Quality Improvement and Patient Experience Manager at PremierCare Diagnostics

Premier Care Diagnosticis a greenfield diagnostic arm of Loveworld Medical Centre,dedicated to providing state-of-the-art medical testing services. We are committed to delivering accurate and timely results, ensuring the highest standards in patient care.

We are recruiting to fill the position below:

Job Title: Quality Improvement and Patient Experience Manager

Location: Ikeja, Lagos
Employment Type: Full-time

Description 
Strategic Planning and Team Management:

• Develop and implement a comprehensive strategy for quality improvement and patient experience aligned with the hospital’s overall mission and objectives.
• Collaborate with senior leadership to set short-term and long-term goals, priorities, and performance benchmarks.
• Lead and manage the Quality Improvement and Patient Experience team, fostering a collaborative and high-performance work environment.
• Train and develop staff, promoting continuous professional growth and skill development.

Quality Improvement Planning and Implementation:

• Develop and implement strategies for continuous quality improvement throughout the hospital.
• Collaborate with department heads to identify areas for improvement and establish action plans to address deficiencies.
• Monitor progress of quality improvement initiatives and adjust strategies as needed to achieve desired outcomes.
• Utilize data analysis and benchmarking to identify trends, patterns, and opportunities for enhancement.
• Drive Hospital Quality and Clinical Governance Committee.

Patient Experience:

• Coordinate patient experience programs and initiatives to enhance patient satisfaction.
• Monitor and analyze patient feedback, surveys, and complaints to identify trends and areas for improvement.
• Collaborate with clinical and non-clinical teams to implement strategies for improving patient experience.
• Develop and deliver training programs for staff on patient-centered care and customer service excellence.
• Serve as a liaison between patients, families, and hospital staff to address and resolve concerns.

Regulatory Compliance and Accreditation:

• Ensure that the hospital complies with regulatory requirements and accreditation standards.
• Work towards achieving and maintaining relevant quality certifications.
• Stay abreast of changes in regulations and guidelines related to healthcare quality and implement necessary adjustments to policies and procedures.
• Coordinate internal audits and external assessments to evaluate compliance and identify areas for improvement.

Performance Measurement and Reporting:

• Develop and implement metrics and key performance indicators (KPIs) to measure and monitor the quality of healthcare services.
• Prepare regular reports on quality performance indicators, trends, and areas of concern for presentation to management and relevant stakeholders.
• Analyze data to identify root causes of quality issues and recommend corrective actions.

Staff Training and Education:

• Provide training and education to staff members on quality improvement methodologies, best practices, and regulatory requirements.
• Facilitate workshops, seminars, and other educational activities to promote a culture of quality and patient safety.
• Serve as a resource for staff inquiries related to quality improvement processes and procedures.

Risk Management and Root Cause Analysis:

• Identify and mitigate potential risks to staff and patient safety as well as organizational integrity.
• Participate in incident reporting and investigation processes to analyze adverse events and implement preventive measures.
• Develop and maintain risk assessment tools and protocols to proactively address potential hazards.
• Conduct root cause analyses for identified quality issues and adverse events.
• Develop action plans to address root causes and prevent recurrence.

Interdepartmental Collaboration:

• Foster effective communication and collaboration among departments to promote a multidisciplinary approach to quality improvement.
• Serve as a liaison between clinical and non-clinical departments to streamline processes and enhance coordination of care.
• Facilitate interdisciplinary quality improvement teams to address complex issues and drive sustainable improvements.

Documentation and Standardization:

• Develop and maintain documentation related to quality improvement initiatives.
• Standardize processes and procedures to ensure consistency in service delivery.

Requirements

• Interested candidates should possess a Bachelor's Degree or HND with 5 - 7 years work experience.

Application Closing Date
22nd November, 2024.