Quality Systems – Specialist Patient Experience | Life Healthcare

A vacancy exists for a Quality Systems Specialist – Patient Experience, based at Life Healthcare Head Office in Dunkeld reporting to the National Quality Manager. The successful candidate will be responsible for the oversight of all aspects related to patient experience and adverse events within Life Healthcare.

Critical Outputs

Manage and define the entire customer relationship management system

Realign and look at the customer relationship management system to ensure that:

• processes are streamlined and efficient
• the communication platforms with patients are appropriate and up to date

Responsible for the patient incident management system

• Realigned and relook at the incident management system as required from time to time
• Review and align the categorization of incidents based on local and international definitions as required from time to time 

Monitoring of patient processes and outcomes

• Review all patient related data and identify trends related to:
• Patient complaints
• Patient incidents
• Patient outcome 

Continuous Improvement of patient experience  

• Work closely with their colleagues within the Quality Department and Clinical functions to identify areas for improvement and develop improvement strategies

Develop, manage and update all relevant work procedures and patient information

• Development of new work procedures, reviewing and updating existing work procedures related to incident management, compliments and complaints management and all aspects related to patient experience.

Training and support

Support Quality Managers and Cross Functional Departments with:

• Training related to Incident Management System and Customer Relationship Management System i.e patient adverse events, compliments and complaints processes
• Any training related to patient experience documents or processes including the Life Healthcare CARE programme

Requirements

• A Tertiary Qualification (Nursing or Health Sciences)
• Background in patient/customer experience management in a healthcare setting
• Experience with customer relationship management, complaints and adverse event management
• Track record of improving patient/customer experience
• At least 5-8 years’ experience would be required
• Proficient in Microsoft Office (Excel, Powerpoint and Word)

Competencies

• Problem-solving, analysis and judgement
• Action Orientation
• Ethical behaviour
• Networking
• Excellence orientation
• Ethical behaviour
• Building relationships
• Customer responsiveness
• Organizational awareness
• Leading by example
• Motivating and developing people

Closing date

Sunday, January 18, 2026