Senior Manager/DGM - Service Excellence - Guest Relations Hospital

MBA / MHA

Experience 12 to 15 years

Exposure in JCI

Candidate maybe from any 5 Star Property into Guest Relations Female preferred or Hospital Advantage

Key Responsibilities:

Service Excellence Strategy Development and Implementation:

- Customer-Centric Culture: Foster a culture of service excellence across the hospital. Promote an ethos where patient satisfaction, safety, and care quality are at the core of every employee's role, from clinical staff to administrative teams.

- Setting Service Standards: Establish and define clear service excellence standards for patient care, communication, environment, and staff behaviour. Ensure these standards are consistent across all hospital departments.

- Benchmarking and Best Practices: Identify best practices in service excellence from other hospitals and industries, adapting them to the hospital's context. Stay up to date with emerging trends in healthcare service excellence and integrate innovative approaches to improve patient care.

Patient Experience and Satisfaction:

- Patient Journey Mapping: Analyze the patient journey from admission to discharge, identifying key touchpoints that affect the patient experience. Work to optimize each of these touchpoints to ensure a smooth, supportive, and pleasant experience for patients.

- Patient Feedback Management: Oversee the collection of patient feedback through surveys, interviews, focus groups, and digital platforms. Regularly assess patient satisfaction levels and identify areas for improvement.

- Complaint Management and Resolution: Develop and implement a system for managing patient complaints, ensuring that issues are addressed promptly and effectively. Analyze root causes of complaints and implement corrective actions to prevent recurrence.

- Personalized Care: Ensure that staff members are trained to offer personalized care tailored to each patient's needs, whether it's addressing their physical, emotional, or psychological concerns. Advocate for the importance of empathy, respect, and clear communication in patient interactions.

Staff Training, Development, and Engagement:

- Service Excellence Training Programs: Develop and implement comprehensive training programs for all hospital staff, emphasizing patient-centric care, communication skills, empathy, problem-solving, and conflict resolution. Include training on the hospital's service standards, codes of conduct, and ethical expectations.

- Leadership Development: Train and mentor department heads, managers, and supervisors in service excellence practices, empowering them to become champions of service quality within their teams.

- Employee Engagement: Create initiatives and programs to engage and motivate hospital staff around service excellence goals. Foster an environment where staff feel empowered, supported, and accountable for the quality of service they provide to patients.

Quality Improvement and Performance Monitoring:

- Performance Metrics and KPIs: Establish key performance indicators (KPIs) for service excellence, such as patient satisfaction scores, Net Promoter Score (NPS), patient safety metrics, and staff responsiveness. Regularly track and report on these metrics to senior leadership.

- Continuous Improvement Programs: Lead continuous quality improvement (CQI) initiatives, promoting a proactive approach to identifying and resolving service- related issues. Oversee projects aimed at improving efficiency, patient safety, and overall service quality.

- Root Cause Analysis: Analyze the root causes of any service failures or poor patient experiences. Work cross-functionally with clinical and operational teams to design and implement corrective action plans.

- Clinical and Operational Integration: Collaborate with clinical and operational leaders to ensure service excellence is integrated into both clinical care and administrative processes, ensuring a holistic approach to patient care.

Patient Safety and Compliance:

- Safety Standards Compliance: Ensure that all hospital staff are trained on and adhere to patient safety standards and best practices. Work closely with clinical teams to develop protocols for preventing patient harm and improving safety across departments.

- Regulatory Compliance: Ensure compliance with national and international healthcare service excellence standards and regulations, such as those outlined by JCI (Joint Commission International), or other relevant accrediting bodies.

- Accreditation and Certification: Oversee the hospital's accreditation process related to service quality and patient safety. Lead efforts to obtain and maintain certifications for service excellence in specific areas of care.

- Safety Culture Advocacy: Promote a culture of safety where staff feel empowered to report safety concerns, near-misses, or unsafe practices, without fear of reprisal.

- Establish transparent systems for addressing and acting upon these concerns.

Cross-Departmental Collaboration:

- Departmental Integration: Collaborate with clinical, administrative, and operational departments to ensure that service excellence is consistently applied throughout the hospital. Work with leadership teams across various departments to ensure that patient experience objectives are aligned with operational goals.

- Communication Channels: Establish clear communication channels between departments to ensure the seamless exchange of information regarding patient care, service improvements, and feedback. Facilitate regular cross-departmental meetings and forums focused on service excellence.

- Interdisciplinary Teamwork: Promote interdisciplinary collaboration and teamwork to enhance patient care. Ensure that clinical staff, administrative teams, and support staff work together effectively to provide a coordinated, holistic care experience for patients.

- External Partnerships: Build relationships with external partners, such as insurance providers, community organizations, and service providers, to enhance the hospital's reputation for service excellence and patient-centered care.

Budget Management and Resource Allocation:

- Budget Development: Develop and manage the annual budget for the Service

- Excellence department. Ensure that resources are allocated effectively to meet service excellence goals, such as staff training, patient experience enhancements, and service improvement projects.

- Resource Allocation: Ensure that the appropriate resources are available to meet service excellence goals, including funding for training programs, patient experience technologies, and service improvement initiatives.

- Cost Optimization: Identify opportunities for optimizing costs while maintaining high standards of service. Ensure that service excellence efforts are cost-effective and align with the hospital's financial goals.

Leadership and Stakeholder Management:

- Leadership Reporting: Regularly report to senior management and the board on the progress of service excellence initiatives, patient satisfaction outcomes, and service quality improvements. Provide actionable insights and strategic recommendations.

- Executive Leadership Collaboration: Work closely with the Chief Executive Officer (CEO), Chief Operating Officer (COO), Chief Medical Officer (CMO), and other senior leaders to ensure that service excellence is a top priority across all hospital functions.

- Stakeholder Communication: Communicate effectively with both internal and external stakeholders about service excellence initiatives, patient experience improvements, and outcomes. Build trust and transparency with patients, families, and