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: careers@bupa.com
Time Type:
Full timeJob Area:
Clinical ServicesLocations:
Cromwell Hospital LondonAt Cromwell Hospital, we have a great team of determined and loyal health care professionals. We’re continually investing in the world’s most advanced diagnostic and treatment technologies. That's why patients choose to come to us from across the UK, and more than 100 other countries around the world.
Bupa’s purpose is helping people live longer, healthier, happier lives and making a better world. We do this by providing a broad range of healthcare services, support and advice to people throughout their lives. People are at the heart of everything we do. Together, we make health happen.
Every company needs an ethos, and we're no different. Through good days and challeging times, we always work with our values in mind. These are: Brave - Make new possibilities happen. Caring - Act with empathy and respect. Responsible - Own your decisions and actions.
We don't have shareholders at Bupa, which means we're free to invest our profits where they matter: our patients, our facilities, our research, and you.
As a healthcare provider, we have a duty to do the right thing. By our customers, our people and our partners. The Bupa Code holds us to this duty. It's our promise to protect, care for, and build trust with everyone who relies on us.
Here you’ll be welcomed. We champion diversity and we understand the importance of our people representing the communities and customers we serve.
You’ll find an inclusive environment where you can be yourself and where everyone is driven by the same purpose – helping people live longer, healthier, happier lives and making a better world.Free
to be you.
Back in September 2018, we made a pledge. That we'd do whatever we could to make Bupa a diverse, kind and inclusive place to work.
Everyone deserves a positive working environment. Everyone deserves to have their voice heard. Everyone deserves freedom from bullying, harassment and discrimination.
Think working as a GP at Bupa means you'll have to give up NHS work? Think again. Laura recently joined our team and talks to us about how she's been able to use what she's learnt at Bupa for the benefit of all her patients.
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