Senior Patient Experience Officer (Al Dhafra Hospitals)

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.

Handling Patient Complaints Ensuring all patient complaints or incidents in the point of service are resolved

Ensuring all unresolved complaints or incidents are reported to the complaint Officer

Providing recommendations to management in order to improve the services of the department/section

Reporting Providing regular feedback to Manager on patient and customer service issues and assisting him/her in planning any new initiatives for improvement in the department/section

Providing periodical reports to the management related to the Patient Experience department/section

Providing inputs for committees, panels and task forces as required

Managing the efficient functioning of the department

Managing the overall administration of the department/section and the services provided with the help of subordinates

Participating in the development and implementation of the patient experience programs in the facility

Supervising the daily operations within the department/section

Preparing schedule for the departmental/sectional staff

Developing and/or coordinating training to support and improve staff performance, customer service delivery and process improvement

Providing guidance and advice to the Officer as necessary

Assisting in the development and implementation of departmental/sectional work standards, policies and procedures

Monitoring and evaluating departmental/sectional activities to ensure adherence to facility policies and procedures

Providing interpretation of patient experience policy

Performing other duties as assigned

Managing patient relations Ensuring all patient needs, requests and concerns are responded to in a timely and appropriate manner

Ensuring the confidentiality of patient information is preserved in accordance with facility policy

Maintaining internal relations Liaising closely with the facility staff in order to build and maintain good relationships with them

Promoting communication between patients, their families and staff

Ensuring good customer service in the department/section

Maintaining collaborative and effective relationships with other key management personnel and keeping abreast of significant economic, social and technical trends, and regulatory guidelines, which may influence assigned functions/services and/or the facility Explaining facility polices and procedures for patients, families and visitors

Encouraging patients, families and visitors to provide their feedback through the facility surveys

Facilitating dialogue between patients, physicians, nurses, administrative managers

Encouraging patient feed-back through promoting the various means such as patient feed-back forms, complaint forms, and surveys

Collecting data and information about patient care concerns, needs and problems and making recommendations as appropriate

Contributing to the team effort Participating in cross-functional teams and committees as appropriate

Managing his/her subordinates and ensuring team development and complaint resolution, setting KPI’s for direct reports and conducting performance appraisal and driving motivation levels of direct reports

Qualification :-

4-6 years of relevant experience in a healthcare facility

N.A.

Abu Dhabi Healthcare Company (SEHA) is the largest and most comprehensive healthcare network in the UAE that was established in 2007 with the objective of operating all public hospitals and clinics across the Emirate of Abu Dhabi.

SEHA is committed to delivering world-class healthcare services using the most advanced diagnostics and systems across its network of public healthcare centers and hospitals in addition to partnering with global leaders in healthcare, including world renowned organizations such as the Mayo Clinic.

Al Dhafra hospitals is a premier medical institution located in Al Dhafra, encompassing six hospitals which are Madinat Zayed, Ghayathi, Marfa, Delma, and Liwa. In addition, the institution also includes four clinics which are Bida Mutawa, Abu Al-Abyad Clinic, Sir Bani Yas Clinic, and Al Dhafra Family Medicine Center (DFMC). Together, these hospitals and clinic provide coverage across 16 different specialties including inpatient and outpatient medical services covering different fields and specialties, including internal medicine, pediatrics, gynecology & obstetrics, general surgery, anesthesia, pharmacy services, laboratory and diagnostic radiology.