Patient Experience Officer-Sakina-Sakina for Children-AD-Patient Access Services (Sec)

OverviewResponsible 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.ResponsibilitiesCoordinating logistics and medical care in case of emergencySolving facility problems which are related to the event of breakdownsCoordinating with other departments in the facility to repair any local institutions if requiredCoordinating as necessary with police, civil deviancy, municipality departments regarding escalated circumstancesEnsuring early notification of the arrival of accidents through coordination between ambulance, police, doctors and nursesProviding doctors with complete information about a patient that may be helpful in treatmentControlling of any conflict that occurs regarding the arrival of serious accident or deathMaking rounds as necessary and solving problems in the medical wardsHandling patient complaintsAssisting in resolving conflicts within the point of service and acting as an intermediary between patients, families and staffProviding information on how to submit a formal complaintPreparing report on patient issues and concerns which were left unresolved and submitting same to the relevant Manager/Senior OfficerReporting: Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issuesRecording and tracking: Ensuring all patient requests and concerns are recorded and tracked using department’s database system in efficient mannerManaging patient relations Acting as a visible point of contact in order to provide information and support to the patients, their families and visitorsAttending to patient needs, requests and concerns and setting a time frame for addressing/resolving themMaintaining confidentiality of patient information in accordance with facility policyFollowing up with services provided by various wards to the in-patientCoordinating and assisting the nursing staff and physicians to minimize patient complaints/problemsCalling patient relatives about treatment issues or other proceduresHelping patient and family to understand, accept and follow medical recommendationsGiving permission for patient escortEnsuring the rules of visiting time are communicated to visitorsEnsuring internal relations: Liaising closely with facility staff in order to build and maintain good relationships with themPromoting communication between patients, their families and staffProviding customer service and supportExplaining facility policies and procedures for patients, families and visitorsEncouraging patients, families and visitors to provide their feedback through the facility surveysCollecting data and information about patient care concerns, needs and problems and making recommendations as appropriateQualificationsQualification :-Special Certificate:-Required: 2-4 years of relevant experienceDesired: Experience in a large Healthcare facility#J-18808-Ljbffr