Spire Gatwick Park has an exciting opportunity for a Quality & Governance Specialist, with a special interest in patient experience, your role will be to lead and drive improvements to the patience experience. This is a permanent Part-time position working 25 hours. Spire Gatwick Park Hospital offers world-class care and is part of one of the UK’s most respected private hospital groups. With a full multidisciplinary medical team, we are specialists in a wide range of treatments that can be personalised to your needs. Duties and responsibilities: Manage complaints in conjunction with the Clinical Governance Manager, Hospital Director and Director of Clinical Services Use DCIQ to log, distribute and monitor complaints through the investigation and outcome process. Ensuring timescales and deadlines are followed as per the Spire Complaints policy. You will be expected to lead on the complaints process when being interviewed by the CQC, PSQR team and or internal clinical reviews. Collaborative working with Heads of Departments to ensure actions agreed through complaints, patient satisfaction survey and any relevant committees are delivered within required timescales To Chair the Patient Experience Group meetings and monitor actions for delivery to drive improvement in response to patient feedback. To provide data and narrative reports, trend analysis and case studies for committee papers, newsletters and other required material. To attend and contribute to discussion at the Clinical Audit & Effectiveness Committee and Clinical Governance Committee. Triangulate incidents, complaints and risk and work collaboratively with the Clinical Governance Manager and Director of Clinical Services to monitor outcomes and examine opportunities to make improvements. Contribute to the quarterly governance report coordinated by the Clinical Governance Manager. To participate in the annual PLACE audit. Who were looking for: Familiar with and adhere to ISCAS Code of Practice in Complaints Management Competent in Microsoft Office packages Healthcare business experience & Healthcare processes Experience with Risk Management Systems such as Datix/DCIQ is desirable Experience of dealing with patients and other stakeholders. Excellent communication and interpersonal skills with the confidence and ability to build relationships with diverse audiences. Proficient letter writing skills. Flexible and proactive approach to work Able to work to tight timescales Keen interest in the development and service improvement of the hospital Confidence to make decisions in an appropriate manner when direction is not available Contract: Permanent Hours: Part-time, 25 hours per week working across 3-5 days 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 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 employee’s 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, its more than just treating patients; its 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 About Us At Spire Healthcare, caring is our passion. We have been putting patients at the heart of everything we do for over 25 years. We’re committed to looking after people, both patients and staff. We deliver high standards of care to our insured, self-pay and NHS patients across 39 hospitals and 33 clinics, medical centres and consulting rooms. Our successful business is led by an experienced and stable senior management team, we provide the highest quality of care through the latest medical technology, new facilities, and a focus on inspiring leadership and employee development. We have achieved our market leading position because of our Purpose, which is to make a positive difference to peoples lives through outstanding personalised care. Everyone at Spire is aligned to this purpose, which underpins a culture of respect, inclusion, passion and collaboration across our business, enabling us to achieve more than 98% of our hospitals being rated ‘Good’ or ‘Outstanding’ by the Regulators; these are sector leading standards.