Head - Service Excellence & Patient Experience

Job Description: The Head - Service Excellence will be a pivotal leader responsible for developing, implementing, and sustaining a culture of service excellence across all six units of Sterling Hospitals in Gujarat. This role will champion patient-centricity, drive continuous improvement in patient services, and ensure a consistently positive and high-quality experience for all patients and their families. The Head - Service Excellence will work collaboratively with clinical and non-clinical leadership to embed service standards, monitor performance, and foster a patient-first mindset throughout the organization.

Strategy Development and Implementation:

• Develop and execute a comprehensive service excellence strategy aligned with Sterling Hospitals' overall mission, vision, and values, encompassing all six hospital units.
• Establish clear service standards, protocols, and best practices for all patient-facing and support functions.
• Identify key patient experience touchpoints and develop strategies to optimize each interaction.
• Lead the implementation of patient feedback mechanisms (e.g., surveys, focus groups) and ensure timely analysis and action planning.

Driving a Patient-Centric Culture:

• Champion a culture where patient needs and preferences are at the forefront of all decisions and actions.
• Develop and deliver training programs to enhance employee empathy, communication skills, and patient interaction techniques across all levels.
• Promote a collaborative and interdisciplinary approach to patient care, ensuring seamless coordination between departments.
• Recognize and reward individuals and teams who consistently demonstrate exceptional service behaviors.

Performance Monitoring and Improvement:

• Establish key performance indicators (KPIs) to measure service excellence and patient satisfaction across all units. These will include, but not be limited to:

• Net Promoter Score (NPS) for Patient Experience: To gauge overall patient satisfaction and likelihood to recommend Sterling Hospitals.

• Patient Satisfaction Scores on Specific Service Dimensions: Tracking satisfaction levels related to nursing care, doctor communication, responsiveness, pain management, etc., derived from patient feedback surveys.
• Complaint Resolution Rate and Turnaround Time: Measuring the efficiency and effectiveness of addressing patient grievances.
• Average Length of Stay (ALOS) and Readmission Rates: As indicators of efficient care delivery and patient outcomes, indirectly reflecting service quality.
• Cleanliness and Hygiene Index: Percentage of patient-reported satisfaction scores (e.g., top box scores on cleanliness-related survey questions) and/or internal audit scores meeting or exceeding pre-defined high standards for cleanliness and hygiene across all patient care areas and facilities. This KPI will specifically monitor the consistent maintenance of a pristine and hygienic environment, a fundamental aspect of patient comfort, safety, and overall experience.

Stakeholder Engagement and Collaboration:

• Collaborate closely with hospital leadership, medical professionals, nursing staff, and administrative teams across all six units to integrate service excellence principles into daily operations.
• Partner with department heads to develop unit-specific service improvement plans.
• Act as a liaison between patients/families and the hospital administration to address concerns and ensure timely resolution.
• Build strong relationships with external stakeholders, including patient advocacy groups and relevant industry bodies.

Policy and Process Development:

• Develop and review patient-related policies and procedures to ensure they are patient-friendly and aligned with best practices.
• Contribute to the development of patient education materials and communication strategies.
• Ensure compliance with all relevant regulatory requirements related to patient care and experience.

Team Leadership and Development:

• Potentially lead a central service excellence team and/or provide guidance and support to service champions within each hospital unit.
• Foster a high-performing and engaged team through effective coaching, mentoring, and performance management.
• Promote continuous learning and professional development opportunities for team members in the area of service excellence.

Desired Profile:

Bachelors degree in healthcare administration, Business Administration, or a related field. A masters degree is preferred.

Minimum of 9-14 years of progressive experience in healthcare, with a significant focus on service excellence and patient experience improvement.

Proven track record of successfully developing and implementing service excellence strategies across multiple locations or large healthcare systems.

Strong understanding of patient satisfaction measurement methodologies, data analysis, and

performance improvement techniques.

Excellent communication, interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels.

Demonstrated leadership abilities, including the ability to motivate and inspire teams.

Strong problem-solving and decision-making skills.

Familiarity with relevant healthcare regulations and quality standards.

Experience in process improvement methodologies (e.g., Lean, Six Sigma) is an advantage