Officer, Patient Liaison

Responsibilities

• To resolve grievances in a timely manner and in accordance to Grievance Mechanism.
• To improve the service delivery to all patients and visitors of the hospital.
• To assist HOD the investigation and response to incidences of grievances and service related complaints.
• To pay courtesy visit to patients in the Wards/Outpatient Clinics regularly to touch base and to gather compliments / feedbacks / complaints from the patients.
• To investigate and liaise with the respective hospital employees, management team and medical practitioners in resolving the grievance.
• To perform the necessary analysis such as root cause analysis to evaluate and analyse the cause of the grievance.
• To generate a reporting mechanism to track, analyse and monitor grievances and/or complaints.
• To participate in all committees and subcommittees related to patient grievances and good customer care.
• To brief and dis...