Patient Experience Officer

Sheikh Shakhbout Medical City

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.

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

Providing statistical data and/or reporting on monthly and adhoc basis for management related to point of service issues

Ensuring all patient requests and concerns are recorded and tracked using department s database system in efficient manner

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

Liaising closely with facility staff in order to build and maintain good relationships with them

Promoting communication between patients, their families and staff

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