Complaints & Patient Engagement Lead

2 days ago

Hybrid, United Kingdom Montu UK Full time

About the role:

The Complaints and Patient Engagement Lead will play a critical role in leading on formal complaint management, and supporting quality and compliance across both clinic and pharmacy settings. This position requires a proactive, detail-oriented professional who can support patients, manage complaints investigations, support audit activities, and ensure adherence to relevant healthcare regulations and standards. This role requires regular patient contact via phone and email.

Key Responsibilities:

Complaints Investigation:

  • Lead the investigation of complaints from patients and other stakeholders.

  • Collaborate with teams internally to gather data, identify root causes, and implement corrective and preventive actions (CAPA).

  • Maintain accurate documentation of complaints investigations and track resolutions.

  • Support on medication quality complaints

  • Support patients with complaints

  • Line manage governance coordinators

Audits:

  • Lead on and assist in preparing for internal and external audits in both clinical and pharmacy environments.

  • Conduct routine quality checks to ensure compliance with regulatory requirements.

  • Support the development and implementation of action plans to address audit findings.

Quality Improvement:

  • Participate in continuous quality improvement initiatives.

  • Contribute to the development, review, and revision of Standard Operating Procedures (SOPs).

  • Provide training and support to staff on quality processes and regulatory requirements.

Regulatory Compliance:

  • Stay up to date with healthcare regulations, particularly relating to clinical care and pharmacy practice.

  • Ensure documentation and processes comply with national standards.

Cross-Functional Collaboration:

  • Work closely with both clinical and pharmacy teams to ensure seamless communication and collaboration on quality-related matters.

  • Serve as a point of contact for quality issues, providing guidance and support as needed.

Skills, experience and qualifications:

  • Leadership experience

  • Previous experience in quality assurance, preferably within a healthcare, clinical, or pharmacy setting.

  • Familiarity with healthcare regulations and standards (e.g., CQC, GPhC, MHRA).

  • Strong analytical, organisational, and problem-solving skills.

  • Excellent communication and interpersonal abilities.

  • Proficiency in Gsuite.

  • Experience in quality management systems is a bonus.

Key Competencies:

  • Able to prioritise own workload.

  • Understanding of patient safety risks.

  • Attention to detail and a commitment to accuracy.

  • Ability to manage multiple tasks and meet deadlines.

  • Strong investigative and root cause analysis skills.

  • Collaborative mindset with a proactive, solution-oriented approach.

What we offer:

  • Competitive salary

  • 25 days holiday (rising to 27 after one year, rising to 30 after two years) + bank holidays

  • 5% matched pension

  • Cycle-to-work scheme

  • Opportunities for development and growth

  • A dynamic and supportive work environment

About Montu

Montu UK is a leading digital health company specialising in cannabis-based medicines (CBPM). We are committed to transforming lives by improving access to safe, effective treatments and offering an exceptional standard of care. Our dynamic and supportive work environment is the perfect place for you to grow professionally while making a meaningful impact on patients' lives.

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