Senior Executive/ Assistant Manager- Patient Welfare Department

Context:

The key responsibility of this role is to mitigate all substances that can affect patient satisfaction.

To minimize complaints and issues related to Inpatients admitted as well as those coming to Outpatient department.

To achieve a strategy with all the operational stakeholders in an effective, timely and responsible manner.

Responsibilities:

• Capture the patient feedback: complaints /concern from all areas of the hospital (IPD, ICU & OPD).

• Meet with admitted patients (along with the Handle with care patients) daily

• Enquire about their problems / complaints and ensure their care

• Inform patients about their rights and responsibilities

• To meet with the attendants of the patients admitted in ICU. To address their queries

• Liaise with respective departments upon receiving a complaint, also report the same to HOD on a daily basis

• Customer Service improvement during hospital stay.

• Address patients` concerns.

• ICU communication with patients

• To address complaints (email, complaint form, direct VOC)

• To immediately handle intense situations in IPD/ OPD

• Oversee the redressal of grievances/complaints received from the patients in a timely and satisfactory manner

• Send reports (daily and monthly basis) via email to the Executive Leadership Team of all the issues addressed

• Keep record of the corrective actions by the concerned departments

• To coordinate with departments regarding recurring issues, meetings with concerned department

• Enhance the value of services being provided by making the patient and the attendant comfortable and familiar with the hospital

• To ensure satisfaction before their discharge

• Analyze data, prepare reports and share

• Effectively interact with service and development teams to improve service delivery and help introduce new services.