Specialist- Patient Experience

Opportunity Information

The Role

Specialist in the Patient Experience Department of Aga Khan University Hospital, Karachi, overseeing patient feedback and complaint management, adverse event investigations and patient safety initiatives.

•Manage patient complaints, feedback and concerns as per policies •Investigate patient concerns and adverse events through record reviews, interviews and collaboration with departments •Ensure timely acknowledgment, resolution and communication of complaints •Prepare fact sheets and investigation summaries for sentinel and serious adverse events •Coordinate Root Cause Analysis (RCA) meetings and support corrective and preventive actions •Monitor, analyse and report patient experience and adverse event data •Oversee incident reporting through the Adverse Event Management System (AEMS) •Generate periodic reports and dashboards for leadership •Support quality improvement, patient safety and service excellence initiatives •Facilitate educational sessions on patient experience, complaint management, patient safety and risk mitigation •Participate in projects, audits and accreditation activities

Applicants General Eligibility & Requirements

Education, Experience and Skills Requirements