Patient Hospitlity Services

Abate AS; Malappuram; In loco; INR 700.000 - 1.200.000; Tempo pieno

Descrizione del lavoro

Abateas is seeking a Hospital Hospitality Lead to oversee patient experience across wards and OT areas. You will drive a patient-first service culture, coordinate with clinical and support teams, and ensure high standards of cleanliness, comfort, and privacy throughout the surgical journey.

The role emphasizes leadership, staff development, and seamless coordination to improve patient satisfaction and operational efficiency in a complex hospital environment.

Competenze

• Strong coordination and problem-solving abilities.
• Ability to handle patient complaints.
• Team management and leadership.
• Excellent patient-service and interpersonal skills.
• Empathy and excellent communication.

Mansioni

• Lead ward and OT hospitality services and supervise staff.
• Ensure rooms, washrooms and common areas are clean, comfortable and ready.
• Coordinate with nursing, housekeeping, maintenance, dietary services and other departments to resolve issues.
• Monitor patient waiting times and readiness for surgery.
• Provide guidance and reassurance to patients before and after procedures.
• Lead training and set service standards for the team.
• Ensure infection prevention, privacy and confidentiality policies are followed.
• Escalate safety concerns to appropriate clinical personnel and coordinate with leadership.

Conoscenze

Coordination

Problem-solving

Team leadership

Patient service

Interpersonal skills

Empathy

Communication

Descrizione del lavoro

To lead and supervise hospitality services across the wards and Operation Theatre (OT) areas, ensuring that every patient receives a comfortable, safe, respectful, and well-coordinated experience throughout their hospital stay and surgical journey.

The role focuses on bringing professional hospitality standards into healthcare by creating a patient-first service culture, maintaining high standards of cleanliness and comfort, coordinating with clinical and support teams, and ensuring that patients and their families feel welcomed, informed, and cared for at every stage.

2. Key Responsibilities

A. Patient Experience & Hospitality

• Ensure a warm welcome and professional hospitality experience for all patients admitted to the ward or arriving for surgery.
• Monitor patient comfort, dignity, privacy, and satisfaction throughout their hospital journey.
• Ensure timely assistance with patient requests, concerns, and service-related complaints.
• Ensure patients and accompanying family members receive clear information about non-clinical processes, waiting arrangements, and available facilities.
• Introduce and maintain service standards comparable to professional hospitality establishments.

B. Ward Services Management

• Supervise ward hospitality services, patient assistance, room readiness, bed allocation coordination, and discharge-related service arrangements.
• Ensure patient rooms, beds, washrooms, and common areas are clean, organised, comfortable, and ready for use.
• Coordinate with nursing, housekeeping, maintenance, dietary services, and other departments to resolve service issues promptly.
• Monitor patient requests and ensure appropriate follow-up until resolution.
• Ensure smooth coordination during patient admission, transfer, and discharge, in collaboration with the responsible clinical team.

C. Operation Theatre (OT) Hospitality & Coordination

• Ensure patients scheduled for surgery receive timely guidance, reassurance, and courteous assistance before and after the procedure.
• Coordinate with OT staff, nursing teams, admission, and patient-care personnel to facilitate smooth patient movement.
• Monitor waiting times, patient readiness, and non-clinical coordination issues that may delay the surgical journey.
• Ensure patients are treated with dignity, privacy, and sensitivity while being prepared for surgery.
• Coordinate postoperative transfers and hospitality arrangements with the clinical team, without interfering with clinical decisions or sterile OT protocols.
• Lead, train, schedule, and supervise ward hospitality and OT patient-service personnel.
• Establish clear roles, responsibilities, service standards, and performance expectations for team members.
• Conduct regular briefings and on-the-job training on communication, grooming, patient handling, empathy, and service etiquette.
• Promote teamwork, discipline, accountability, and a service-oriented culture.
• Identify training needs and support continuous employee development.

E. Service Quality & Process Improvement

• Develop and implement SOPs and checklists for ward readiness, patient assistance, OT coordination, and service recovery.
• Conduct regular inspections and service-quality audits.
• Collect and analyse patient feedback, complaints, and recurring service gaps.
• Take corrective action within the role's authority and elevate clinical, safety, or facility-related concerns to the appropriate department.
• Recommend process improvements to reduce avoidable waiting, improve comfort, and enhance patient satisfaction.
• Ensure hospitality staff follow hospital infection prevention, hand hygiene, confidentiality, and patient privacy policies.
• Coordinate with housekeeping and infection-control teams to maintain required cleanliness standards.
• Ensure staff follow patient-identification, access-control, and movement protocols established by the hospital.
• Immediately elevate patient deterioration, clinical concerns, falls, emergencies, or other safety incidents to the appropriate clinical personnel.
• Ensure compliance with hospital policies and applicable quality and safety standards.
• Work closely with nursing, doctors, OT, admission, reception, housekeeping, maintenance, security, dietary services, and patient relations teams.
• Participate in daily operational briefings and communicate unresolved issues to the appropriate managers.
• Ensure service-related issues are tracked, assigned, and closed within agreed timelines.
• Coordinate with hospital leadership to improve the overall patient experience across the ward and OT journey.

Required Skills

Good coordination and problem-solving abilities. Ability to handle patient complaints. Team management and leadership skills. Good patient-service and interpersonal skills. Empathy and excellent communication skills.