Specialist, Patient Experience Department @ The Aga Khan University Hospital

Job Summary

Introduction to the Aga Khan University:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to its patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health system offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre, and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopting appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Role and  Responsibilities:

The successful candidate will play a key role in enhancing the patient experience by overseeing patient feedback and complaint management processes, facilitating the investigation of adverse events, promoting a culture of patient-centered care, and supporting organizational quality and patient safety initiatives. The incumbent will work closely with multidisciplinary teams to identify opportunities for improvement, ensure timely resolution of patient concerns, and contribute to the development of strategies that enhance service excellence, patient satisfaction, and overall healthcare outcomes.

The selected candidates will:

• Manage patient complaints, feedback, and concerns in accordance with organizational policies and procedures.
• Conduct investigations into patient concerns and adverse events through medical record reviews, interviews, and collaboration with relevant departments.
• Ensure timely acknowledgment, resolution, and communication of patient complaints and feedback.
• Prepare fact sheets and investigation summaries for sentinel events, serious adverse events, and other quality-related incidents.
• Coordinate and participate in Root Cause Analysis (RCA) meetings and support the implementation of corrective and preventive actions.
• Monitor, analyze, and report patient experience and adverse event data to identify trends and opportunities for improvement.
• Oversee incident reporting processes through the Adverse Event Management System (AEMS).
• Generate periodic reports and dashboards for departmental and organizational leadership.
• Support quality improvement, patient safety, and service excellence initiatives across the organization.
• Collaborate with clinical and non-clinical departments to improve 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 organizational accreditation activities as required

Required Skills

Skills and Qualification:

• Bachelor's degree in Nursing (BScN) or an equivalent healthcare-related qualification.
• Master's degree in a relevant field will be preferred.
• Valid professional registration/licensure as applicable.
• Minimum 4 to 5 years of post-qualification experience in a healthcare setting and quality standards.
• Excellent analytical, problem-solving, and data interpretation skills.
• Strong leadership, mentoring, and team management capabilities.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work independently, manage priorities effectively, and drive continuous improvement initiatives.
• Proficiency in computerized reporting systems and data management tools.

Only shortlisted candidates will be contacted.  Comprehensive employment reference checks will be conducted.

Comprehensive employment reference checks will be conducted