Head of Quality and Patient Experience

The Head of Quality and Patient Experience is responsible for leading and embedding a culture of clinical quality, patient safety, and service excellence. This role involves driving quality improvement initiatives, ensuring compliance with healthcare standards, optimizing patient experience, and fostering collaboration across multi-disciplinary teams. 
Main Responsibilities

1. Strategic Leadership

• Develop and implement a comprehensive quality and service excellence strategy aligned with organizational goals.
• Champion a patient-centered approach in all clinical operations and services.

1. Quality and Compliance Oversight

• Ensure compliance with national and international healthcare regulations and accreditation standards (e.g., JCI, ISO 15189).
• Lead internal and external audits to maintain and enhance clinical quality standards.
• Oversee the implementation of clinical governance frameworks to manage risk and improve patient outcomes.

1. Patient Safety and Risk Management

• Monitor and enhance patient safety programs, including incident reporting, root cause analysis, and corrective action plans.
• Develop and oversee strategies to mitigate risks across clinical operations.

1. Service Excellence

• Design and implement initiatives to improve the patient experience and satisfaction.
• Establish feedback mechanisms to gather patient and staff input for continuous improvement.
• Monitor and analyze service delivery metrics to ensure excellence in clinical services.

1. Process Optimization and Innovation

• Identify inefficiencies and optimize clinical workflows to enhance quality and productivity.

1. Training and Development

• Develop training programs to ensure all staff understand and adhere to quality standards and service excellence principles.
• Promote a culture of continuous professional development across clinical and non-clinical teams.

1. Communication and Stakeholder Engagement

• Collaborate with internal stakeholders, including medical staff, administrative teams, and leadership, to align quality initiatives.
• Act as a liaison with regulatory bodies, accreditation agencies, and external auditors.

1. Performance Monitoring and Reporting

• Establish key performance indicators (KPIs) for quality and service excellence.
• Prepare regular reports on clinical quality, patient safety, and service performance for senior management and regulatory bodies.

Minimum Requirements

• Bachelor’s degree in Business Administration, Quality Management, or a related field; Master’s degree is an advantage
• 3–5 years of relevant experience
• Knowledge of clinical governance and patient safety
• Strong analytical and problem-solving skills
• Demonstrated patient-centered approach