Specialist, Patient Experience Department

Aga Khan Hospital & Medical College

Karachi , Pakistan

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The Aga Khan University Hospital (AKUH), a leading not-for-profit healthcare institution in Karachi, Pakistan, is seeking a Specialist for its Patient Experience Department. AKUH provides comprehensive medical services through its tertiary care hospital, a network of secondary care hospitals, numerous medical centers, clinical laboratories, and pharmacies across Pakistan. The hospital is internationally accredited for quality and patient safety and is committed to fostering a diverse and inclusive work environment. The Specialist will play a vital role in enhancing patient experience by managing feedback and complaints, investigating adverse events, and supporting quality and safety initiatives to improve healthcare outcomes.

Key Responsibilities

- Manage patient complaints, feedback, and concerns in line with organizational policies and procedures.
- Conduct thorough investigations into patient concerns and adverse events by reviewing medical records, interviewing involved parties, and collaborating with relevant departments.
- Ensure timely acknowledgment, resolution, and communication regarding patient complaints and feedback.
- Prepare detailed fact sheets and investigation summaries for sentinel events, serious adverse events, and other quality-related incidents.
- Coordinate and actively participate in Root Cause Analysis (RCA) meetings, supporting the implementation of corrective and preventive actions.
- Monitor, analyze, and report patient experience and adverse event data to identify trends and areas for improvement.
- Oversee incident reporting through the Adverse Event Management System (AEMS).
- Generate periodic reports and dashboards for departmental and organizational leadership.
- Support organizational initiatives focused on quality improvement, patient safety, and service excellence.
- Collaborate with clinical and non-clinical teams to enhance patient-centered care and service delivery.
- Facilitate educational sessions and awareness programs related to patient experience, complaint management, patient safety, and risk mitigation.
- Participate in departmental projects, audits, and accreditation activities as required.

Required Qualifications

- Bachelor’s degree in Nursing (BScN) or an equivalent healthcare-related qualification.
- Valid professional registration or licensure as applicable.
- Minimum of 4 to 5 years of post-qualification experience in a healthcare setting, with exposure to quality standards.
- Strong analytical, problem-solving, and data interpretation skills.
- Proven leadership, mentoring, and team management abilities.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to work independently, prioritize tasks effectively, and drive continuous improvement.
- Proficiency in computerized reporting systems and data management tools.

Preferred Qualifications and Benefits

- A Master’s degree in a relevant field is preferred.
- The role offers the opportunity to contribute to a reputable institution recognized for its commitment to patient safety and quality care.
- The position supports professional growth through involvement in multidisciplinary teams and organizational quality initiatives.

Only shortlisted candidates will be contacted. Comprehensive employment reference checks will be conducted as part of the selection process.