Unit Head - Patient Experience Management

To lead the hospital’s efforts in enhancing patient satisfaction, ensuring superior service delivery, and fostering a culture of empathy, responsiveness, and excellence in patient care. The Unit Head - PEM & SE is responsible for designing and implementing patient experience strategies, monitoring service quality metrics, driving continuous improvement, and ensuring that the hospital consistently delivers world-class service standards.

The Unit Head - Patient Experience Management & Service Excellence is responsible for leading initiatives that ensure every patient and family receives high-quality, compassionate, and seamless care across all touchpoints. The role combines strategic planning, operational leadership, staff training, quality improvement, and stakeholder engagement to enhance overall patient satisfaction and institutional reputation.

1. Strategic Leadership

• Develop and implement the Patient Experience and Service Excellence strategy aligned with the hospital’s vision and quality objectives.
• Set measurable goals for patient satisfaction, complaint resolution, and service quality indicators.
• Benchmark patient experience practices against hospital standards.

2. Patient Experience Management

• Oversee the patient feedback system (surveys, comment cards, digital tools, etc.) and analyze trends to identify improvement areas.
• Ensure timely and empathetic resolution of patient grievances and complaints in coordination with department heads.
• Monitor and manage Net Promoter Scores (NPS), patient satisfaction indices, and other key metrics.
• Conduct patient rounds and experience audits to assess service quality across departments.
• Drive initiatives to improve communication, empathy, and responsiveness at all patient interaction points.

3. Service Excellence & Process Improvement

• Design and implement Service Excellence Programs focusing on courtesy, communication, responsiveness, and empathy.
• Identify and streamline patient touchpoint processes to reduce waiting times and enhance service delivery.
• Lead Lean or Six Sigma initiatives related to patient experience and service efficiency.
• Collaborate with Operations, Nursing, and Medical teams to ensure service quality is consistent across the continuum of care.

4. Staff Training and Engagement

• Develop and conduct training programs on service excellence, communication, and patient handling for front-line and clinical staff.
• Create a culture of empathy and accountability by embedding service excellence values into daily operations.
• Recognize and reward teams demonstrating exemplary patient-centered behavior.

5. Communication and Stakeholder Management

• Act as the liaison between patients and hospital management, ensuring feedback is effectively translated into actionable improvements.
• Coordinate with Marketing and PR teams to communicate patient experience success stories.
• Collaborate with Quality, Operations, and HR departments for integrated service improvement initiatives.

6. Quality and Compliance

• Ensure all patient experience practices comply with regulatory and accreditation standards.
• Support internal and external audits related to patient experience and service excellence.
• Maintain accurate documentation and dashboards for management review.

7. Reporting and Analysis

• Prepare weekly/monthly/quarterly reports on patient satisfaction scores, complaints, service improvement actions, and outcomes.
• Present findings to senior leadership with recommendations for continuous improvement.

8. Innovation and Technology Integration

• Implement digital solutions for patient feedback, complaint tracking, and real-time service recovery.
• Explore use analytics to predict and enhance patient experience trends.
• Drive initiatives like Patient Concierge Services, Patient Experience Apps, or Virtual Feedback Platforms.