What You'll Do:
Patient Relations: Manage NHGP Feedback channels including, email, feedback hotline, feedback form and letters. Summarise and record patient feedback received via NHGP Feedback channels into Feedback Management System (FMS). Initiate and coordinate investigation with relevant clinics/department. Monitor and follow-up outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time. Draft formal replies, when necessary. Escalate complex feedback for discussion with Reporting Officer. Analyse statistic data and prepare Monthly Feedback Reports for Senior Management and other ad-hoc reports, as needed.
Service Leadership: Plan, co-ordinate, implement and ensure smooth running of service standards and monitor customer satisfaction via patient focus groups, mystery audits, patient satisfaction survey etc. Work closely with iCARE network and Ops colleagues in planning, organizing and implementing servi...