The Patient Relations Specialist?s role is, to interact with and provide great service? to patients and their families, including responding to questions, investigating the? patient/ family complaints, concerns, and other feedback, providing information, and? serving as liaisons for the Aldara Hospital & Medical Center (AHMC).
Key Accountabilities:1. Quality, Safety &? Service Excellence:
Ensure AHMC vision, mission and values are followed and demonstrated at all times? and in particular when investigating cases of complaints/ problems.?
Investigate patient complaints, provide crisis intervention and mediation for complex? situations throughout the hospital. This includes but is not limited to: o Issue clarification through interviews with patients and families, medical? record review, policy, and procedure review.?
Interview with hospital staff and physicians.?
Facilitate of case conferences, consultation with the concerned? departments.?
Ensure patient/family engagement and the needs are addressed. ? Visit patients to ensure that they are comfortable and satisfied with the services? provided.??
Answer enquiries, act as a link point, and receive feedbacks from patients/families? on the services of the hospital.?
Communicate and document actions to patients, families, and staff who are involved? or will be affected by the results of the feedback.?
Prepare a daily report on the rounds carried, patients?/families? feedbacks and the? actions taken, and submits it to the department?s manager/supervisor. ? Partner with concerned departments to create investigation/reviews and action? plans around patient?s feedback.?
Maintain the Person-Centered Care approach and patients? rights and? responsibilities (e.g., confidentiality, patient/family engagement and empowerment)? when reviewing concerns, complaints and/or feedback to improve the patient? experience and the organization?s services.?
Strive to achieve resolution of complaint/ problem at the most appropriate and? prompt level within AHMC structure.??
Manage AHMC patient/family feedbacks / 4C?s Monitoring System (Datix Feedback? Module) and the patient satisfaction surveys under the direction of the Manager/? Supervisor, Patient Relations.?
Monitor and communicate trends related to reported patients? feedback. ? Analyze, identify, and underly principles, reasons, or facts of information/data. ? Participate in implementing improvements in the patient experience. ? Encouraging and building mutual trust, respect, and cooperation among team? members.?
Identify the developmental needs of the team members and coaching, mentoring, or? otherwise and help the team members to improve their knowledge or skills. ? Monitor the service ROTA of the assigned shift and the team members scheduling. ? Conduct patient?s education and assist the non-Arabic healthcare providers in? understanding patient/family feedback.?
Participate in providing the staff with educational sessions.?
Perform administrative activities.?
Comply with the rules and regulations of KSA and AHMC policies, procedures and? standards.?
Implement the accreditation requirements.?
Perform other related duties as assigned by the Administration?s Manager/? Supervisor.?
Submit periodic reports to the department Manager /Supervisor, Patient Relations. ? Cover Manager and/or Supervisor as assigned.?
Assist with the orientation of new Patient Relations employees.
2. Policies, Processes? and Procedures:
Follow all relevant Administration/ Patient Relations policies, procedures, and? controls so that work is carried out in a controlled and consistent manner. ? Promote the implementation and adherence to policies, procedures, and controls to? others within Aldara.?
Report on changes within Aldara that impact relevant policies, procedures, and? controls.
