Quality and Patient Safety Lead

We have a fantastic opportunity for a Quality and Patient Safety Lead to join our team; this role will be remote with regular site visits across your allocated region - Midlands and North. Reporting directly to the Head of Quality and Compliance, the Quality and Patient Safety Lead is responsible for leading and embedding a robust quality governance framework across EMED Group. The role ensures high standards of patient safety, regulatory compliance, and continuous service improvement across a geographically dispersed, operationally complex environment. The post holder will oversee incidents, complaints, safeguarding, and risk processes specific to patient transport, ensuring effective investigation, learning, and system-wide improvement. They will act as a key link between operations, commissioners, and regulators, ensuring EMED delivers safe, responsive, and patient-centred transport services. Benefits for the role include Annual salary circa £47,000 Remote £5,100 annual car allowance. 33 days annual leave (inclusive of bank holidays). Life Assurance – providing colleagues and their family financial peace of mind and protection to the value of £5,000. 24/7 online/telephone GP Consultation and access to prescriptions. 2nd opinion medical support following diagnosis or where a colleague is on a treatment pathway. Cash-plan benefits, providing colleagues the option of protecting themselves in case of illness and recuperation, including dental, optical, chiropody. Access to mental health and physiotherapy consultations. Access to legal advice on domestic issues e.g. motoring offences, wills and probate, and personal injury. Financial guidance re retirement planning, tax savings and state benefits. Long Service Recognition Scheme – recognising colleagues for their continued service after 5 years and at 5-year intervals with an increase in annual leave. Values-based Internal Recognition Scheme with financial reward, which will lead to an annual recognition event. Blue Light Card. Flu vaccination (through an internal campaign in Autumn/Winter). Role Responsibilities Provide leadership and oversight of patient transport incidents (including delays, missed journeys, clinical deterioration in transit, manual handling events). Provide leadership and oversight of Safeguarding concerns arising during transport activity. Provide leadership and oversight of complaints and concerns related to patient experience and service delivery. Oversee internal and external reporting requirements across EMED group, including patient safety collaboratives (PSC), ICB reporting systems (e.g. CRM, STEIS where applicable), Contractual KPIs and quality schedules. Ensure accurate reporting of harm and incident trends, complaints performance and safeguarding activity. Act as the quality lead interface with: Integrated Care Boards (ICBs), NHS Trusts (acute, community, mental health), CQC Relationship Managers alongside Registered Managers and Key Patient focused groups. Manage and maintain professional credibility, particularly in relation to delayed discharges, missed transport impacting clinical pathways, Complex and high-profile complaints. Lead complex investigations relating to patient harm linked to delays or missed journeys, manual handling, equipment failures deteriorating patients during transport and eligibility and risk assessment failures. Embed structured quality/clinical governance with operational teams across all sites. Lead development of quality facilitators & operational teams within NEPTS. Develop and maintain policies. Provide final sign-off on complaint responses, ensuring high-quality communication, clear accountability and evidence of learning and resolution. Do you have what it takes? Significant experience in healthcare quality, ideally within, patient transport, urgent care and community services. Strong understanding of risks specific to NEPTS, including, patient mobility, manual handling, transport delays and system flow. Experience working with ICBs, NHS providers, CQC inspections and regulatory frameworks, VCSE and patient groups. Proven track record of leading complex investigations with complex data analysis and report generation. Experience of managing complaints and safeguarding processes. Ability to engage operational teams and influence service delivery. Coaching and mentoring skills. Quality improvement/transformation skills. Strong team player able to motivate and lead teams. Excellent communication and organisational skills. Strong sense of self direction and motivation – significant volume of independent work. Desirable Skills Knowledge of safeguarding. Knowledge of PSIRF / LFPSE. Use of Radar software. Our Values Collaborative – We work as one team with a shared purpose to meet the needs of our patients, passengers, colleagues, customers, communities, and the planet. Agile – We listen, learn and adapt to improve the business, each other, and ourselves. Reliable – We do what we say we will do, we take responsibility and we behave with integrity. Empowered – We are confident and committed to taking responsibility to deliver the highest quality service. About Us EMED Group is an established healthcare logistics provider that enables access to health and social care through our four specialist divisions. We are one of the largest health and care partners to the NHS with 4,000 colleagues across over 60 bases UK-wide. EMED Group is committed to pro-actively improving the wellbeing of our communities by providing access to vital health and social care services across the UK.