Patient Family Experience Officer

Overview

Facility Overview:

Sheikh Sultan bin Zayed Hospital (SSBZH) is a state-of-the-art healthcare facility in the Northern Emirates run in partnership with M42. This unique collaboration between the civilian and military sectors is an example of a shared commitment to delivering world-class medical care. With access to cutting-edge technologies and the expertise of M42’s renowned network — such as Imperial College London's Diabetes Center, Amana Healthcare, Mubadala Health and Healthpoint — SSBZH is at the forefront of medical innovation.

The hospital is dedicated to improving health outcomes, facilitating access to quality care and addressing the unique needs of the military, their families and the wider community in the Northern Emirates.Focused on creating a healthier future, SSBZH places a strong emphasis on preventative medicine, patient education and specialized healthcare programs tailored to the residents of the Northern Emirates, setting new standards for healthcare excellence in the region.

Job Overview:

This role is responsible to provide social support, advice and information provided to all the asset’s patients and families during their stay. This role is also expected to support the Patient Family Experience (PFE) department at the organization in its activities, including taking a person-centric approach to the care that is individually catered to the patients’ needs. The position holder actively works with the PFE, Patient Access, Service Excellence, and Clinical teams to identify and design processes to improve the care services offered to the patient and their family.

Responsibilities

• Develop and Implement Social Services Programs: Collaborate on creating and executing comprehensive programs that address the psychosocial needs of residents and families, ensuring a positive care experience.
• Maintain Accurate Documentation: Ensure timely and accurate entries in patient charts, keeping records up-to-date with resident and family requests, interdisciplinary plans, and progress.
• Facilitate Patient and Family Engagement: Organize and lead family meetings, update families on care plans and changes, and actively involve them in treatment discussions to enhance their experience.
• Resolve Complaints and Grievances: Investigate patient and family concerns, communicate regularly during the process, and provide timely resolutions in line with facility policies.
• Collaborate Across Departments: Act as a liaison between residents, families, and hospital teams, promoting interdisciplinary cooperation to address psychosocial needs and improve outcomes.
• Promote Cultural Sensitivity and Inclusivity: Ensure that the needs of patients and families from diverse cultural, socioeconomic, and religious backgrounds are handled with respect and sensitivity.
• Drive Quality Improvement: Participate in quality-of-life planning, measure performance indicators, and contribute to initiatives that enhance patient satisfaction and care standards.
  
  

Qualifications

• Bachelor’s degree in a relevant field
• 1-2 years of prior work experience in a relevant field
• Excellent verbal and written communication skills.
• Fluent in written and spoken English.