About the role
- 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.
- 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.
- 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.
- 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 escalate 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 escalate 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.