Assistant Director, Patient Experience & Improvement

NHG Health; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Tan Tock Seng Hospital seeks an experienced Assistant Director to lead the Patient Experience Unit, shaping hospital-wide patient experience initiatives and driving service improvements through patient and caregiver insights.

You will oversee surveys, stakeholder engagement, and a team focused on service culture and patient-centred care, collaborating with clinical and operational partners to embed patient voices in planning and transformation.

Qualifications

• More than 10 years of working experience in healthcare, service transformation and improvement, patient experience, or related fields.
• Experience in people management, stakeholder engagement, project and programme development.
• Familiarity with patient experience measurement, human-centred design, service design, design thinking or quality improvement methodologies would be advantageous.

Responsibilities

• Lead hospital-wide patient experience initiatives aligned with TTSH's service philosophy and organisational priorities
• Provide leadership for the Service Champion Programme, a network of frontline staff driving service excellence, patient-centred care and ground-up service innovation across the hospital
• Lead the development and growth of Bridge@TTSH, TTSH's patient advocacy programme, and build meaningful partnerships with patients, caregivers and healthcare teams
• Oversee patient experience surveys, feedback and engagement platforms, translate quantitative and qualitative feedback into actionable insights that influence changes and improvements
• Facilitate service improvement and transformation projects using patient-centred approaches and stakeholder collaboration
• Lead and develop a team responsible for patient and caregiver engagement, service culture building and patient experience improvement

Skills

Leadership

Change management

Stakeholder engagement

Patient experience

Team leadership

Job description

Tan Tock Seng Hospital seeks an experienced Assistant Director to lead the Patient Experience Unit, shaping hospital-wide patient experience initiatives and driving service improvements through patient and caregiver insights.

You will oversee surveys, stakeholder engagement, and a team focused on service culture and patient-centred care, collaborating with clinical and operational partners to embed patient voices in planning and transformation.