Job Title: Lead – Patient Feedback

Function / Department:

Patient Feedback

Reports To:

Head of Department (HOD)

Job Purpose:

Lead patient experience and involvement by encouraging the patient voice, coordinating diverse patient feedback, analyzing feedback, and driving resolutions by liaising with stakeholders.

Key Accountabilities & Responsibilities:

Service

• Interact with in-patients, out-patients, and EHC guests to ensure a pleasant experience.
• Analyze patient feedback on services and forward analysis reports with recommendations to HOD for action.
• Act as a single point of contact for all customer feedback received via any source (e.g., website, email).
• Resolve and respond to feedback, queries, or issues within stipulated timelines by liaising between complainant and respective teams.
• Ensure learning and improvements from complaints are achieved, measured, and logged.
• Develop skills to handle difficult situations and communicate effectively for positive outcomes.

Growth

• Provide timely resolutions to promote better patient experience.

Quality

• Drive formal complaints management for adverse feedback received via various platforms, including:
• Administering complaints module on Datix.
• Guiding staff on complaints process.
• Undertaking investigations and drafting high-quality responses.
• Following up on learning and improvements.
• Regular reporting to Patient Feedback Committee on qualitative and quantitative data.
• Track trends in patient experience through CSAT, NPS, and customer vs. complaints ratio.
• Keep complaint and patient experience policies updated as per organizational requirements.
• Provide data on feedback trends for governance committees and periodic reports.

Finance

• Ensure timely resolution and escalate to HODs to prevent legal or reputational risks.

People

• Train and mentor team members for their roles.
• Coordinate with L\&D for soft skills training.
• Provide appreciation reports to HR for rewards and recognition.

Innovation & Research

• Lead digital initiatives related to feedback mechanisms.

Educational Qualifications:

• Necessary: Graduate in any discipline.
• Desirable:
• Master’s in Healthcare Administration.
• Computer proficiency.

Experience Requirements:

• Necessary:
• 8–10+ years’ experience, preferably in hospital sector in customer management role.
• Desirable:
• 2–3 years’ experience in a managerial role.

Skills & Competencies:

• Strong communication and interpersonal skills.
• Analytical ability for feedback interpretation.
• Complaint resolution and service recovery expertise.
• Leadership and team mentoring capabilities.
• Familiarity with digital feedback tools and platforms.