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 to ensure patients receive high quality services and that patient services are provided according to approved policies and procedures.

• Coordinate logistics and medical care in emergencies.
• Identify and resolve facility problems related to breakdowns.
• Coordinate with other departments to repair local facilities if required.
• Coordinate with police, civil authorities, and municipality departments regarding escalated circumstances.
• Ensure early notification of arrival of accidents through coordination between ambulance, police, doctors and nurses.
• Provide doctors with complete patient information that may aid treatment.
• Control conflicts that arise regarding the arrival of serious accidents or death.
• Make additional rounds as necessary and solve problems in the medical wards.
• Prioritize comfort for patients near end of life and support grieving families.
• Assist in resolving patient complaints and act as intermediary between patients, families and staff.
• Provide information on how to submit a formal complaint.
• Prepare reports on unresolved patient issues and submit to the relevant Manager/Senior Officer.
• Provide statistical data and reports on monthly and ad-hoc basis for management related to point of service issues.
• Ensure all patient requests and concerns are recorded and tracked using the department’s database system efficiently.
• Act as a visible point of contact to provide information and support to patients, their families and visitors.
• Attend to patient needs, requests and concerns and set a time frame for addressing/resolving them.
• Maintain confidentiality of patient information in accordance with facility policy.
• Follow up with services provided by various wards to in-patients.
• Coordinate and assist nursing staff and physicians to minimize patient complaints/problems.
• Help patients and families understand, accept and follow medical recommendations.
• Give permission for patient escort.
• Ensure visiting rules are communicated to visitors.
• Liaise closely with facility staff to build and maintain good relationships.
• Promote communication between patients, their families and staff.
• Explain facility policies and procedures for patients, families and visitors.
• Encourage feedback through facility surveys.
• Collect data and information about patient care concerns, needs and problems and make recommendations.

• Use own initiative and perform duties and tasks assigned within due dates and required format.
• Promote and contribute to the overall culture of safety.
• Identify and understand the objectives of the department and hospital and support Management in fulfilling them.
• Demonstrate ability to prioritize tasks ensuring functioning of the area.
• Follow chain of command in reporting incidents/complaints or any concerns.
• Prioritize workload and complete correspondence in a timely manner.
• Provide information to prospective customers and staff answering inquiries regarding patients’s queries.
• Promote incident and customer complaint reporting to improve patient and family care.

• Accept additional duties as assigned.
• Perform duties as per Hospital Code of Conduct and Hospital Vision & Mission.
• Maintain regular working hours as per employee contract.
• Promote a “blame free” culture of transparency with a friendly & open working environment for all employees.

• Diploma in relevant field with 3 years of additional experience.

• Bachelor’s degree or equivalent in Business Administration or relevant field OR Master’s degree in Business Administration or relevant field.