Quality and Governance Specialist - Patient Experience

Quality and Governance Specialist - Patient Experience Lead | Part Time | 22.5 Hours per Week | Spire Yale Hospital, Wrexham

Are you passionate about improving patient experience and driving service improvement?

Spire Yale Hospital is seeking a Quality and Governance Specialist - Patient Experience Lead to champion the patient voice, lead complaints and feedback management, and support continuous quality improvement across the hospital.

Working within the Clinical Governance team, you will use patient feedback, surveys, complaints and quality data to identify opportunities for improvement and help ensure outstanding patient care.

Duties and Responsibilities

• Lead the hospital's Patient Experience and Engagement Framework.
• Manage complaints, concerns, compliments and patient feedback in line with company policy and ISCAS standards.
• Analyse patient experience data and identify themes, risks and improvement opportunities.
• Develop and monitor action plans resulting from patient feedback and audits.
• Chair the Patient Experience Group and track delivery of agreed actions.
• Produce reports, dashboards and presentations for governance meetings and senior leaders.
• Promote patient involvement in service development and quality improvement initiatives.
• Work collaboratively with clinical and operational teams to improve patient pathways and experiences.
• Share learning, positive feedback and best practice across the hospital.
• Support governance, audit and regulatory assurance activities.

What we are looking for:

• Degree-level qualification or equivalent experience in healthcare governance, patient experience, quality improvement or a related field.
• Experience managing patient feedback, complaints or service improvement within healthcare.
• Good understanding of governance, complaints management and patient-centred care.
• Strong analytical, communication and report-writing skills.
• Proficient in Microsoft Office, particularly Excel and PowerPoint.

Why Join Spire Yale?

Yale Hospital is a Small Private Hospital Located in Wrexham, serving North Wales and the Borders, Spire is committed to delivering exceptional patient care.

This role offers the opportunity to make a real impact on patient experience while working within a supportive and experienced Clinical Governance team.

If you're passionate about listening to patients and turning feedback into meaningful improvement, we'd love to hear from you.

Benefits

We offer employees a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

• 35 days annual leave inclusive of bank holidays
• Colleague recognition - Inspire people awards
• Employer and employee contributory pension with flexible retirement options
• 'Spire for you' reward platform - discount and cashback for over 1000 retailers
• Free Bupa wellness screening
• Private medical insurance
• Life assurance

We commit to our employees well-being through work life balance, on-going development, support and reward.

Spire Healthcare is a leading independent hospital group in the United Kingdom and the largest in terms of revenue. From 39 hospitals and 8 clinics across England, Wales and Scotland, Spire Healthcare provides diagnostics, inpatient, day case and outpatient care.



For us, it's more than just treating patients; it's about looking after people.

Closing date: In order to streamline our recruitment process, we reserve the right to expire vacancies prior to the advertised closing date once we have received a sufficient number of applications