Quality & Patient Experience Lead - Hybrid (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

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.