Quality and Engagement Lead

Overview

Step into a role where your leadership shapes the future of urgent care across Worcestershire. As the driving force behind our Out of Hours Engagement Strategy, you ll bring together patients, partners, and a wide network of health and care providers to strengthen collaboration and enhance service development. This is a chance to influence meaningful change working closely with internal teams, external stakeholders, and the ICB to embed improvements that elevate patient experience and service quality.

If you thrive in a dynamic environment where partnership-building, insight-driven decision-making, and high-quality care are at the heart of what you do, this role offers an exciting opportunity to make a real impact.

• Manage Datix and related systems to ensure accurate recording and tracking of complaints, feedback, PALS enquiries and patient experience data.
• Coordinate timely, compliant responses to complaints and PALS enquiries, ensuring high-quality documentation and communication.
• Analyse clinical and nonclinical feedback to identify trends, risks and improvement opportunities across Urgent Care services.
• Lead the development, implementation and monitoring of action plans, ensuring learning is shared and embedded consistently.
• Produce high-quality reports, analysis and data visualisations to support governance, quality assurance and commissioner reporting.
• Ensure robust quality and governance processes are in place and delivered in line with statutory, regulatory and contractual requirements.
• Lead the development and delivery of the Worcestershire Engagement Strategy, building strong patient and stakeholder networks.
• Build and maintain effective relationships with external partners, representing the organisation at meetings and promoting service capabilities.
• Work with clinical and operational leaders to support service development, pathway design and stakeholder expectation management.
• Provide line management to the quality administration team, promoting organisational values, professional standards and ongoing development.

• Essential
• Educated to Degree level (or equivalent experience) with demonstrable expertise relevant to the role.
• Strong ability to build and maintain effective relationships with stakeholders at all levels, including director level leaders.
• Skilled communicator with confidence in presenting information and responding to questions from managers, patients and partners.
• Experience in developing patient pathways, managing projects and supporting service improvement initiatives.
• Excellent analytical skills with the ability to interpret data, identify insights and produce clear written reports.
• High attention to detail, strong organisational skills and the ability to work under pressure to meet tight deadlines.
• Proficient in Microsoft Office and able to produce professional business correspondence and documentation.
• Demonstrates integrity, confidentiality and a strong sense of personal and team accountability
• Knowledge of clinical governance systems, NHS incidents and complaints processes, and experience working in multiprofessional or multiagency environments.
• Sound political awareness and understanding of NHS service delivery targets, governance requirements and change management processes.

• Desirable
• Knowledge of clinical governance systems, NHS incidents and complaints processes, and experience working in multiprofessional or multiagency environments.
• Sound political awareness and understanding of NHS service delivery targets, governance requirements and change management processes.

Step into a role where your leadership shapes the future of urgent care across Worcestershire. As the driving force behind our Out of Hours Engagement Strategy, youll bring together patients, partners, and a wide network of health and care providers to strengthen collaboration and enhance service development. This is a chance to influence meaningful change working closely with internal teams, external stakeholders, and the ICB to embed improvements that elevate patient experience and service quality.

If you thrive in a dynamic environment where…