Job Description

We are seeking a dynamic and motivated Governance Manager - Patient Experience (including Complaints) to join our team. This is a key leadership role responsible for delivering and promoting clinical governance, statutory requirements, and policies across the Trust, with a strong focus on patient experience, engagement, and complaints management.



You will lead the day-to-day business of the patient experience and engagement service, including managing complaints, supporting volunteers, delivering training, and driving digital transformation in governance processes. You will work collaboratively with clinical and non-clinical teams, ensuring that patient voices are heard and service improvements are implemented.



You will need good communication, reporting and digital skills to fulfil the role.



Please note this vacancy may close early if a high volume of applications is received, we advise you submit your application early to avoid disappointment.

Managing Complaints, PALS and Feedback:

to lead and manage the day-to-day business within area of work.



Ensure all complaint/PALS responses are completed thoroughly and within agreed timescales.



Maintain and monitor complaints trackers, overseeing action plans, and ensure learning is captured and implemented.



Facilitate face-to-face meetings with patients, families, and relevant clinical staff to discuss complaint investigations, outcomes, and agreed actions.

Promoting Patient-focussed Care:

support the embedding of patient care, ensuring that patient voices and preferences are considered in service development and delivery.

Collaboration and Communication:

work with various teams, stakeholders, and patient participation groups (PPGs), to foster a collaborative approach to improving patient experience.

Programmes/projects:

to lead and manage programmes of work that will enhance patient experience.



To adopt a project management approach that will successfully deliver workplans, audits, projects within agreed timelines.



To assist with establishing a patient experience and engagement culture and environment.

Meetings and Committees:

attend and contribute to meetings, to include the production of presentations and reports and explaining complex data to a variety of audiences.



Deputise for the Senior Governance Manager when required.



Shropshire Community Health NHS Trust provides community-based health services for adults and children in Shropshire, Telford and Wrekin, and some services in surrounding areas too. These range from district nursing, health visiting and running four community hospitals through to providing very specialist community care through talented and dedicated staff.



Patients, carers and the public play a vital role in helping us to develop and improve our services and we are constantly looking for ways to work with local communities, patients and the public to innovate and improve. Have a look at the Have Your Say section of our website to find out how you can feed back your experiences and help us to continually improve.



Shropshire Community Health NHS Trust is an exciting place to work. It offers a wide range of employment opportunities for many people.



Shropshire Community Health NHS Trust positively encourages applications from all areas of the community, regardless of age, gender, ethnicity, disability, sexual orientation or religious beliefs. We are committed to ensuring people who work for the community trust have a good working life - and a good work life/home life balance.



For further details about the role, please see the attached document entitled job description and person specification.