Jirah N.

Received and documented patient complaints through various channels, managing a wide array of cases from service issues to adverse events. Oversaw the complaint tracker for trend analysis and authored recommendation reports for service recovery. Conducted thorough investigations involving interviews and case conferences with Hospital Administration and Medical Teams to address complex issues. Served as the Incident Reporting System Administrator, handling incident type tagging, action item assignments, and follow-up monitoring. Managed communication with families and legal parties regarding management decisions, including drafting official response letters for disputes and regulatory bodies like the DOH, PHIC, and Local Government. Collaborated with the Medical Director and other management heads to review response letters and mitigate high-risk medico-legal cases. Worked with the Quality Team on improvement initiatives to ensure compliance with national and international hospital standards. Conducted random audits to assess service delivery and identified operational gaps for management reporting. Assisted the Department Head in policy creation and departmental initiatives, managed staff scheduling and task assignments, and organized departmental events. Engaged in the interview process for prospective employees and supported onboarding. Acted as a Committee member evaluating evidence against the code of conduct, serving as a Subject Matter Expert for service recovery protocols and training staff.

Conducted daily bedside rounds to gather feedback and identify service gaps. Monitored patient feedback and operational metrics to improve efficiency. Evaluated the effectiveness of newly implemented programs and performed service quality audits through mystery shopping. Led the Family and Patient Advisory Council (FPAC) to strengthen hospital-community relations. Organized monthly events and patient-centered engagement programs to enhance the patient experience. Provided immediate psychosocial support to families during 'Code Blue' events and medical emergencies, acting as an intermediary between clinical teams and relatives.