SSD Clinical Governance, Quality, Safety & Service Improvement Manager

University College London Hospital; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading NHS trust in the UK is seeking a Clinical Governance Manager to manage complaints, support governance processes, and improve patient experience. The ideal candidate will have clinical experience and excellent communication skills. This role is integral to enhancing patient care and embedding learning from incidents within the division.

Qualifications

• Clinical experience or experience in the management of clinical governance.
• Experience of working within a multidisciplinary team.
• Ability to manage and respond to complaints.

Responsibilities

• Liaise with complainants and respond to complaints.
• Manage claims and inquests.
• Support strategies to implement learning from incidents.

Skills

Excellent communication skills

Self-motivated

Organised

Experience in clinical governance

Teamwork

Job description

A Vacancy at University College London Hospitals NHS Foundation Trust. 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.

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
• Line manage the Quality and Safety Facilitator

University College London Hospitals NHS Foundation Trust (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:

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street

We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological, gastrointestinal and oral disease. It has 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.

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description.

Come and be a part of the best NHS trust in England to work for, according to our staff: UCLH recognises the benefits of flexible working for staff – To find out more, visit: Flexible working. To discover more about what makes UCLH a great place to work, visit: Why Choose UCLH?

*UCLH top trust to work at in England – In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the third year in a row.

This advert closes on Wednesday 19 Nov 2025.