Manager, Patients Relations Service / St Andrew's Community Hospital

Job Summary To plan, develop and implement the organizational strategy and framework for patients’ relations and positive experience in the patients' journey of care in St Andrew’s Community Hospital. To oversee and be responsible for the communications and patients’ relations matters of St. Andrew's Community Hospital, through befriending and building a strong rapport with the patients and their family. To collaborate with HODs and line staff to operationalize the patients experience strategy. To provide expertise and resources in educating the Head of Departments and line staff in the philosophy and techniques of patients experience improvement. To set benchmarks/targets for evaluating the effectiveness of the patients’ relations services and programmes for the purpose of continuous improvement. Principal Responsibilities 1) Patients Relations Engagements To establish contact with patients and their family (next-of-kin or spokesperson or designated caregiver) at the point of referral (hospital tour) or upon admission to the wards. To be the point person of the hospital for the patients and their family. To implement workflow to ensure a positive experience at every touch point with patients and their family. To identify caregivers stress and discern sensitive issues and offer counsel/suggestions to solve the problem or to handle the situation. In any crisis situation, to advise and support the Head of Department and the staff on the appropriate approach and action to be taken to diffuse anger and tension, while relating to the patient and his/her family to offer empathy and counselling, where necessary, to calm the situation. Offer practical solutions and support to the patient and the family where caregiver stress has been identified. Identify and assist/support staff and Head of Departments who are struggling with patients’ relations and communication issues. To supervise, train and mentor the team of Ward Ambassadors who are part of the Patients Relations Team. To review and assist in handling feedback and complaints received through the Patients Feedback Form with appropriate (verbal/written) responses. 2) Patients Experience Programmes To work with Corporate Communications, Pastoral Care Services and Nursing in organizing patients’ engagement events. To develop programmes and events to promote patients’ engagement and improve patients experience. 3) Family/Caregivers Engagement To proactively identify caregivers stress and engage caregivers in conversations for the purpose of offering empathy and support, solutions and resources that will enable them to cope better. To collaborate with external agencies like Caregivers Alliance in supporting the caregivers and post discharge follow up. To participate in ward processes relevant to patients’ relations and experience. Secondary Responsibilities To provide training in dementia care to staff as well as to caregivers. To carry out duties and responsibilities that may be assigned from time to time. Job Requirements Diploma/Degree or training in public relations, communications and counselling. Preferably has relevant working experience in hospitality or public relations or caregiver support and counselling. Minimum 5 years relevant experience in a managerial role. Is independent, dependable, self-motivated, creative, warm, outgoing and has good interpersonal relationship skills. Is strong in public relations and client experience or in areas of support and counselling. Has good organisational ability, is resourceful and is able to carry out positive communications and rapport building to enhance patients' experience of the hospital services. Is mature in disposition, to be able to cope with changes and demanding situation. Is able to discern sensitive issues and offer reasonable guidance/suggestions to solve the problem or handle the situation. Is resilient, calm and exercises sound judgement to overcome a crisis situation and prevent/minimise any negative impact on the organisation's image and staff morale. Work Location St Andrew's Community Hospital / 8 Simei Street 3, Singapore 529895#J-18808-Ljbffr