Job summary
- Main area
- Clinical Governance
- Grade
- NHS AfC: Band 6
- Contract
- Permanent
- Hours
- Full time
- Flexible working
- Job ref
- 825-7484259-CORP
- Employer
- Shropshire Community Health NHS Trust
- Employer type
- NHS
- Site
- Shropshire Community NHS Health Trust, Mount McKinley
- Town
- Shrewsbury
- Salary
- £38,682 - £46,580 per annum
- Salary period
- Yearly
- Closing
- 03/10/2025 23:59
Employer heading
Governance Manager - Patient Experience Lead
NHS AfC: Band 6
Shropshire Community Health NHS Trust believes in fairness, equity and above all, values diversity in all aspects of its work, as a provider of health services and as an employer of people. We provide visa sponsorship to applicants who require this in order to have the right to work in the UK, providing that the role you have been offered meets the requirements set by the Home Office.
Applicants requiring a Skilled Worker Visa (such as data analysts, IT and finance professionals, etc) will need to meet the salary threshold of £41,700. For a limited number of clinical posts (listed here), applications to the Health and Care Visa route will need to meet the national pay scale for their role or the minimum salary threshold of £25,000 (whichever is higher). We advise that you check that the role you wish to apply for meets the requirement for sponsorship before applying.
Further guidance on eligible roles can be found here.
Job overview
We are seeking a dynamic and motivated Governance 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.
Working for our organisation
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.
Detailed job description and main responsibilities
For further details about the role, please see the attached document entitled job description and person specification.
Person specification
Training and Qualifications
Essential criteria
- 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 criteria
- 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 criteria
- 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
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Application numbers
Documents to download
Further details / informal visits contact
- Name
- Emma Bayliss
- Job title
- Senior Governance Manager
- Email address
- [email protected]
- Telephone number
- 07972 660851
List jobs with Shropshire Community Health NHS Trust in Administrative Services or all sectors