Head of Patient Relations

Head of Patient Relations

Working hours 37.5 per week, Monday – Friday

Fixed Term Contract, 12 months

Hybrid role

At HCA Healthcare UK, the experience of every patient and their family matters. As our Head of Patient Relations and Complaints, you’ll take on a visible and influential leadership role, shaping how we listen, respond and improve. You’ll bring compassion and clarity to complex situations, ensuring concerns are handled with care, fairness and professionalism. In doing so, you’ll help strengthen trust and continuously improve the care we provide.

Working as part of our Corporate Quality and Governance team, you’ll lead the development of a consistent, high-quality approach to complaints management across HCA UK. You’ll work closely with clinical and operational leaders, supporting them to resolve issues effectively while identifying opportunities to improve services and patient experience at scale.

What you’ll do

• Lead and manage a corporate caseload of complex patient complaints and enquiries
• Partner with divisional teams to strengthen complaints handling and resolution practices
• Develop and embed robust systems and processes aligned to ISCAS and regulatory standards
• Identify trends, themes and opportunities for improvement to enhance patient experience
• Build strong relationships with stakeholders, supporting open communication and effective resolution

What we’re looking for

• Experience leading patient complaints within a hospital or healthcare setting
• A strong background in patient relations, customer service and resolving complex concerns
• Knowledge of complaints frameworks such as ISCAS or NHS and PHSO guidance
• Understanding of healthcare governance and the CQC regulatory framework
• Proven ability to influence, lead and support teams, with prior line management experience desirable

About HCA Healthcare UK

HCA Healthcare UK is part of the world’s largest private healthcare group. We provide award winning primary, acute and complex care across our hospitals, outpatient centres and NHS partnerships. From straightforward procedures to highly specialised treatments, our focus is always on delivering safe, high-quality care and a positive patient experience.

Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in the Corporate Quality and Governance team, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives on a daily basis.

If you’re ready to bring your experience, empathy and leadership to a role where you can shape how we respond to patients and continuously improve care, we’d love to hear from you.