Public Relations Officer (PRO)

1. Patient Interaction & Regular Rounds

• Conduct regular rounds in all wards, ICUs, OPDs, and patient care areas during duty hours.
• Personally interact with patients and relatives to understand concerns, expectations, and service experience.
• Provide guidance regarding hospital procedures, facilities, and services.
• Ensure visible and proactive PR presence, especially during peak patient interaction hours.

1. Patient Feedback Collection

• Collect patient feedback through direct interaction, feedback forms, and follow-up communication.
• Document feedback systematically and categorize it department-wise.
• Identify trends, recurring issues, and areas requiring improvement.

1. Patient Grievance Collection, Handling & Resolution

• Receive, document, acknowledge, and manage patient complaints and grievances.
• Handle grievances empathetically and professionally, including sensitive cases.
• Coordinate with concerned departments and respective HODs for investigation, root cause analysis, and resolution.
• Ensure timely closure of grievances and communicate resolutions to patients or their relatives.

1. Coordination with Department Heads (HODs)

• Act as a liaison between patients, departments, and hospital administration.
• Coordinate with HODs to resolve service-related and operational issues.
• Assist departments in implementing corrective and preventive actions.

1. Monthly Analysis & Reporting

• Compile and analyze data on patient feedback and grievances.
• Prepare monthly analytical reports covering feedback received, complaints, resolutions, and pending issues.
• Present monthly analysis before the Patient Grievance Committee.
• Track committee recommendations and ensure timely follow-up and closure.

1. Patient Transfer & Referral Coordination

• Coordinate patient transfers and referrals to outside organizations or higher centres.
• Liaise with clinical teams, ambulance services, and receiving institutions.
• Ensure proper documentation, consent, and smooth handover processes.
• Provide support to patients and relatives during transfers and referrals.

1. Patient Experience & Quality Improvement

• Identify opportunities for improvement based on patient feedback and grievance trends.
• Share insights with management for service enhancement.
• Support quality initiatives and patient-experience-related NABH requirements.

The proposed PRO should possess:

• Strong soft skills with a patient-centric and empathetic approach
• Excellent verbal and written communication skills
• Presentable personality with professional conduct and demeanor.
• Proficiency in Marathi, English, and Hindi to ensure effective communication with diverse patient groups
• Minimum 2 years experience as a PRO in a hospital or healthcare setting will be preferred.
• Experience in hospitals with a capacity of more than 100 beds will be an added advantage.

Proposed Salary : C ommensurate with experience and skill set.