Patient Experience Officer

Educational Qualification/s -

Experience / Knowledge -

Job Duties & Responsibilities:

• Greets visitors and patients and determines their needs.
• Answers questions and gives required and relevant information directly to the person or on the telephone.
• Makes future reservations for patients.
• Maintains and prepares files, records and reports.
• Enters data into the computer.
• Handles grievances. (Patient history, report related, etc.)
• Arranges for escort of patient to room or ward station.
• Co-ordinates with other departments (Billing, H/K, OPD, Pathology, Radiology)
• Ensure that the patient is aware of all the facilities/services available in the hospital and patient's room.
• Address concerns regarding Room service facilities as well as Cafeteria for attendants.
• Address concerns regarding Information on Laundry facilities if required.

Developing a patient Satisfaction Index

• Entering the negative and positive feedbacks received from patients/ attendant in the excel sheet/IT system.
• Linking each feedback with concerned department & further categorizing according to the nature of feedback.
• Documenting issues identified during the day and sharing the same with concerned HOD
• Mailing feedbacks to concerned departments
• If a complaint is valid, service recovery is undertaken as per the requirement/approval (for e.g. free meal, FD meeting with the patient etc.)
• Ensure reply from the concerned department to the feedback received through mail.
• Compiling feedback responses received at the end of the month and analyzing it to determine the trends in the service level as well as to monitor specific areas of various departments.
• Meeting with the CEO and HODs to discuss the feedback received on daily bases
• Meeting with the HODs and FD to review the analysis of the feedback received during the month

Celebrating Patients birthday

• Get the list of patients birthday and anniversaries from the IT system and word of mouth.
• Arrange fruits basket/cake/ smiley ball and celebrate their birthday /anniversaries with their relative and attendants.
• Taking photographs of the patient and their family and Track them in an excel sheet.
• The photographs are then send to the patient’s /attendant’s personal email ID with a message of good health and speedy recovery of the patient.