Clinical Safety, Quality and Patient Experience Manager

Clinical Safety, Quality & Patient Experience Manager

Norwest Private Hospital, Bella Vista
Full time

At Norwest Private Hospital, our values guide everything we do. We believe that every patient deserves to feel safe, respected, listened to, and genuinely cared for. Our teams are united by a shared commitment to compassion, clinical excellence, integrity, and continuous improvement.

We strive to create a culture where:

• Patients and families are our partners, not simply recipients of care.
• Safety and quality are non‑negotiable, embedded into every interaction and decision.
• Staff feel empowered and supported to deliver their best work.
• Respect, kindness, empathy, and dignity shape the patient experience from admission to discharge.

These values are not just statements—they inform our behaviours, guide our actions, and connect us to our purpose: to provide exceptional patient‑centred care that builds trust and makes a lasting difference.

At Norwest Private Hospital, we are committed to delivering patient‑centred care through a team of highly skilled clinicians, compassionate nurses, allied health professionals, and dedicated support staff. Located in the dynamic Northwest corridor of Sydney and operated by Healthscope, our 277‑bed facility offers advanced surgical, medical, and obstetric services, supported by cutting‑edge technology and a fully equipped Emergency Department.

We are particularly renowned for our expertise in orthopaedics, neurosurgery, cardiac surgery, general surgery, and interventional cardiology, and we take pride in being a preferred choice for expecting mothers and growing families.

About This Role

As the Clinical Safety, Quality & Patient Experience Manager, you will play a pivotal role in ensuring that patients remain at the centre of every decision, every improvement, and every care process within our hospital. You will lead the development and implementation of robust governance and risk frameworks that support safe, high‑quality, compassionate care.

This role requires a leader who can advocate for patient needs, inspire a culture of safety, and ensure our standards consistently reflect our values. You will work closely with clinical teams, executives, and support staff to strengthen systems, uplift patient experience, and continuously improve outcomes.

Governance & Strategic Oversight – Ensuring Patient‑Centred Excellence

In this role, you will lead governance structures that uphold safe, high‑quality care and ensure the patient voice is embedded in every level of decision‑making. This includes proactively identifying risks, overseeing compliance with the National Safety and Quality Health Service (NSQHS) Standards, and fostering a culture of accountability and compassion.

Key responsibilities include:

Patient Experience Leadership

Partner with managers to respond to concerns, build trust, and champion initiatives that improve both care quality and the patient’s personal experience

Standard Committee Meetings

Lead and guide committee discussions to ensure clinical and operational standards reflect patient needs, drive improvement, and support the implementation of agreed actions.

Quality Manager support for Clinical Managers

Collaborate across departmental forums to align priorities, share insights, and improve outcomes across all patient care areas.

Policy Governance

Oversee the creation and review of policies that ensure safe, consistent, patient‑centred clinical practice.

Risk Management & Analysis – Reducing Harm, Improving Experience

This role leads an organisation‑wide approach to risk management, ensuring early identification, thorough investigation, and effective mitigation of clinical risks.

Key responsibilities include:

Incident Investigation & Reporting

Lead comprehensive investigations into clinical and operational incidents, including Serious Adverse Event Reviews, with a focus on preventing harm and improving patient experience.

Review findings, identify systemic risks, and support teams in implementing meaningful improvements.

Hospital Rounding & Spot Audits

Conduct proactive ward rounds and targeted audits to identify gaps in practice, connect with patients and staff, and ensure compliance with safety and quality standards.

Compliance & Regulatory Response – Delivering Safe, Trusted Care

The Clinical Safety, Quality & Patient Experience Manager ensures the hospital meets all accreditation and regulatory requirements, embedding learnings into practice and improving the overall patient journey.

Key responsibilities include:

• Monitoring compliance with NSQHS Standards
• Providing accurate data analysis for M&M meetings
• Coordinating timely and appropriate responses to HCCC matters
• Analysing patient feedback to develop targeted quality improvement initiatives

Qualifications & Experience

Essential Criteria:

• Current registration with AHPRA
• Tertiary qualifications in health, clinical governance, quality or risk management
• Demonstrated experience in healthcare quality and risk leadership
• Demonstrated ability to communicate with empathy and clarity, ensuring patients and families feel heard, supported, and respected.
• Strong knowledge of NSQHS Standards, accreditation and regulatory frameworks
• Advanced skills in data analysis, incident review, and stakeholder engagement

Desirable Criteria:

• Familiarity with Healthscope systems and processes.

Why Healthscope?

At Healthscope, we care about your career. You’ll be supported by strong leadership, innovative teams, and opportunities to grow and flourish. Soon to be Australia’s largest group of not for profit national hospital operator, we offer a diverse and collaborative environment where your contribution makes a real difference.

Join us and be the difference in our patients’ lives.

Applications close: 16 March 2026

To Apply: Please click on the 'Apply' button to be taken to our online application form. For any questions, please reach out to Recruitment@healthscope.com.au

More Information: Our commitment to quality and safety for our patients, staff and visitors is our highest priority. Applicants will be required to provide a current National Police check, WWCC (where applicable) and Evidence of right to work in Australia prior to appointment. Staff in patient contact roles will be required to provide proof of immunity to specified infectious diseases as a Category A Healthcare worker.