Clinical Effectiveness And Complaints Manager

Bupa UK

London, United Kingdom
Base: circa. £60,000py; bonus/equity: not specifie...
Clinical effectiveness programme oversight
Complaints management framework leadership
Root cause analysis and psirf methodology
The Clinical Effectiveness & Complaints Manager will oversee the hospital’s Clinical Effectiveness Programme, ensuring robust clinical audit, evidence-based practice, and continuous improvement

Job Summary

  • The Clinical Effectiveness & Complaints Manager will oversee the hospital’s Clinical Effectiveness Programme, ensuring robust clinical audit, evidence-based practice, and continuous improvement.
  • You will lead the complaints management framework, ensuring patients, carers, and families receive timely, compassionate, and high-quality responses that lead to tangible service improvements.
  • As a key member of the Patient & Carer Experience and Engagement Leadership Team, you will ensure that clinical effectiveness, governance processes, and complaints procedures are aligned, accessible, and used to drive meaningful learning and change.

Matching Summary

The Clinical Effectiveness & Complaints Manager will oversee the hospital’s Clinical Effectiveness Programme, ensuring robust clinical audit, evidence-based practice, and continuous improvement.

Salary

Base: Circa. £60,000pa; Bonus/Equity: Not specified; Benefits: Fantastic Benefits

Skills & Requirements

Must-have

  • Clinical Effectiveness Programme oversight
  • Complaints management framework leadership
  • Root cause analysis and PSIRF methodology
  • ISCAS and external advocacy engagement
  • Thematic analysis of complaints and concerns
  • Clinical policy compliance monitoring

Nice-to-have

  • Person-centred care delivery
  • Compassionate and high-quality responses
  • Driving meaningful learning and change
  • Staff training for complaint handling confidence
  • Representing diverse communities and customers

Key Requirements

  • Significant healthcare complaints management experience
  • Strong conflict resolution and de-escalation skills
  • Excellent communication and stakeholder engagement
  • Experience with risk management systems (e.g. RLDatix)
  • Competent in MS Office and Power BI
  • Strong data interpretation and report-writing skills
  • Clinical or operational healthcare leadership experience
  • Clinical or healthcare-related qualification
  • Degree-level or higher academic study

Work Rights

Not specified

Tailored Resume

Cover Letter