Job Description

Person centred Health and care focuses on dignity and respect, information sharing, participation and collaboration. Person
centred care highlights a way of thinking and acting that focuses on a partnership with an individual to ensure that their
immediate needs are met. Providing choices and respecting choices made by them. At all times still delivering that
exceptional level of care with a strong focus on respect and compassion. The focus is on a holistic approach to wellness,
putting the Aloecrest patient and their families at the centre of the Aloecrest quality care model, maximising patient
satisfaction while at the same time digitally enabling the Aloecrest of tomorrow.

The Person Centred Care Liaison will assist with improving the efficiency and quality of contact with patients and family by
being involved in patient interactions and the resolution of complaints. This individual will ensure a high level of patient
service including meeting patient needs, maintaining patient service levels and monitoring and reacting to patient feedback.

The Person Centred Care Liaison will anticipate needs and build rapport with the patient so that the patient values the
experience and feels they can return to a Aloecrest facility in future. The focus is on building a long standing relationship
where patient social circumstances, preferences, values and needs are all taken into consideration. This individual will
participate in discussions regarding patient feedback and will facilitate and co-own the investigation and responsibility of
complaint resolution. This will include documentation and feedback to the customer.

DUTIES & RESPONSIBILITIES

• Welcome the patient and the family to the hospital and ensure that the patient experience is memorable by making the

patient feel like a valued guest.

• Communicate to the patient and their family that different avenues for feedback are available and encourage the

utilisation of these feedback mechanisms.

• Serve as the face of patient care by dealing effectively with all customer complaints which includes resolving them

effectively while maintaining confidentiality at all times.

• Escalate and oversee resolution of any IT system or other operational complaint to the appropriate stakeholder and

ensure that the complaint is effectively dealt with.

• Ensure that complaints and concerns are acknowledged in a timely, appropriate, empathetic and respectful manner.
• Facilitate and assist with investigations relating to the quality of the service provided, identify stakeholders who are

required to assist or provide input and implement improvement actions in line with the complaints standard operating
procedure.

• Ensure that all hospital stakeholders understand and comply in a consistent manner to the patient complaint standard

operating procedure.

• Provide feedback to the patient and their family on an ongoing and regular basis in an appropriate, empathetic and

respectful manner.

• Escalate appropriate concerns accompanied by the relevant investigation outcome and other documentation to the

General Hospital Manager, Regional management and Head office structure in line with the standard operating
procedure.

• Finalise complaints by ensuring that all information on the system is processed accurately and timeously and that the

relevant documentation is completed.

• Conduct ward rounds to engage patients during their stay in order to provide feedback and identify any problems with

regards to service delivery.

• Communicate with patients during their hospital stay to ensure that complaints are effectively dealt with prior to the

patient leaving the Aloecrest facility.

• Ensure that any complaints raised post the discharge of the patient are investigated and resolved effectively.
• Demonstrate an ability to sensitively and confidentially deal with problems and apply judgment in problem solving,

conflict resolution and cultural awareness.

• Identify and implement function specific improvement work within each of the relevant areas.
• Present to the Hospital General Manager concerns and possible improvement initiatives based on patient and family

feedback and co-own the testing of improvement ideas.

• Collaborate and co-own with head office initiated improvement work such as explaining medical information to a patient

in a way that they understand.

• Role model and explain the importance of person centred care to other hospital-based teams such as security, porters,

parking attendants, food hostesses, retail pharmacy employees, radiography, pathology services and doctor's rooms.

• Capture complaints on the relevant Aloecrest system and ensure that these complaints are resolved within the relevant

timeframes.

• Track, analyse, report patient feedback, and ensures the implementation of action items aimed at improving the quality

of patient care.

• Assist with the interpretation of data and utilise important feedback provided in the existing Aloecrest reports to improve

the patient experience.

• Assist Management with the preparation of reports as required.
• Monitor and record compliance to improved outcomes.
• Comply with the patient care Standard Operating Procedures, ensuring that all employees have read and understood

them.

• Execute corporate CSA (controlled self-assessment) and audit activity relevant to person centred health and care.
• Keep up to date with Aloecrest's evolving policies and procedures.
• Handle all routine administration queries and work requests that may not be included in this role profile and resolve

these efficiently and effectively within the required turnaround times.

• Active involvement in own professional development to maintain a satisfactory level of skill and knowledge as required

by Management and relevant to the role.

• Work effectively and co-operatively with others to establish and maintain good working relationships that are mutually

beneficial.

• Establish and service relationships with all internal and external stakeholders, including Hospital management, patients,

service providers and colleagues to improve the patient experience.

• Demonstrate personal commitment to internal and external stakeholders by fulfilling responsibilities, involving others,

gaining support for ideas generated and removing obstacles to team accomplishments.

• Establish and consolidate good interpersonal relationships by listening to others and objectively considering their ideas

and opinions even when they conflict with their own ideas.

• Actively participate as a member of a team to achieve goals and does not function independently.

EDUCATION & EXPERIENCE

• Grade 12 or equivalent NQF level 4 qualification.
• Relevant tertiary qualification.
• At least two to three years' experience working in a customer-facing role within a healthcare or hospitality environment.

Knowledge

• An intermediate to advanced level of Computer Literacy and proficiency in MS Office applications.
• Superior interpersonal skills (developing and maintaining positive relationships; communicating clearly and effectively

with people at all levels with verbal and nonverbal communication; working with others to identify, define and solve
problems).

• The ability to communicate and write exceptionally in the English language.

APPLICATION PROCESS
The Hospital's Employment Equity plan and targets wil be considered as part of the recruitment process
aligned to the Group's Employment Equity strategy. Aloecrest actively supports the recruitment of people
with disabilities.
Interested candidates who meet the above criteria are requested to e-mail a detailed CV to

Should you not receive feedback two weeks after the closing date, kindly consider your application

Aloecrest Hospital