This is a unique opportunity to shape and lead the hospital's patient experience agenda. Working across departments and alongside senior leaders, consultants and multidisciplinary teams, you'll help ensure patient feedback drives meaningful improvements, strengthens service quality and enhances the experience of patients and their families. If you enjoy influencing positive change, using insight to improve services and ensuring people feel heard and supported, this could be an excellent next step in your healthcare career.

About the Role

As a Quality & Governance Specialist (Patient Experience Lead), you will lead the hospital's patient experience programme, ensuring feedback, complaints, surveys and engagement activities are translated into learning, action and measurable improvement. The role combines patient experience, governance, service improvement and reporting, helping the organisation identify opportunities to strengthen quality, responsiveness and regulatory assurance. At Spire, you'll work in a modern, patient-focused environment where quality and care come first.

A key aspect of the position is engaging with patients and families through Duty of Candour and investigation processes. Through open, compassionate communication, you'll help ensure their experiences and perspectives are represented throughout reviews, including Key Serious Incident (KSI) investigations, while supporting the effective and timely resolution of concerns.

Why Join Us

At Spire Healthcare, you'll be part of a respected independent healthcare provider where continuous improvement is genuinely valued. You'll work closely with experienced leaders and colleagues who are committed to creating outstanding patient experiences, sharing learning and supporting professional development. This is an opportunity to influence change across the hospital while developing specialist expertise within governance, patient experience and service improvement.

Duties and Responsibilities

• Lead the hospital's Patient Experience and Engagement Framework.
• Coordinate complaints, concerns, compliments and patient feedback in line with policy and quality standards.
• Support patients and families through Duty of Candour and investigation processes.
• Ensure the patient and family voice is reflected within Key Serious Incident (KSI) reviews and improvement activities.
• Monitor patient experience metrics, complaints data, audits and engagement outcomes.
• Analyse feedback, survey results and quality indicators to identify themes, risks and opportunities for improvement.
• Develop, implement and monitor action plans arising from patient feedback, complaints and governance activity.
• Chair and coordinate the Patient Experience Group (PEG).
• Act as the hospital lead for patient experience surveys and insight programmes.
• Produce reports, dashboards, trend analysis and case studies for governance committees and senior leaders.
• Work collaboratively with Heads of Department, consultants and multidisciplinary teams to improve patient pathways and service quality.
• Promote patient and family involvement in service development initiatives.
• Share learning, positive feedback and best practice across the hospital.
• Support governance audits, compliance requirements and regulatory assurance activities.
• Attend daily safety huddles and contribute to quality improvement discussions.
• Support the Hospital Director and Senior Management Team with governance activities in the absence of the Quality & Governance Manager.

Contract Permanent

Days/Hours: Part Time, 15 hours per week, Monday – Friday between 08:00 – 17:00

Who we're looking for

• Experience leading patient experience, customer experience, complaints, feedback or service improvement initiatives.
• Previous experience within healthcare is desirable.
• Knowledge of governance, quality improvement, customer-focused practice and regulatory requirements.
• Understanding of how feedback, complaints, survey results and quality metrics can be used to drive improvement.
• Experience handling sensitive concerns professionally, compassionately and with sound judgement.
• Strong analytical skills with the ability to interpret data, identify trends and recommend practical improvements.
• Experience producing reports, dashboards, presentations and performance information.
• Competent IT skills, including Microsoft Excel, PowerPoint and data analysis tools.
• Excellent communication and relationship-building skills with the ability to engage effectively with patients, families, consultants and colleagues at all levels.
• Highly organised with strong attention to detail and the ability to manage competing priorities.
• Proactive, adaptable and solution-focused in approach.
• Committed to maintaining confidentiality, information governance and professional standards.
• Able to work independently while building strong collaborative relationships across multidisciplinary teams.

Benefits

We offer employees a competitive salary as well as a comprehensive benefits package designed to support your wellbeing, both inside and outside of work. This includes:

• 35 days’ annual leave inclusive of bank holidays (pro rata) – helping you maintain a healthy work-life balance
• Access to private healthcare and health insurance options – giving you reassurance and faster access to care
• Gym and wellbeing benefits – supporting your physical and mental wellbeing
• Free on-site parking – making your day-to-day easier
• A supportive team within a leading independent healthcare provider – where you'll feel valued and part of something meaningful
• Employer and employee contributory pension with flexible retirement options – supporting your future
• ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
• Free Bupa wellness screening – helping you stay on top of your health

We commit to our employees well-being through work life balance, on-going development, support and reward.

Inclusion Statement

We are committed to creating an inclusive environment and welcome applications from all backgrounds.

For further information about this role please contact Alison Roberts on alison.roberts@spirehealthcare.com.

Closing date: We're reviewing applications as they come in, so early applications are encouraged.