Quality & Patient Experience Manager
The closing date is 14 August 2025
Job summary
To lead and manage the Trust's approach to patient experience, complaints handling, regulatory compliance (including CQC standards), and the use of quality and governance databases.
Specifically, the core responsibilities are:
To support the divisional triumvirate to deliver effective and responsive quality governance systems, providing senior specialist support and advice, and participate in the management of the compliance for quality governance across the Trust.
To ensure a culture of continuous improvement, transparency, and patient-centred care across the ambulance service, with a focus on the unique challenges and opportunities within urgent and emergency care settings.
To work in partnership with governors, external and voluntary organisations to gain stakeholder engagement and lead or support service improvements across the whole patient pathway.
To ensure the lessons learned from national reports and the National Quality Board Quality Strategy are embedded within the organisation to ensure that care issafe, effective and provides a positive experiencefor patients.
Main duties of the job
Make overall strategic responsibility for developing and implementing all aspects of patient experience to ensure an effective and integrated service across the organisation.
Oversee the complaints process, ensuring compliance with NHS Complaints Regulations and PHSO principles.
Develop and implement the Patient Experience Strategy aligned with ambulance service priorities and national guidance.
Lead on development of organisational systems and processes to ensure compliance with (CQC) and other legal and national guidance. Ensure that the Trust meets the outcomes set by the (CQC), NHS England and any other national, service-specific or local performance frameworks.
Oversee the management and optimise Ulysses.
Line management of delegated teams including implementing the Trust's appraisal system. Ensure they deliver/be involved in patient safety/ experience implementation and improvement.
Work within organisation's policies, procedures and guidelines develop documents in line with changes to legislation or best practice.
Support the recruitment and development of the Quality and Safety teams.
Formulate long term strategies, lead on development of frameworks for consultation and involvement of patients and public.
Plan and organise management of own workload and others as appropriate. Prioritising initiatives that align with the strategy's goals.
Lead on strategic planning. Settingobjectivesfor safety, effectiveness, and patient experience.
About us
We employ 3,500 staff in 63 locations and serve a population of 2,600,000 in Northumberland, Tyne & Wear, County Durham, and Tees over 3230 square miles.
Many people think the job of the ambulance service is to collect patients and take them to hospital, but we do much more!
Paramedic skills hav developed hugely in recent years, meaning we carry out more treatment at the scene and en-route to hospital.
We have a dedicated clinical assessment service that allows us to provide patients with the most appropriate care from the beginning of the patient journey.
We have a specialised branch of the Trust called HART which deal with explosions or terrorist attacks.
Ultimately patients are the heart of everything that we do to support our mission of "safe, effective and responsive care for all".
We value and respect the diversity employees bring to our workplace. We recruit a workforce that reflects the community we serve, and welcome applications from people from all backgrounds. To ensure we deliver on our aims in relation to diversity and inclusion we assess ourselves against a range of frameworks. We are ENEI Gold employer, Disability Confident Leader, Dementia Friendly, and part of Mind Blue Light programme and the Race at Work Charter from the Princes Responsible Business Network and are achieving across all objectives in NHS Equality Delivery System.
From 01/04/25 If your role needs a DBS you'll be subject to salary deduction totaling £49.50, spread over first and second pay.
Details
Date posted
31 July 2025
Pay scheme
Agenda for change
Band
Band 8a
Salary
£55,690 to £62,682 a year per annum
Contract
Permanent
Working pattern
Full-time
Reference number
340-QPEM-07-25
Job locations
Bernicia house
Newcastle upon tyne
Newcastle
NE15 8NY
Employer details
Employer name
North East Ambulance Service NHS Foundation Trust
Address
Bernicia house
Newcastle upon tyne
Newcastle
NE15 8NY
Employer's website
https://www.neas.nhs.uk/ (Opens in a new tab)
Employer contact details
For questions about the job, contact:
Supporting documents
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