Deputy Manager - IP Services

The Deputy Manager Patient Relations is responsible for overseeing patient experience initiatives, ensuring effective grievance handling, and coordinating with various departments to deliver high-quality patient care services. The role involves managing Patient Relations Executives, monitoring patient satisfaction levels, implementing service excellence standards, and driving continuous improvement in patient experience across the hospital.

Key Responsibilities:

• Lead and supervise the Patient Relations team to ensure exceptional patient service delivery.
• Monitor patient satisfaction scores and implement initiatives to enhance patient experience.
• Review and resolve patient complaints, grievances, and service-related issues in a timely manner.
• Coordinate with medical, nursing, housekeeping, dietary, maintenance, and support departments for prompt issue resolution.
• Ensure smooth admission, transfer, and discharge processes for patients.
• Conduct regular patient rounds and interact with patients and attendants to identify service gaps.
• Analyze patient feedback and prepare action plans for service improvement.
• Develop and implement patient engagement and service recovery strategies.
• Monitor departmental KPIs and ensure compliance with hospital quality standards.
• Prepare daily, weekly, and monthly reports on patient satisfaction, complaints, and service metrics.
• Train and mentor Patient Relations Executives on communication, customer service, and complaint management.
• Collaborate with Quality and Accreditation teams for NABH and other compliance requirements.
• Participate in audits, quality improvement projects, and patient safety initiatives.
• Ensure proper documentation and maintenance of patient feedback records.