Paul Page
Shrewsbury
Summary
Experienced Complaints and Incidents Manager with a strong background in healthcare governance, patient safety, complaints resolution, and regulatory compliance. Skilled in managing complex complaints, conducting incident investigations, leading root cause analysis, and ensuring compliance with CQC, NHS, GDPR, and healthcare quality standards. Proven ability to work collaboratively with clinical and operational teams to improve patient experience, reduce risk, and strengthen organisational learning within fast-paced healthcare environments.
Overview
12
12
years of professional experience
Work history
UK, Quality manager
Livi UK
Remote
04.2023 - 03.2026
- Lead the management of complaints and incidents across healthcare services, ensuring timely investigation and resolution.
- Conduct Root Cause Analysis (RCA) investigations into serious incidents, complaints, and patient safety concerns.
- Ensure compliance with CQC standards, NHS frameworks, GDPR, and organisational governance requirements.
- Develop and implement corrective and preventive action plans (CAPA) to reduce recurring issues and improve service quality.
- Produce detailed investigation reports, trend analysis, and governance reports for senior management.
- Collaborate with clinical and operational teams to improve patient safety and organisational learning.
- Support audit programmes and monitor compliance against internal policies and regulatory standards.
- Deliver training and guidance to staff on complaints handling, incident reporting, and governance procedures.
- Manage escalated and high-risk complaints with professionalism and sensitivity.
- Improved complaint resolution times and investigation quality across multiple services.
- Reduced repeat incidents through the implementation of targeted CAPA measures.
- Supported successful regulatory inspections and governance audits.
- Enhanced reporting processes and strengthened incident trend monitoring.
- Improved stakeholder communication and patient experience outcomes.
Quality manager
Shropdoc
Shrewsbury, Shropshire
09.2019 - 09.2022
- Worked in a forward-thinking, patient-focused role, ensuring the organisation consistently adhered to the 7 pillars of Clinical Governance.
- Led robust incident and complaint identification, investigation, and organisational learning processes to support continuous service delivery improvement.
- Conducted detailed investigations into incidents, complaints, and governance concerns, ensuring transparency, accountability, and patient-centred outcomes.
- Built and maintained effective working relationships with a wide range of stakeholders, including clinical teams, operational staff, commissioners, and external regulators.
- Supported governance partnerships with commissioners and the Care Quality Commission (CQC), ensuring compliance with regulatory standards and governance frameworks.
- Ensured robust and comprehensive governance arrangements, policies, and procedures were effectively implemented and maintained.
- Collated, analysed, and interpreted governance data to identify trends, risks, and opportunities for service improvement.
- Prepared and presented detailed governance reports and presentations for senior leadership teams, committees, and forums.
- Managed sensitive situations with empathy, professionalism, and strong communication skills across all organisational levels.
- Worked autonomously and collaboratively within multidisciplinary teams to deliver key performance indicators and organisational objectives under pressure.
- Demonstrated strong leadership and team-building capabilities, supporting continuous learning, staff development, and high team performance.
- Maintained high standards of honesty, integrity, professionalism, and accountability while delivering quality patient-focused outcomes.
- Clinical Governance
- Complaints & Incident Management
- Root Cause Analysis (RCA)
- Stakeholder Engagement
- Patient Safety & Quality Improvement
- Governance Reporting & Presentation
- Data Analysis & Trend Monitoring
- Regulatory Compliance
- Team Leadership & Development
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Communication & Relationship Building
- Empathy & Conflict Resolution
- Organisational Learning
- Continuous Improvement
- Ability to work under pressure and meet KPIs
- Strong personal integrity, drive, energy, and enthusiasm
Patient Experience Coordinator
Falck Ambulance Service
Shrewsbury, Shropshire
04.2017 - 09.2019
- Engage with Clinical Commissioning Groups (CCGs), stakeholders, and multidisciplinary teams to manage expectations and maintain high levels of patient satisfaction through effective communication and resolution management.
- Conduct thorough and robust investigations into complaints, incidents, concerns, and Serious Untoward Incidents (SUIs) in line with Duty of Candour requirements.
- Lead detailed Root Cause Analysis (RCA) investigations and implement corrective and preventive actions to improve patient safety and service quality.
- Analyse complaint and incident data to identify trends, recurring themes, and service risks, supporting continuous improvement initiatives across the organisation.
- Produce detailed reports and present trend analysis findings to the Board of Directors to support strategic decision-making and quality improvement.
- Ensure patient-centred decisions are made throughout the complaints and investigations process, focusing on transparency, lessons learned, and effective outcomes.
- Manage Datix-reported incidents, ensuring accurate documentation, timely investigation, and compliance with governance standards.
- Contribute to the development and continuous improvement of professional and corporate policies, procedures, and safeguarding practices.
- Work collaboratively with clinical and operational teams to maintain a safe environment for patients, staff, and service users.
- Support regulatory compliance with CQC standards, governance frameworks, and healthcare quality requirements.
- Improved complaint resolution processes and strengthened patient satisfaction outcomes.
- Successfully identified service trends leading to measurable quality improvements.
- Enhanced governance reporting and incident management processes through detailed analysis and reporting.
- Contributed to strengthening safeguarding and patient safety procedures across services.
Complaints Lead
NHS
Exeter, Devon
03.2016 - 03.2017
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Led the management of formal complaints across the organisation, ensuring compliance with NHS Complaint Regulations, local policies, and statutory timescales.
- Conducted thorough investigations into complex and sensitive complaints, gathering evidence, interviewing staff, and reviewing clinical and non-clinical records.
- Produced high-quality complaint response letters on behalf of senior executives, ensuring clear, empathetic, and accurate communication.
- Acted as the key point of contact for complainants, families, advocates, and external stakeholders throughout the complaints process.
- Undertook root cause analysis to identify underlying issues and opportunities for service improvement.
- Developed, monitored, and tracked Corrective and Preventive Actions (CAPA) arising from complaints, incidents, and patient feedback.
- Analysed complaints data and trends, producing reports and dashboards for senior management, quality committees, and Board-level governance meetings.
- Worked collaboratively with clinical teams, operational managers, and corporate services to ensure timely investigations and implementation of learning outcomes.
- Liaised with external bodies including the Parliamentary and Health Service Ombudsman (PHSO), NHS England, Integrated Care Boards (ICBs), and regulators where appropriate.
- Supported the management of Patient Advice and Liaison Service (PALS) concerns and escalated issues requiring formal investigation.
- Delivered training and guidance to managers and staff on complaint handling, duty of candour, investigation techniques, and best practice.
- Maintained complaint and incident management systems, ensuring accurate record keeping and regulatory compliance.
- Contributed to quality improvement initiatives, governance reviews, risk management processes, and organisational learning programmes.
- Monitored complaint performance against key performance indicators and recommended improvements to enhance patient experience and service quality.
- Prepared reports for Quality Committees, Patient Experience Groups, and Trust Boards, highlighting themes, risks, lessons learned, and assurance activities.
Complaints Manager
Falck Ambulance Service
Exeter, Devon
03.2014 - 03.2016
- Devised and implemented comprehensive complaints handling procedures for smoother operations.
- Streamlined the process of complaint logging, resulting in quicker resolution times.
- Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
- Analysed trends in customer complaints for strategic planning purposes.
- Led the management of formal complaints across the organisation, ensuring compliance with NHS Complaint Regulations, local policies, and statutory timescales.
- Conducted thorough investigations into complex and sensitive complaints, gathering evidence, interviewing staff, and reviewing clinical and non-clinical records.
- Produced high-quality complaint response letters on behalf of senior executives, ensuring clear, empathetic, and accurate communication.
- Acted as the key point of contact for complainants, families, advocates, and external stakeholders throughout the complaints process.
- Undertook root cause analysis to identify underlying issues and opportunities for service improvement.
- Developed, monitored, and tracked Corrective and Preventive Actions (CAPA) arising from complaints, incidents, and patient feedback.
- Analysed complaints data and trends, producing reports and dashboards for senior management, quality committees, and Board-level governance meetings.
- Worked collaboratively with clinical teams, operational managers, and corporate services to ensure timely investigations and implementation of learning outcomes.
- Liaised with external bodies including the Parliamentary and Health Service Ombudsman (PHSO), NHS England, Integrated Care Boards (ICBs), and regulators where appropriate.
- Supported the management of Patient Advice and Liaison Service (PALS) concerns and escalated issues requiring formal investigation.
- Delivered training and guidance to managers and staff on complaint handling, duty of candour, investigation techniques, and best practice.
- Maintained complaint and incident management systems, ensuring accurate record keeping and regulatory compliance.
- Contributed to quality improvement initiatives, governance reviews, risk management processes, and organisational learning programmes.
- Monitored complaint performance against key performance indicators and recommended improvements to enhance patient experience and service quality.
- Prepared reports for Quality Committees, Patient Experience Groups, and Trust Boards, highlighting themes, risks, lessons learned, and assurance activities.
Education
Certificate of Higher Education - Complaints handling
Bonds Solon
London 01.2018 - 01.2018
Certificate of Higher Education - Complaints investigation
Bond Solon
London 01.2018 - 01.2018
Certificate of Higher Education - Complaints report and letter writing
Bond Solon
London 01.2018 - 01.2018
Skills
Incident management and investigation
Root cause analysis
Duty of candour compliance
Clinical governance
Patient safety and quality improvement
CQC compliance and regulatory governance
Datix incident management systems
Risk assessment and management
Corrective and preventive actions
Stakeholder engagement and relationship management
CCG liaison
Multidisciplinary team collaboration
Complaint resolution and escalation handling
Governance reporting and presentation
Trend analysis and data interpretation
Safeguarding awareness and compliance
Policy and procedure development
Audit and compliance monitoring
Board-level reporting
Service improvement and organisational learning
Investigation and case management
Communication and conflict resolution
Patient-centred decision making
Report writing and documentation
Leadership and team collaboration
Continuous improvement in healthcare quality assurance
Microsoft Office Suite proficiency
Timeline
UK, Quality manager
Livi UK
04.2023 - 03.2026
Quality manager
Shropdoc
09.2019 - 09.2022
Certificate of Higher Education - Complaints handling
Bonds Solon
01.2018 - 01.2018
Certificate of Higher Education - Complaints investigation
Bond Solon
01.2018 - 01.2018
Certificate of Higher Education - Complaints report and letter writing
Bond Solon
01.2018 - 01.2018
Patient Experience Coordinator
Falck Ambulance Service
04.2017 - 09.2019
Complaints Lead
NHS
03.2016 - 03.2017
Complaints Manager
Falck Ambulance Service
03.2014 - 03.2016