Patient Experience Officer-Sakina-Sakina for Children-AD-Patient Access Services - Abu Dhabi, United Arab Emirates - Abu Dhabi Health Services

    Abu Dhabi Health Services
    Abu Dhabi Health Services Abu Dhabi, United Arab Emirates

    1 week ago

    Description
    Description

    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.

     

    Responsibilities

    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 rounds as necessary and solving problems in the medical wards

    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

     

    Qualifications

    Qualification :- 

     Special Certificate:- 

       Required : 

    2-4 years of relevant experience 

    Desired : 

    Experience in a large Healthcare facility

     



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