Responsible for managing the Patient Experience department/section within the facility with guidance from the Patient Experience Manager in order to ensure that patients receive high quality services from the facility and also to ensure that patient services are being provided according to the approved policy and procedures.
Responsibilities:
Basic Purpose of the role Responsible for providing patients and their families with on the spot help and information and high quality customer service. Also responsible for providing customer information and feedback to the staff and management for quality purposes. Key Responsibilities of the role Key Responsibilities of the role Corresponding Key Activities performed by the role Coordinating logistics and medical care in case of emergency Solving facility problems which are related to the event of breakdowns
Coordinating with other departments in the facility to repair any local institutions if required
Coordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstances
Ensuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nurses
Providing doctors with complete information about a patient that may be helpful in treatment
Controlling of any conflict that occurs regarding the arrival of serious accident or death
Making additional rounds as necessary and solving problems in the medical wards.
Ensure the prioritization od comforts when patients are near end of life and family is grieving.
Handling patient complaints Assisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staff
Providing information on how to submit a formal complaint
Preparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior Officer
Reporting Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues Recording and tracking Ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient manner Managing patient relations Acting as a visible point of contact in order to provide information and support to the patients, their families and visitors
Attending to patient needs, requests and concerns and setting a time frame for addressing/resolving them
Maintaining confidentiality of patient information in accordance with facility policy
Following up with services provided by various wards to the in-patient
Coordinating and assisting the nursing staff and physicians to minimize patient complaints/problems
Calling patient relatives about treatment issues or other procedures
Helping patient and family to understand, accept and follow medical recommendations
Giving permission for patient escort
Ensuring the rules of visiting time are communicated to visitors
Ensuring internal relations Liaising closely with facility staff in order to build and maintain good relationships with them
Promoting communication between patients, their families and staff
Providing customer service and support Explaining facility policies and procedures for patients, families and visitors
Encouraging patients, families and visitors to provide their feedback through the facility surveys
Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate
Facility specific Responsibilities of the role Corresponding Activities performed by the role Responsibility to Management
Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.
Promoting and contributing to the overall Culture of safety.
Identifying and understanding the objectives of the department and hospital and supports Management in fulfilling these objectives.
Quality & Accuracy Demonstrate ability to prorities tasks ensuring functioning of the area.
Follow the chain of command in reporting incidents/complaints or any concerns.
Priorities workload and complete correspondence in a timely mnner.
Provides information to prospective customers and hospital staff by answing al specific inquireis regarding patients’ queries.
Promote incident, customer complint reporting to improve patient and family care.
Promote and contibute to the overall Culture of Safety.
Attitudes & Willingness Accepts additional duties, as assigned.
Performs duties and tasks as per the Hospital Code of Coduct and in line with Hospital Vision & Mission.
Maintin regualr working hours as per employee contract.
Promotes a “blame free” culture of transparency with a friendly & open working environment for all employees.
Use own initiatives and perform duties and tasks within assigned period, due dates and in the required format.
Qualifications:
Required:
Diploma in relevant field with 3 years of additional experience
Desired :
Bachelor's degree or equivalent in Business Adminsitration or relevant field OR Master Degree in Business Adminsitration or relevant field