Description:

•  Ensures the provision of Quality Health Care and Service is delivered to all customers in a prompt and efficient manner.
•  Provides information and assistance to customers on a daily basis with regards to services provided at the Health facilities.
•  Delivers daily presentations to clients at various clinics on the client feedback system, processes and any pertinent issues at the facilities that requires the client attention.
•  Collects and maintains data and prepare monthly reports for the Client Feedback System; and support the Quality Implementation plan of the Quality Department.
•  Counsels angry customers in an effort to diffuse negative situations when required
• Assists in conducting internal audits as required.
• Reviews and document all comments submitted via the Client Feedback System.
• Actively ensures resolution of conflicts between internal staff as required.
• Assists in the investigation and follows up complaints from clients with Supervisors/Head of Departments toward a successful resolution when required.
• Prepared correspondences and reports as required
• Assists in research activity and conduct satisfaction surveys when necessary.
• Participates in Quality Implementation meetings in reviewing patients’ or clients’ complaints.
•  Participates in team meetings on a monthly basis and Quality Implementation meetings with the aim of resolving issues that may affect Quality Health Care.
• Assists in training programs for internal staff.
•  Facilitates visits from officials of Ministry of Health when required.
• Assists in ensuring that infection control guidelines are adhered to.
• Follows up on all repair and maintenance for the Health Facilities that may be impacting on client care.
•  Informs clients of their rights and obligations and disseminate customer information.
• Performs related work as may be required by the appropriate Authority.

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