Job summary
We are seeking a dynamic and motivatedGovernance Manager - Patient Experience (including Complaints)to join our team. This is a key leadership role responsible for delivering and promoting clinical governance, statutory requirements, and policies across the Trust, with a strong focus on patient experience, engagement, and complaints management.
You will lead the day-to-day business of the patient experience and engagement service, including managing complaints, supporting volunteers, delivering training, and driving digital transformation in governance processes. You will work collaboratively with clinical and non-clinical teams, ensuring that patient voices are heard and service improvements are implemented.
You will need good communication, reporting and digital skills to fulfil the role.
Please note this vacancy may close early if a high volume of applications is received, we advise you submit your application early to avoid disappointment.
Main duties of the job
- Managing Complaints, PALS and Feedback: to lead and manage the day-to-day business within area of work.
- Ensure all complaint/PALS responses are completed thoroughly and within agreed timescales.
- Maintain and monitor complaints trackers, overseeing action plans, and ensure learning is captured and implemented.
- Facilitate face-to-face meetings with patients, families, and relevant clinical staff to discuss complaint investigations, outcomes, and agreed actions.
- Promoting Patient-focussed Care: support the embedding of patient care, ensuring that patient voices and preferences are considered in service development and delivery.
- Collaboration and Communication: work with various teams, stakeholders, and patient participation groups (PPGs), to foster a collaborative approach to improving patient experience.
- Programmes/projects: to lead and manage programmes of work that will enhance patient experience.
- To adopt a project management approach that will successfully deliver workplans, audits, projects within agreed timelines.
- To assist with establishing a patient experience and engagement culture and environment.
- Meetings and Committees: attend and contribute to meetings, to include the production of presentations and reports and explaining complex data to a variety of audiences.
- Deputise for the Senior Governance Manager when required.
About us
Shropshire Community Health NHS Trust provides community-based health services for adults and children in Shropshire, Telford and Wrekin, and some services in surrounding areas too. These range from district nursing, health visiting and running four community hospitals through to providing very specialist community care through talented and dedicated staff.
Patients, carers and the public play a vital role in helping us to develop and improve our services and we are constantly looking for ways to work with local communities, patients and the public to innovate and improve. Have a look at the Have Your Say section of our website to find out how you can feed back your experiences and help us to continually improve.
Shropshire Community Health NHS Trust is an exciting place to work. It offers a wide range of employment opportunities for many people.
Shropshire Community Health NHS Trust positively encourages applications from all areas of the community, regardless of age, gender, ethnicity, disability, sexual orientation or religious beliefs. We are committed to ensuring people who work for the community trust have a good working life - and a good work life/home life balance.
Job description
Job responsibilities
For further details about the role, please see the attached document entitled job description and person specification.
Job description
Job responsibilities
For further details about the role, please see the attached document entitled job description and person specification.
Person Specification
Training and Qualifications
Essential
- Educated to relevant degree post graduate level e.g. clinical governance, in Information Technology, or Core Academic Subject; OR equivalent combination of qualification, knowledge, experience and learning as set out: Qualification at the level of NVQ5, BTEC, HND/OND or ISEB; and a relevant and current professional qualification or certificate of learning (or working towards), such as Clinical Governance, Risk Management, Patient Safety, Complaints, Management and Leadership, Project Management e.g. Foundation PRINCE2; and supplemented with a number of years of relevant experience, knowledge; and learning in a similar environment and evidence of continuous professional development
Experience
Essential
- Experience of working with performance management systems and delivering improvement methodologies
- Experience of multi professional, multi-agency working. Achievement of challenging deadlines whilst maintaining quality and professional standards
- Able to prioritise workload to work at pace to meet timelines with minimal supervision.
- Experience of managing projects.
- Knowledge of quality improvement methodologies.
- Experience of data analysis and triangulation of data and intelligence
- Extensive experience of compiling action plans and written reports to a high standard for target audience including non-executive and executive Directors for example.
- Significant experience in the use of MS Word, Powerpoint, Excel. Access and Outlook.
- Demonstrated experience of working in a quality related role within the NHS or a public sector organisation
Knowledge and Skills
Essential
- Knowledge of performance management tools and techniques and their application to NHS organisations
- Ability to analyse and interpret complex information, pre-empt and evaluate issues and recommend appropriate courses of action to address issues.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
- Good knowledge of clinical governance principles and requirements
- Understanding of health service environment
- Good organisational skills
- Strong planning, prioritising and organisational skills
- Report writing
- Good interpersonal skills
- Well developed verbal and written communication skills
- Presentation skills
Person Specification
Training and Qualifications
Essential
- Educated to relevant degree post graduate level e.g. clinical governance, in Information Technology, or Core Academic Subject; OR equivalent combination of qualification, knowledge, experience and learning as set out: Qualification at the level of NVQ5, BTEC, HND/OND or ISEB; and a relevant and current professional qualification or certificate of learning (or working towards), such as Clinical Governance, Risk Management, Patient Safety, Complaints, Management and Leadership, Project Management e.g. Foundation PRINCE2; and supplemented with a number of years of relevant experience, knowledge; and learning in a similar environment and evidence of continuous professional development
Experience
Essential
- Experience of working with performance management systems and delivering improvement methodologies
- Experience of multi professional, multi-agency working. Achievement of challenging deadlines whilst maintaining quality and professional standards
- Able to prioritise workload to work at pace to meet timelines with minimal supervision.
- Experience of managing projects.
- Knowledge of quality improvement methodologies.
- Experience of data analysis and triangulation of data and intelligence
- Extensive experience of compiling action plans and written reports to a high standard for target audience including non-executive and executive Directors for example.
- Significant experience in the use of MS Word, Powerpoint, Excel. Access and Outlook.
- Demonstrated experience of working in a quality related role within the NHS or a public sector organisation
Knowledge and Skills
Essential
- Knowledge of performance management tools and techniques and their application to NHS organisations
- Ability to analyse and interpret complex information, pre-empt and evaluate issues and recommend appropriate courses of action to address issues.
- Ability to prepare and produce concise yet insightful communications for dissemination to senior stakeholders and a broad range of stakeholders as required
- Good knowledge of clinical governance principles and requirements
- Understanding of health service environment
- Good organisational skills
- Strong planning, prioritising and organisational skills
- Report writing
- Good interpersonal skills
- Well developed verbal and written communication skills
- Presentation skills
Disclosure and Barring Service Check
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
