Scope of Work & Responsibilities
1. Patient Interaction & Regular Rounds
· Conduct regular rounds in all wards, ICUs, OPDs, and patient care areas during duty hours.
· Personally interact with patients and relatives to understand concerns, expectations, and service experience.
· Provide guidance regarding hospital procedures, facilities, and services.
· Ensure visible and proactive PR presence, especially during peak patient interaction hours.
2. Patient Feedback Collection
· Collect patient feedback through direct interaction, feedback forms, and follow-up communication.
· Document feedback systematically and categorize it department-wise.
· Identify trends, recurring issues, and areas requiring improvement.
3. Patient Grievance Collection, Handling & Resolution
· Receive, document, acknowledge, and manage patient complaints and grievances.
· Handle grievances empathetically and professionally, including sensitive cases.
· Coordinate with concerned departments and respective HODs for investigation, root cause analysis, and resolution.
· Ensure timely closure of grievances and communicate resolutions to patients or their relatives.
4. Coordination with Department Heads (HODs)
· Act as a liaison between patients, departments, and hospital administration.
· Coordinate with HODs to resolve service-related and operational issues.
· Assist departments in implementing corrective and preventive actions.
5. Monthly Analysis & Reporting
· Compile and analyze data on patient feedback and grievances.
· Prepare monthly analytical reports covering feedback received, complaints, resolutions, and pending issues.
· Present monthly analysis before the Patient Grievance Committee.
· Track committee recommendations and ensure timely follow-up and closure.
6. Patient Transfer & Referral Coordination
· Coordinate patient transfers and referrals to outside organizations or higher centres.
· Liaise with clinical teams, ambulance services, and receiving institutions.
· Ensure proper documentation, consent, and smooth handover processes.
· Provide support to patients and relatives during transfers and referrals.
7. Patient Experience & Quality Improvement
· Identify opportunities for improvement based on patient feedback and grievance trends.
· Share insights with management for service enhancement.
· Support quality initiatives and patient-experience-related NABH requirements.
Desired Competencies & Skill Requirements
The proposed PRO should possess:
· Strong soft skills with a patient-centric and empathetic approach
· Excellent verbal and written communication skills
· Presentable personality with professional conduct and demeanor.
· Proficiency in Marathi, English, and Hindi to ensure effective communication with diverse patient groups
· Minimum 2 years’ experience as a PRO in a hospital or healthcare setting will be preferred.
· Experience in hospitals with a capacity of more than 100 beds will be an added advantage.
Proposed Salary: Commensurate with experience and skill set
Job Type: Contractual / Temporary
Work Location: In person
