Interact with patients and their families to address concerns or special needs that may arise during their course of treatment.
Document patient and family feedback that come in person, by the phone, web form, e-mail etc.
Maintain the patient and family feedback database.
Advise and assist patients/families understand/navigate the health system and care processes.
Actively listen to patient/family concerns and link to internal and external resources
Liase with the clinical team and administration to solve problems that patients may have.
Respond to and investigate complaints and concerns and communicate identified issues to appropriate staff.
Collect data about patient care problems, prepare reports, analyze trends, and report information to the Direct Manager.
Facilitate, promote and advocate effective communication between patients and healthcare professionals.
To resolve conflict and concerns.
Work independently, referring to and liaising with clinical and non-clinical management, to ensure patients concerns and unacceptable standards of care are resolved appropriately, ensuring corrective action is taken.
Facilitate the resolution of patient and family concerns with staff and physicians
