Key Responsibilities

Patient Experience Management

- Design and implement patient experience strategies across OPD, IPD, emergency, and diagnostic services.
- Monitor patient satisfaction scores and identify improvement opportunities.
- Conduct patient rounds and collect real-time feedback.
- Ensure smooth coordination between departments for patient care delivery.

Complaint & Grievance Handling

- Manage and resolve patient complaints within defined TATs.
- Investigate service issues and implement corrective actions.
- Maintain grievance records and prepare escalation reports.

Process Improvement

- Analyze patient journey bottlenecks and recommend workflow improvements.
- Coordinate with quality and operations teams for continuous improvement initiatives.
- Support accreditation requirements related to patient rights and satisfaction.

Data & Reporting

- Track KPIs such as:
- Patient Satisfaction Score (PSS)
- Net Promoter Score (NPS)

- Prepare reports and dashboards.

📌 Lead - Patient Experience (West Bengal)
🏢 The Calcutta Medical Research Institute (CMRI)
📍 West Bengal