaints, audits and inspections.
• Share patient safety updates, learning and improvement actions with operational teams.
• Support staff training and provide guidance on incident reporting, patient safety and complaint handling.
• Provide local administration and user support for the RADAR system.
• Support due diligence and compliance monitoring of third-party providers.

Key Skills & Experience:

• Experience within healthcare, ideally patient transport, ambulance services or community care.
• Understanding of incident management, complaints handling and patient safety processes.
• Experience using administrative systems, ideally RADAR or similar.
• Strong organisational, coordination and administrative skills.
• Excellent written communication skills, with the ability to prepare clear and professional responses.
• The ability to work collaboratively with operational teams and identify opportunities for improvement.

Benefits for the role include

• £38,000 per annum
• Hybrid working
• 33 days holiday

• Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000.
• 24/7 online/telephone GP Consultation and access to prescriptions.
• 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway.
• Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody.
• Access to mental health consultations.
• Access to physiotherapy consultations.
• Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury.
• Financial guidance re retirement planning, tax savings and state benefits.
• Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave.
• Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event.
• Refer a Friend recruitment incentive scheme with financial rewards.
• The EMED foundation, to provide support to colleagues and our local communities.
• Pension Scheme.
• Blue Light Card.
• EAP (Employee Assistance Programme) to support a range of health and wellbeing requirements.
• Flu vaccination (through an internal campaign in Autumn/Winter).

About us

EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide.

EMED Group is committed to pro-actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK.