Deputy Patient Experience Manager

Job title: Deputy Patient Experience Manager

Salary: £44,252 to £54,077 per annum

Location: The London Clinic, 1 Park Square West, London, NW1 4LB

Job Type: Permanent, Full time

Hours: 37.5 hours per week, Monday to Friday, 9.00am to 5.30pm. Hybrid working with 3 days onsite.

The role

We are currently looking to recruit a Deputy Patient Experience Manager to join our Clinical Governance team. This is a key role in ensuring that concerns and complaints are managed in a transparent, fair, and patient-centred way. You will oversee the day-to-day delivery of the complaints service, ensuring it meets regulatory standards and provides patients with a positive and compassionate resolution process.

Working with clinical, operational, and governance colleagues, you will use patient feedback to help shape improvements in care, while supporting and guiding staff in best practice for complaint handling. This role will also involve managing a small team, ensuring responses are of the highest quality and fostering a culture of learning and openness across the organisation.

About us

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with eight state-of-the-art facilities in the heart of London's medical community around Harley Street. As a charity, we reinvest in cutting-edge treatments, technology, and facilities to benefit our patients, staff, and the wider community.

Our hospital has eight state-of-the-art facilities in the Harley Street medical area, where we provide a broad range of services from complex medical and surgical procedures through to pioneering cancer care. Our reputation is built on clinical excellence, patient safety, and outstanding personalised care.

We offer a comprehensive range of services, from complex medical and surgical procedures to specialist cancer care. The London Clinic is known for its supportive, collaborative culture where every contribution is valued, guided by our core values: We go further, We work as one, We personalise care.

Key Duties

• Manage the full complaints process from acknowledgement to resolution, ensuring compliance with statutory deadlines.
• Draft and quality-assure complaint responses, ensuring accuracy, clarity, and a compassionate tone.
• Provide expert advice and training to staff on complaint handling and communication.
• Coordinate investigations in line with PSIRF principles, gathering evidence and working with clinical teams.
• Monitor and report on complaint trends, themes, and performance against key indicators.
• Maintain accurate records using the DatixWeb system.
• Line manage and support a Senior Complaints Officer and a Complaints Officer.
• Promote a culture of continuous learning and improvement across the organisation

Skills and Experience

• Experience managing complaints in a healthcare or public sector setting.
• Strong knowledge of NHS complaints regulations, CQC requirements, and national guidance.
• Excellent written and verbal communication skills with a compassionate approach.
• Strong organisational and analytical skills, with attention to detail.
• Experience using DatixWeb or a similar incident management system.
• Previous experience in managing or supervising a team.
• Ability to handle sensitive and complex issues with professionalism and empathy.

Benefits

We offer a range of benefits including flexible working and great career opportunities. Our core benefits are:

• Private Medical Insurance
• Contributory pension scheme (total contribution up to 20 percent)
• 25 days holiday plus bank holidays
• Life assurance
• Travel season ticket loan
• Family friendly benefits
• A range of retail discounts
• Excellent career development with clear career pathways and access to further education

We are committed to safeguarding and protecting all adults at risk, children, and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS).

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups. If you think you have the skills and experience for the job, please apply - we would love to hear from you.

Closing date: Wednesday 3 September