Patient Relations - Feedback Cell

Job Title:

Patient Relationship Executive

Function / Department:

Quality Improvement & Feedback Cell

Sub-functional Area: Patient Feedback

Reports To:

Lead Patient Feedback

Job Purpose:

Responsible for delivering unique and personalized patient experience services to enhance the stay/visit of patients at RFH, thereby improving overall patient satisfaction and Net Promoter Score (NPS).

Key Accountabilities & Responsibilities:

Customer

• Investigate patient/family complaints, concerns, and feedback related to care, quality, hospital policies, and conflict resolution across inpatient, outpatient, EMS, EHC, and homecare services.
• Ensure comfortable visits or stays through effective coordination with hospital departments.
• Take patient/relative feedback, coordinate with departments for responses, and ensure timely closure.
• Personally meet all discharge patients to build professional ties and ensure satisfaction.

Financial

• Contribute to improving patient satisfaction and NPS.

Operations (Core Areas)

A) OPD/EHC/EMS/Home Care/Home Quarantine/SHH

• Capture feedback from OPD patients and respond to adverse feedback by coordinating with concerned departments.
• Register grievances escalated by OPD staff and ensure closure.
• Meet patients on various floors to check comfort levels and facilitate services.
• Act as Comforters for distressed patients/visitors.
• Capture telephonic feedback for homecare services using structured tools and share monthly reports.
• Address grievances escalated by RFH Contact Centre and share monthly reports with the manager.
• Call patients availing home quarantine/homecare services regularly for feedback.
• Capture feedback from SHH/Trident/NSCI COVID patients and escalate grievances if any.

B) IPD

• Collect patient feedback to gauge service effectiveness.
• Prepare incident reports and forward to the manager.
• Respond to adverse feedback and record in daily reports.
• Interact with ER transfer in-patients for feedback and address concerns.
• Prepare daily feedback reports and monthly patient appreciation reports.

Educational Qualifications:

• Necessary: Graduate/MBA/MHA
• Desirable: Knowledge of multiple Indian languages

Experience Requirements:

• Necessary: 35 years experience in direct customer-facing roles
• Desirable: Customer-facing experience in a hospital setting

Skills & Competencies:

• Strong interpersonal and communication skills.
• Ability to handle complaints and resolve conflicts.
• Empathy and patient-centric approach.
• Multilingual capability preferred.
• Familiarity with structured feedback tools and reporting.