Senior / Assistant Manager, Feedback Tier 1 (Office of Patient Experience)

Senior / Assistant Manager, Feedback Tier 1 (Office of Patient Experience)

The Assistant Manager receives, documents and responds to all feedback received by SGH. This includes providing the appropriate hospital responses and providing them in a timely manner and according to ISO procedure. To be effective, the position requires a high degree of patience when handling patients who may be in a high emotional state. As an SGH ambassador, you will need to be able to converse confidently with patients and family to exude a caring attitude of a professional healthcare worker.

The job includes but is not limited to:

• Receive, manage and respond to verbal and/or written complaints according to Department's standards
• Interpret information provided by patients, relatives and staff
• Investigate root cause of patients' complaints
• Co‑ordinate with hospital departments in carrying out service recovery actions
• Document all follow-up...