LCW UCC

Deputy Quality, Patient Safety & Experience Manager

The closing date is 27 February 2026

Job summary

The Deputy Quality, Patient Safety & Experience Manager is an important role in ensuring the quality, safety and patients experience of the organisations services are in line with its values and that the assurance for these areas is provided in line with the organisations clinical governance framework.

Travel Requirements: The postholder will be required to travel across LCW sites as necessary to carry out the requirements of the role.

Main duties of the job

The postholder will support the team to ensure we are meeting statutory and contractual requirements for:

Complaint investigations and responses

Investigations triggered by the organisations Patient Safety Incident Response Framework (PSIRF)

Freedom of Information requests

Subject Access requests

They will support the teams across the organisation by acting as a conduit for the Quality, Safety and Patient Experience team and escalating any emerging issues to the Head of Quality, Patient Safety and Experience.

They will be knowledgeable in delivering healthcare and passionate about driving the quality and governance agenda forward to promote safe care, positive patient experiences, and effective risk management. They will deputise for the Quality, Patient Safety and Experience Manager where necessary.

About us

London Central & West Unscheduled Care Collaborative is a not-for-profit Social Enterprise, now in its 30th year of providing high-quality services across a range of primary and urgent care contracts 24 hours a day, 365 days a year to 5 million patients in Northwest, North Central and North East London. We pride ourselves on delivering safe, effective, responsive, caring, and well led patient centred clinical services as recognised by our Good CQC rating in all areas of our organisation

Date posted

20 February 2026

Pay scheme

Other

Salary

£34,000 to £37,000 a year Depending on experience

Contract

Permanent

Working pattern

Full-time

Reference number

B0441-26-0006

Job locations

St. Charles Hospital

Exmoor Street

London

W10 6DZ

Job description

Job responsibilities

Role Responsibilities:

Main Duties:

The Deputy Quality, Patient Safety & Experience Manager will support the operational and organisational management of the Quality Management System (QMS), including supporting the development and implementation of the Quality, Governance and Safety strategies across all services and locations LCW delivers services

Coordinate and manage the internal assurance process for LCWs Quality Assurance Group (QAG), including ensuring that the balanced scorecard approach is maintained for each service.

Provide support to colleagues to enable them to complete contractual reports by providing data relevant to quality and safety metrics

Support the organisation with undertaking self-assessments and evidence collection in line with all compliance requirements.

Support the delivery of quality, safety and experience improvement programmes.

Support the collation of evidence (PIR) to respond to Care Quality Commission information and inspection requests.

Support the development of action plans and act as a point of coordination for the completion of action plans as they relate to the CQC and other regulatory requirements.

Support risk assessments being undertaken across the organisation.

Support risk owners to ensure the risk register is maintained and risks are reviewed in appropriate timeframes by risk owners.

Using the quality management system, Radar, ensure that responsible officers assigned to incident, complaint and PSIRF investigations are aware of the timelines and supported with the process of investigation.

Support the wider Clinical Leadership and Governance function to ensure learning shared and embedded across the organisation.

To present written and verbal reports as directed by the Head of Quality, Patient Safety and Experience in relation to clinical governance and quality assurance.

Act as a representative of LCW working with other organisations, both statutory and non-statutory.

Ensure systems in place to collate patient experience information are functioning as intended and support service managers ensure that a clear understanding of patient experience is understood for each service.

Ensure that SARs and FOI are acknowledged and responded to in line with organisational policy

Ensure that records for all quality areas are maintained within the Radar environment

Ensure that the safety alerts log is maintained and all alerts are logged, reviewed and cascaded as directed by the assigned clinician on call.

Ensure that all Healthcare professional feedback received from partner organisations are logged, assigned to a responsible officer and responded to

Ensure that all actions from meetings including but not limited to: QAG, SWARM huddles, After Action Reviews are logged and assigned to the correct individual

Other duties:

Ensure appraisals of staff directly managed are undertaken and that the appraisal process is maintained throughout the team, leading and participating in recruitment as required.

Participate in regular supervision and act as a role model for staff throughout the organisation at all levels. Attend all mandatory training and participate in annual appraisal and personal professional development.

Build skills and competencies in self and others encouraging innovative practice and providing access to supervision, mentorship and annual personal development reviews.

Provide effective leadership and management to staff which promoted high performance standards both individually and as a team, in the achievement of the LCWs objectives and priorities. LCWs success will be dependent on all managers playing an active role to make sure the existing areas of good employment practice are universally embedded within the organisation.

The postholder will be required to be a trained loggist to support LCW during an incident. The postholder will be expected to train and then attend an annual refresher course.

The postholder will be expected to shadow services once a quarter in order that they are able to see how services are delivering and understand the operating context for LCW. The postholder will be expected to shadow across the full range of services over a period of time.