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 prospects.
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