Complaints jobs in United Kingdom

Great Ormond Street Hospital for Children NHS Foundation Trust

The closing date is 07 January 2026

Instructions to apply - Apply via link along with sending your CV directly to Josh@mlcpartners.co.uk

Lead the Future of Patient Safety at GOSH

Great Ormond Street Hospital (GOSH) is a world-renowned centre of excellence, caring for children and young people with rare and complex conditions. As we deliver our ambitious new Trust Strategy, Together We Power Care, we are seeking an exceptional leader to drive the next evolution of patient safety across our organisation.

Patient safety sits at the heart of everything we do. Every child, young person, family and staff member deserves the safest possible experience, grounded in learning, transparency and compassion. This strategic role represents a unique opportunity to shape the safety culture of one of the UK's most iconic paediatric hospitals.

GOSH is an international centre of excellence in child healthcare, research, and innovation. Our new strategy is built on three pillars: shaping how we care, advancing discovery and innovation and embracing the whole child and family. We are committed to:

• o Creating a culture of connection, collaboration, and belonging.
• o Delivering seamless, holistic care that supports every child's journey.
• o Empowering staff and families to co-design services and drive continuous improvement.
• o Supporting your professional growth through the GOSH Learning Academy and a vibrant, inclusive workplace

Main Duties of the Job

• o Lead the Trust's patient safety incident response system, including delivery of the PSIRP.
• o Embed the NHS Patient Safety Strategy and PSIRF across all services.
• o Promote transparency, inclusion, and psychological safety across the organisation.
• o Provide expert advice to senior leaders and prepare high-quality assurance papers.
• o Lead and develop the Patient Safety, Compliance and Risk Teams.
• o Drive programmes to reduce avoidable harm.
• o Strengthen learning systems, including thematic reviews and safety training.
• o Support meaningful engagement with families and Patient Safety Partners.
• o Liaise with external bodies including NHSE, ICB and national safety networks.

We are keen to make our workforce as diverse as the communities we serve, and we hope to attract applications from underrepresented groups, including people with Black, Asian and Minority Ethnic heritage, people with a disability, and people from LGBTQ+ communities. By growing an ever more diverse workforce, we'll have a greater range of perspectives and knowledge, meaning that we can provide the children and young people at our hospital with even better care.

Our hospital is committed to creating an environment that is open and inclusive. Our staff are encouraged to engage with colleagues through the following networks: REACH (Race, Ethnicity and Cultural Heritage) ENABLED (Enhancing Abilities & Leveraging Disabilities Network), PRIDE and Women's networks; all of which are sponsored by a member of our Executive Management Team.

We want to ensure that all of our people, regardless of their background, are seen and heard. We want to attract applicants that share our commitment to inclusion and that understand diversity is a strength that is embraced and valued.

The full job description provides an overview of the key tasks and responsibilities of the role, and the person specification outlines the qualifications, skills, experience, and knowledge required. For both documents please view the attachment/s below.

• Our Always values
• Knowledge and Understanding of diverse backgrounds and perspectives.
• Understanding of Diversity and Inclusion challenges in the workplace.
• Demonstrable contribution to advancing Equality, Diversity and Inclusion in the Workplace
• Experience of leading and managing within a just culture
• Higher qualification in Risk Management, Patient Safety improvement or Equivalent Experience
• Clinical Registration with the GMC / HCPC or NMC
• Leadership Training
• Master's degree in healthcare leadership & management
• Successful completion of NHSE Patient Syllabus Training Levels 3 & 4
• Qualification in Human Factors

• Expert level of understanding and knowledge in patient safety, risk management, complaints, audit and effectiveness
• Providing, receiving, analysing and communicating complex, highly sensitive, confidential or highly contentious information
• Taking responsibility for clinical governance strategy, policies, systems and processes across an NHS organisation as they apply to patient safety
• Responsible for the management or procurement of information systems in clinical risk management (e.g. Datix or Safeguard)
• Using interpersonal and communication skills in a hostile, antagonistic or highly emotive atmosphere e.g., meeting families after a serious incident, managing organisational change
• Experience in the use of outcome measures, benchmarking or other commissioning levers to drive improvements in patient safety
• Experience in risk management, complaints and audit and effectiveness
• Extensive experience of line management and leading and delivering projects, on time and on budget
• Leading the design and management of a change programme, with evidence of tangible and sustained improvement
• Understanding of systems and complexity theories
• Managing change across the Trust and change management experience outside of Healthcare

• Interpreting health service policy and legislation and developing policies to embed them across the organisation
• Excellent interpersonal skills. Ability to engage and rapidly build credibility as an expert in patient safety at all levels in the Trust, including Trust Board, senior managers and clinicians
• Proven analytical skills in process/problem analysis, challenging existing thinking and generating improvements and solutions; writing assurance and progress reports
• Ability to understand and take account of other perspectives; to reconcile strategic and operational issues
• Proven ability to lead, develop and manage with expertise in mentorship/coaching/facilitation - guiding people/teams to achieve results, learn and grow
• Proven ability to influence others through a can do and positive attitude
• Ability to manage change and competing priorities across the Trust
• Ability to develop a compelling and deliverable vision for patient safety in the Trust
• Ability to operate and think at an operational and strategic level
• Excellent and proven oral and written communication skills and report writing skills
• Thinking conceptually to plan flexibly for the longer term

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Great Ormond Street Hospital for Children NHS Foundation Trust

£85,431 to £97,148 a year Inclusive per annum