Senior Patient Officer-Sakina-ADBS-Patient Access Services

Job Description

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.

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.

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 additional rounds as necessary and solving problems in the medical wards.
• Ensure the prioritization od comforts when patients are near end of life and family is grieving.

• 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

• 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

Using own initiatives and perform duties and tasks assigned period, due dates and in the required format.
Promoting and contributing to the overall Culture of safety.
Identifying and understanding the objectives of the department and hospital and supports Management in fulfilling these objectives.

• Demonstrate ability to prorities tasks ensuring functioning of the area.
• Fol…