• Interact with patients and their families to address concerns or special needs that may arise during their course of treatment.


• Document patient and family feedback that come in person, by the phone, web form, e-mail etc.


• Maintain the patient and family feedback database.


• Advise and assist patients/families understand/navigate the health system and care processes.


• Actively listen to patient/family concerns and link to internal and external resources


• Liase with the clinical team and administration to solve problems that patients may have.


• Respond to and investigate complaints and concerns and communicate identified issues to appropriate staff.


• Collect data about patient care problems, prepare reports, analyze trends, and report information to the Direct Manager.


• Facilitate, promote and advocate effective communication between patients and healthcare professionals.


• To resolve conflict and concerns.


• Work independently, referring to and liaising with clinical and non-clinical management, to ensure patients concerns and unacceptable standards of care are resolved appropriately, ensuring corrective action is taken.


• Facilitate the resolution of patient and family concerns with staff and physicians

Job Details

Preferred Candidate