Clinical Effectiveness and Complaints Manager

Job Description:

Clinical Effectiveness and Complaints Manager

Cromwell Hospital, Kensington, SW5 0TU (5 mins walk from Earls Court underground or 7 mins walk from Gloucester Road underground.)

Permanent (Full Time)

Circa. £60,000pa + Fantastic Benefits

How you’ll help us make health happen

Reporting to the Head of Clinical Governance, the Clinical Effectiveness & Complaints Manager plays a central role in helping us deliver world‑class, person‑centred care.

A visible and approachable leader, you will oversee the hospital’s Clinical Effectiveness Programme, ensuring robust clinical audit, evidence‑based practice, and continuous improvement. Alongside this, you will lead the complaints management framework — ensuring patients, carers, and families receive timely, compassionate, and high‑quality responses that lead to tangible service improvements.

As a key member of the Patient & Carer Experience and Engagement Leadership Team, you will ensure that clinical effectiveness, governance processes, and complaints procedures are aligned, accessible, and used to drive meaningful learning and change across Cromwell Hospital and its diagnostic centres.

Key Responsibilities:

• Lead the development, delivery and monitoring of the Clinical Effectiveness and Quality Assurance Programme.

• Oversee clinical audits, benchmarking, and evidence‑based practice initiatives aligned to national standards and local priorities.

• Produce high‑quality reports to support governance, learning and improvement.

• Case manage complex complaints sensitively, ensuring timely resolution using root cause analysis and PSIRF methodology.

• Maintain compliance with legislation, contractual requirements and ISCAS standards.

• Coach and support managers in investigating and responding to complaints.

• Monitor completion of improvement actions arising from complaints and concerns.

• Build programmes of staff training to improve confidence and capability in complaint handling.

• Actively engage with ISCAS and relevant external advocacy groups.

• Undertake thematic analysis of complaints, concerns and compliments to inform quality improvement.

• Collaborate across governance, quality, and clinical teams to embed learning and drive continuous improvement.

• Monitor clinical policy compliance and support corrective actions where needed.

Key Skills / Qualifications:

Essential

• Significant experience managing complaints in a healthcare environment.

• Strong conflict resolution and de‑escalation skills.

• Excellent communication and stakeholder engagement ability.

• Experience using risk management systems (e.g. RLDatix).

• Competent in MS Office and analytical platforms such as Power BI.

• Strong data interpretation and report‑writing skills.

Desirable

• Clinical or operational healthcare leadership experience.

• Clinical or healthcare‑related qualification.

• Degree‑level or higher academic study.

Why Bupa?

We’re a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose – helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our people to “Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That’s why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We’ll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: [email protected]

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