Clinical Effectiveness and Complaints Manager
Cromwell Hospital, Kensington, SW5 0TU (5 minutes walk from Earls Court underground or 7 minutes walk from Gloucester Road underground.)
Permanent (Full Time) – Circa. £60,000pa + benefits
We are also welcoming candidates for a 6‑month contract role if this is more suited.
Job Overview
Reporting to the Head of Clinical Governance, the Clinical Effectiveness & Complaints Manager plays a central role in ensuring the delivery of world‑class, person‑centred care through robust clinical audit, evidence‑based practice and continuous improvement.
As a key member of the Patient & Carer Experience and Engagement Leadership Team, you will align clinical effectiveness, governance processes, and complaints procedures to drive meaningful learning and change across Cromwell Hospital and its diagnostic centres.
Key Responsibilities
* Lead the development, delivery and monitoring of the Clinical Effectiveness and Quality Assurance Programme.
* Oversee clinical audits, benchmarking and evidence‑based practice initiatives aligned to national standards and local priorities.
* Produce high‑quality reports to support governance, learning and improvement.
* Case manage complex complaints sensitively, ensuring timely resolution using root cause analysis and PSIRF methodology.
* Maintain compliance with legislation, contractual requirements and ISCAS standards.
* Coach and support managers in investigating and responding to complaints.
* Monitor completion of improvement actions arising from complaints and concerns.
* Build programmes of staff training to improve confidence and capability in complaint handling.
* Actively engage with ISCAS and relevant external advocacy groups.
* Undertake thematic analysis of complaints, concerns and compliments to inform quality improvement.
* Collaborate across governance, quality and clinical teams to embed learning and drive continuous improvement.
* Monitor clinical policy compliance and support corrective actions where needed.
Key Skills / Qualifications
Essential
* Significant experience managing complaints in a healthcare environment.
* Strong conflict resolution and de‑escalation skills.
* Excellent communication and stakeholder engagement ability.
* Experience using risk management systems (e.g. RLDatix).
* Competent in MS Office and analytical platforms such as Power BI.
* Strong data interpretation and report‑writing skills.
Desirable
* Clinical or operational healthcare leadership experience.
* Clinical or healthcare‑related qualification.
* Degree‑level or higher academic study.
Equal Opportunity
Bupa is a Level 2 Disability Confident Employer. We provide interview/assessment to every disabled applicant who meets the minimum criteria for the role and offer reasonable adjustments as part of our recruitment process.
Time Type: Full time
Job Area: Clinical Services
Locations: Cromwell Hospital London
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