Patient and Family Experience Officer

Overview

M42 delivers comprehensive healthcare services across the full continuum of care; from primary care to advanced specialty treatments. Leveraging cutting-edge health technologies and precision medicine, we ensure the highest standards of effectiveness, efficiency, and patient-centered outcomes. With a global presence spanning more than 480 facilities in 27 countries and a dedicated workforce of over 20,000 professionals, M42 is uniquely positioned to redefine the future of healthcare on a global scale.

Amana Healthcare is a leading long-term care and rehabilitation provider in the Middle East and GCC, and the region’s pioneer in post-acute care services. It offers comprehensive long-term care, post-acute rehabilitation, transitional care, and home healthcare. As part of the M42 network, Amana is dedicated to delivering high-quality, patient-centered care tailored to the needs of individuals requiring complex or extended recovery support.

The role will be responsible for facilitating communication, addressing concerns and feedback, coordinating follow-up actions with the multidisciplinary team, supporting family meetings, and ensuring residents and families receive timely updates regarding their care and services. The individual will work collaboratively with clinical and operational teams to maintain a positive resident and family experience and support service recovery initiatives when required.

Responsibilities

• Investigates patient/family complaints/grievances and provides appropriate/timely response as per the facility’s policies and procedures.
• Maintains regular communication during the investigation and, based on investigation results, inform the Director of Clinical Operations (DCO) and the functional director, as indicated.
• Serves as an impartial liaison between the resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement.
• Works in tandem with the Quality department to provide best outcomes for patients with quality care or legal concerns.
• Proactively rounds on units, serving as a resource to residents, families and staff - thereby facilitating identification of issues relating to a patient's hospital experience.
• May review/edit written communication from other department managers and Patient Representatives.
• Supports responsive relationships with residents of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
• Represents the facility in the handling of escalated residents and families concerns and grievances, the outcome of which is communicated to the DCO.
• Participates in committees/task forces and other special projects as required to support patient satisfaction.
• Solves minor issues immediately through the facility’s administration and addresses the major ones to the relevant unit.
• Responsible for taking on-call duties and effectively managing concerns from both families and patients.
• Playing an active role focusing on patients’ centred care working with clinical and non-clinical departments.
• Arrange the family meetings (Initial, Ground round, follow-up, discharge) between the patients or families and other teams.

Qualifications

• Bachelor’s degree in a relevant field
• 0-2 years of prior work experience in a relevant field
• Prior experience in relavant field, such as, Costumer Care, Public Relations, Social and Volunteer work
• Excellent verbal and written communication skills.

• Investigates patient/family complaints/grievances and provides appropriate/timely response as per the facility’s policies and procedures.
• Maintains regular communication during the investigation and, based on investigation results, inform the Director of Clinical Operations (DCO) and the functional director, as indicated.
• Serves as an impartial liaison between the resident/family and hospital departments/administration, promoting a positive relationship and acting as a vehicle for responding to patient complaints while supporting reconciliation, compromise or settlement.
• Works in tandem with the Quality department to provide best outcomes for patients with quality care or legal concerns.
• Proactively rounds on units, serving as a resource to residents, families and staff - thereby facilitating identification of issues relating to a patient's hospital experience.
• May review/edit written communication from other department managers and Patient Representatives.
• Supports responsive relationships with residents of varying cultural, socioeconomic and religious backgrounds to ensure that needs of all patients are handled with sensitivity.
• Represents the facility in the handling of escalated residents and families concerns and grievances, the outcome of which is communicated to the DCO.
• Participates in committees/task forces and other special projects as required to support patient satisfaction.
• Solves minor issues immediately through the facility’s administration and addresses the major ones to the relevant unit.
• Responsible for taking on-call duties and effectively managing concerns from both families and patients.
• Playing an active role focusing on patients’ centred care working with clinical and non-clinical departments.
• Arrange the family meetings (Initial, Ground round, follow-up, discharge) between the patients or families and other teams.

• Bachelor’s degree in a relevant field
• 0-2 years of prior work experience in a relevant field
• Prior experience in relavant field, such as, Costumer Care, Public Relations, Social and Volunteer work
• Excellent verbal and written communication skills.