Patient Experience Manager

2 weeks ago


Cumbernauld, North Lanarkshire, United Kingdom Scottish Ambulance Service Full time

Patient Experience Manager

We are seeking a highly skilled Patient Experience Manager to join our team at the Scottish Ambulance Service. As an organisation committed to delivering high-quality care, we need someone who can help us understand the experiences of patients, carers, and their families.

The successful candidate will have strong communication skills to work with patients, families, and various stakeholders, including the SAS Clinical Team, Health Boards, and the Scottish Public Services Ombudsman. They will be responsible for leading the analysis and interpretation of patient experience data, identifying trends, strengths, and opportunities for improvement.

The Patient Experience Manager will also provide leadership on expected standards of complaints handling and will be the responsible complaints officer for the organisation. They will work closely with the Head of Corporate Affairs and Engagement to plan and prioritise workloads of the team.

The team is based at NHQ in Edinburgh, but the team currently works in a hybrid capacity, with the majority of work undertaken remotely. We are committed to encouraging equality and diversity among our workforce and eliminating unlawful discrimination.

Main duties, tasks & skills required

The Patient Experience Manager will be responsible for the day-to-day operations of the patient experience team and will take ownership for supporting patient experience improvement work across the organisation. They will lead on the analysis and interpretation of patient experience data and provide leadership on expected standards of complaints handling.

The successful candidate will have strong management skills, an understanding of data analysis, and the ability to forge strong positive working relationships with colleagues. They will also require sensitivity and empathy when dealing with distressed families or patients.



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