This role is to oversee clinical complaints, medico-legal cases and Singapore Medical Council (SMC) – related cases, to ensure smooth operations of the unit and timely management of clinical complaints and feedback. He/ she should preferably have a background in medicine/ healthcare to understand the issues that may arise out of a clinical complaint.
- Review clinical feedback / complaints received from various sources and assess whether the feedback is related to clinical or non-clinical issues.
- Acknowledge complaints promptly and respond within the set time limits.
- Gather information from relevant stakeholders and review case notes, with a view to identifying care lapses and resolving patient’s and / or their next of kin’s concerns or queries.
- Prepare short communiques to the relevant clinicians, draft reply letter, and send the reply to patient / next of kin. Ensure satisfactory resolution of complaints, where possible.
- Guide staff on the identification of medical issues.
- Work with the team to raise waiver forms and invoices to patient / their next of kin, hospital lawyers, insurers, etc. as required within a stipulated time frame. Ensure that revised hospital bills are sent to the patient in a timely manner.
- Work with the team to arrange family meetings (on a case by case basis) with the medical and / or nursing teams to address families’ issues and concerns.
- Ensure hospital insurer reporting are submitted in a timely manner.
- Review all cases reported to hospital insurer annually to identify cases of concern.
- Liaise with Business Office, hospital lawyers, hospital insurers and other parties where applicable.
- Analyze clinical feedback / complaints to identify recurring themes and trends. Prepare detailed reports for Clinical Board Complaints Update twice a year and submit the reports for sharing.
- Maintain a data inventory map for the department functions.
- Review Standard Operating Procedures on a yearly basis for upload onto the Intranet.
- Review and maintain Business Continuity Planning documents for department.
- Participate in clinical quality audit as assigned.
- Any other tasks as deemed appropriate by the Chairman Medical Board.
Job requirements:
- Recognized Masters or Post grad qualification in Management is preferred or an equivalent of at least 6 years of experience in a managerial role in the healthcare sector (at least frontline doctor for 2 years clinical experience).
- Proficient in Microsoft office Suite (particularly in Excel & PowerPoint).
- Good Organizational and interpersonal skills. Ability and willing to multi-task.
- Ability to work efficiently and independently.
- Excellent in writing and communication skills.
Yishun Health is a network of medical institutions and health facilities of the National Healthcare Group in the north of Singapore. It comprises Khoo Teck Puat Hospital and Yishun Community Hospital.