SSD Clinical Governance, Quality, Safety & Service Improvement Manager

University College London Hospitals NHS Foundation Trust; Camden Town; On-site; GBP 45,000 - 60,000; Full time

Job summary

A prominent UK NHS Trust is seeking a Clinical Governance Manager to oversee complaints management and improve clinical governance processes. The ideal candidate will possess clinical experience or expertise in governance and should be effective in a multidisciplinary team. The role emphasizes responding to complaints and developing strategies for learning and improvement. This position offers the opportunity to enhance patient experience within one of the most complex NHS trusts in the UK.

Qualifications

• Clinical experience or experience in the management of clinical governance.
• Experience in the management of complaints processes.
• Experience of working within a multidisciplinary team.

Responsibilities

• Liaising with complainants.
• Responding to complaints.
• Management of claims and inquests.
• Management of risk and incidents.
• Lead strategies to implement learning from complaints.

Skills

Excellent communication skills

Organisational skills

Ability to work within a multidisciplinary team

Education

Clinical experience or management in clinical governance

Job description

Position Summary

The division of Surgical Specialities manages the Trauma & Orthopaedic, Head and Neck, Urology and Thoracic surgical departments. The division is seeking an enthusiastic, forward‑thinking Clinical Governance, quality, safety and improvement manager. With a particular focus on complaint management, this position will be a key role in supporting the clinical governance processes within the division. The role will focus on responding to complaints, liaising with complainants and developing and supporting the improvement process to embed learning from complaints and other governance improvements. The post holder will also include inquests and claims, incidents and risk management. The post will work closely with the divisional management and clinical team and will line‑manage the quality and safety facilitator. We are looking for a self‑motivated, organised, enthusiastic individual with excellent communication skills and a drive and energy to improve patient experience. This position would ideally suit a candidate with clinical experience or experience in the management of clinical governance and complaints processes as well as experience of working within a multidisciplinary team.

Key Responsibilities

• Liaising with complainants
• Responding to complaints
• Early complaint resolution
• Management of claims and inquests
• Management of risk and incidents
• Lead and support strategies to implement learning from complaints and incidents
• Supporting clinical governance processes

Qualifications and Experience

We are looking for a candidate with clinical experience or experience in the management of clinical governance and complaints processes, and experience of working within a multidisciplinary team.

About University College London Hospitals NHS Foundation Trust (UCLH)

UCLH is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top‑quality patient care, excellent education, and world‑class research. We provide first‑class acute and specialist services across eight sites, including the University College Hospital (incorporating the Elizabeth Garrett Anderson Wing). UCLH specialises in women’s health, cancer, infection, neurological, gastrointestinal and oral disease, and offers world‑class support services including critical care, imaging, nuclear medicine and pathology.

We are committed to sustainability and have pledged to become a carbon net‑zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.