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Job Details

SIDRA2833 - Director - Patient Experience

Department: Foundational Clinical Services Management Group Dept
Division: Radiology Dept
Contract Type: Full Time
Closing Date: 30-Apr-2017
Organizational Profile:

Sidra Medicine is a state of the art academic medical center that will function to the level of the highest international standards. Its clinical focus is on the specialty care of women and children.

Sidra’s Vision is: “Sidra Medicine will be a beacon of learning, discovery and exceptional care, ranked among the top medical centers in the world”.

Achieving this vision will encompass three essential activities:

World Class: Patient and Family Centered Care Health Education Biomedical Discovery

Once fully operational by mid-2018, Sidra Medicine will handle 275,000 outpatient appointments, 11,000 procedures, 100,000 emergency attendances and deliver over 9,000 babies per year, adding capacity to a rapidly growing population and delivering world-class specialist care.

The hospital will include 10 operating theatres, 400 beds, 100 percent single rooms with a private bathroom, a birthing center and an emergency department.

Department Profile:

The Department of Patient Experience partners with all clinical and non-clinical staff to prioritize outstanding patient experiences at Sidra. The Department serves as a leader, catalyst and advisory resource for patient experience initiatives across Sidra. There are 8 significant components to patient experience at Sidra: People, education, communication, data, technology, physical space, policy and process.  These component responsibilities are divided amongst 4 managers in the department, who are responsible for appropriate engagement with the rest of the oganziation.  Interpreters, concierges, information desk staff, guest relations, VIP guest relations and volunteer services all report within this department.  The function is led by the Patient Experience Steering Group, an entity co-chaired by respective representatives of the CMO and COO.  The Department provides creates the strategies and programs, provides resources, implements technologies and conducts data analytics.  However, there is a substantial shared responsibility with every member of staff, who will be ultimately responsible for each patient’s experience at Sidra.  

Job Summary:

The Director is responsible for collaborating with Sidra leadership to define, direct, coordinate and manage all aspects of the Patient-Centered Care experience at Sidra. The Director is responsible for developing system-wide service standards and service improvement initiatives. Through daily collaboration with corporate, clinical and administrative staff, develops strategies for education, continuous improvement and change management in a manner consistent with the Sidra Mission, Vision, and Values.

Key Roles & Responsibilities:
  • Develops, implements, monitors and supports a Sidra-wide patient experience strategy that establishes and continually improves the overall patient, family and visitor experience, including appropriate elements of clinical care and timely services while meeting emotional and spiritual needs.
  • Develops departmental policies, procedures and infrastructure to support best practices in patient experience throughout Sidra.
  • Responsible for developing and operating the Customer Relationship Management (CRM) software, including patient engagement and experience surveys
  • Oversees the operations of patient experience data reporting and internal education about patient satisfaction surveys (including HCAHPS).
  • Analyzes data to monitor one-off occurrences and real-time feedback
  • Communicates HCAHPS and other patient satisfaction scores to executive leaders with remediation plans as required; Implements remediation plans.
  • Ensures local accountability for patient satisfaction scores.
  • Oversees patient interpretation, guest services and volunteer programs
  • Leads efforts to use the voice of the customer to impact strategic and operational priorities, including development and convening of appropriate Patient Advisory Councils and Committees.
  • Works to implement system-wide solutions to impact performance, quality of care, patient safety, and the patient experience.
  • Works with clinical teams to strengthen service orientation and identify specific communication skills needed for effective, culturally appropriate and empathetic communication with patients and families.
  • Partners with Human Resources for the following:
  • Develops and  deploys a hospital-wide “Sidra Experience” initiative to all employees to build an organizational culture of employee engagement to support improved patient experience and consistent application of standard service behavior
  • Develops appropriate metrics to evaluate and interpret the connection between patient satisfaction and customer service ratings on annual performance evaluations.
  • Ensures a consistent approach to patient advocacy and customer service and influences local accountability and ownership of the patient experience at all staff levels.
  • Partners with the Communications Department to ensure consistent internal and external communication and marketing strategies which recognize patients first as essential components of the Sidra brand.
  • Adheres to Sidra’s standards as they appear in the Code of Conduct and Conflict of Interest policies

Essential Requirements:
  • Bachelor’s degree in Organizational Development, Business Management or health field from an accredited University
  • 10+ years’ of progressive management experience within a complex health care organization
  • 5+ years’ experience in program development or a change agent role
  • Must have direct Patient Experience within a healthcare origination
  • Experience and demonstrated ability to facilitate complex projects producing the desired outcome.
  • Experience working  in a multi-cultural healthcare environment
    If a healthcare provider, current License/ Certification  in country of origin
  • Demonstrated leadership ability
  • Ability to articulate a shared vision.
  • Ability to develop and implement a strategic plan.
  • Strong problem solving skills
  • Ability to de-escalate a tense situation
  • Ability to communicate to varying constituencies effectively
  • Demonstrated deep knowledge of local culture, service expectations and Islamic religious beliefs and customs
  • Proficiency with Microsoft Office suite
  • Fluency in written and spoken English 



Additional Internal Information:
Sidra’s Organizational Values:
  • Trust: Being competent; acting consistently, reliably and predictably; acting with honesty and integrity; respecting patient, employee and commercial confidentiality; delivering on commitments
  • Care: Acting with empathy, kindness and compassion; being humble; listening and responding; acting with cultural sensitivity; Caring for patients and staff
  • Teamwork: Sharing information and knowledge and learning from demonstrated expertise; being respectful, and thereby earning respect of others; acting with professionalism; leading and following; collaborating and being accessible
  • Transparency: Frequent and honest communication; open access to information for decision making; willingly acknowledge shortcomings; speaking up about concerns; publishing performance indicators
  • Innovation: Freedom to innovate; welcoming ideas and encouraging creativity; supporting talent; creating confidence; celebrating successes
  • Efficiency: Providing measurable value; using data to drive decision making; having and achieving clear goals; building processes that work; continuously improving outcomes in patient and family care
Privacy and Application Policy

To the extent permitted by applicable laws and regulations, Sidra Medical and Research Center ("Sidra" or "we") collect, use and disclose your personal information in accordance with the principles set out below.

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