Manager - Patient Experience

Summary

This role is responsible for enhancing the overall patient journey across hospitals and clinics. The role is responsible for designing and executing initiatives that improve patient satisfaction, promote patient-centered care, and support service recovery. Working in close collaboration with clinical and non-clinical teams, the position monitors patient feedback, drives culture change, and ensures compliance with UAE regulatory and international standards related to patient care experience.

Key Accountabilities

The post holder will:

• Develop and implement the patient experience strategy in alignment with the group’s clinical and operational vision.

• Oversee patient experience programs across all healthcare facilities, ensuring consistency and excellence in service delivery.

• Analyze patient satisfaction data, feedback, and complaints to identify improvement opportunities.

• Lead initiatives to improve patient communication, empathy, responsiveness, and overall service quality.

• Implement and manage tools such as patient satisfaction surveys, focus groups, and real-time feedback systems.

• Drive service recovery efforts and resolution of complex patient grievances.

• Collaborate with department heads to improve care coordination and patient journey mapping.

• Conduct regular training and development programs to install a patient-centered culture.

• Monitor compliance with UAE healthcare regulations and accreditation standards related to patient rights and satisfaction (e.g., DOH, DHA, JCI).

• Prepare and present regular reports on patient experience trends, initiatives, and outcomes to executive leadership.

• Foster collaboration across departments to improve both clinical and non-clinical touchpoints in the patient journey.