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Develop and implement the patient experience strategy in alignment with the group’s clinical and operational vision.
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Oversee patient experience programs across the facility and clinics (where applicable), ensuring consistency and excellence in service delivery.
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Analyze patient satisfaction data, feedback, and complaints to identify opportunities for improvement.
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Collaborate with Front Office team members to ensure complaints are closed within the established timeline and that the complaint tracker is updated and followed up appropriately.
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Provide guidance and training on managing and documenting complaints.
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Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.
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Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.
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Drive service recovery efforts and resolve complex patient grievances.
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Collaborate with department heads to improve care coordination and patient journey mapping.
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Conduct regular training and development programs to instill a patient-centered culture.
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Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).
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Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.
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Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey.
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Develop and implement service excellence initiatives.
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Conduct facility rounds and highlight observations that negatively impact the patient experience.
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Lead cross-functional projects to streamline patient flow and reduce wait times.
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Oversee the complaint management team member and coordinate with the Front Office Manager to ensure timely closure, follow-up, and proper documentation.
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Ensure patient interviews are conducted and findings are documented for future improvements.
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Oversee support service team members and outsourced personnel working in Housekeeping, Valet Parking, Food & Beverage, Laundry, Attendant Services, and Security (where applicable).
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Monitor and manage service contracts (F&B, cleaning, laundry, valet, security, waste management).
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Supervise daily operations of all support service departments.
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Develop and implement operational policies and procedures.
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Ensure services comply with healthcare regulations, infection control standards, and accreditation requirements (e.g., Joint Commission, OSHA).
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Conduct regular audits and inspections (e.g., cleanliness, food safety, maintenance).
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Address non-compliance issues and implement corrective actions.
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Collaborate with nursing and clinical teams to respond to service-related patient needs (e.g., room readiness, food delivery).
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Monitor spending and identify cost-saving opportunities without compromising service quality.
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Coordinate emergency preparedness and disaster response planning related to support operations.
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Report regularly on key performance indicators (KPIs) related to patient experience and support services.
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Engage with facilities team members to create awareness of the Patient Experience Program and its goals.
