Quality and Patient Safety Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and supervise patient transport incidents, including delays, missed journeys, clinical deterioration during transit, and manual handling events.

• Directly oversee Safeguarding issues that arise during transport activities.

• Manage and address complaints and concerns regarding patient experience and service delivery.

• Ensure compliance with internal and external reporting obligations across the EMED group, including patient safety collaboratives (PSC), ICB reporting systems (e.g., CRM, STEIS where applicable), contractual KPIs, and quality schedules.

• Guarantee accurate reporting of harm, incident trends, complaints performance, and safeguarding activities.

• Serve as the quality lead liaison with Integrated Care Boards (ICBs), NHS Trusts (acute, community, mental health), CQC Relationship Managers, Registered Managers, and key patient-focused groups.

• Uphold professional credibility, especially concerning delayed discharges, missed transport affecting clinical pathways, and complex, high-profile complaints.

• Lead intricate investigations into patient harm associated with delays or missed journeys, manual handling, equipment failures, and issues with eligibility and risk assessment.

• Instill structured quality and clinical governance within operational teams across all locations.

• Spearhead the development of quality facilitators and operational teams within NEPTS.

• Create and maintain relevant policies.

• Provide final approvals on complaint responses, ensuring high standards of communication, accountability, and demonstrable learning and resolution.

⛳️ Requirements

• Extensive experience in healthcare quality, particularly in patient transport, urgent care, and community services.

• Deep understanding of the risks associated with NEPTS, including patient mobility, manual handling, transport delays, and system flow.

• Experience collaborating with ICBs, NHS providers, CQC inspections, regulatory frameworks, VCSE, and patient groups.

• Demonstrated success in leading complex investigations involving intricate data analysis and report production.

• Proven experience in managing complaints and safeguarding processes.

• Capability to engage operational teams and influence service delivery effectively.

• Skills in coaching and mentoring.

• Expertise in quality improvement and transformation.

• Strong team player with the ability to motivate and lead teams.

• Exceptional communication and organizational skills.

• High level of self-direction and motivation, managing a significant volume of independent work.

🏝️ Benefits

• £5,100 annual car allowance.

• 33 days of annual leave (inclusive of bank holidays).

• Life Assurance – offering colleagues and their families financial security and protection valued at £5,000.

• 24/7 online and telephone GP consultations with access to prescriptions.

• Second opinion medical support following a diagnosis or during a treatment pathway.

• Cash-plan benefits that allow colleagues to safeguard themselves against illness and recuperation, including dental, optical, and chiropody services.

• Access to mental health and physiotherapy consultations.

• Legal advice on domestic matters such as motoring offenses, wills and probate, and personal injury.

• Financial guidance regarding retirement planning, tax savings, and state benefits.

• Long Service Recognition Scheme – honoring colleagues for their continued service after 5 years and at 5-year intervals with additional annual leave.

• Values-based Internal Recognition Scheme with a financial reward leading to an annual recognition event.

• Blue Light Card.

• Flu vaccination offered through an internal campaign in Autumn/Winter.