The Head - Service Excellence will be a pivotal leader responsible for developing, implementing, and sustaining a culture of service excellence across all six units of Sterling Hospitals in Gujarat. This role will champion patient-centricity, drive continuous improvement in patient services, and ensure a consistently positive and high-quality experience for all patients and their families. The Head - Service Excellence will work collaboratively with clinical and non-clinical leadership to embed service standards, monitor performance, and foster a patient-first mindset throughout the organization.

Strategy Development and Implementation:

- Develop and execute a comprehensive service excellence strategy aligned with Sterling Hospitals' overall mission, vision, and values, encompassing all six hospital units.

- Establish clear service standards, protocols, and best practices for all patient-facing and support functions.

- Identify key patient experience touchpoints and develop strategies to optimize each interaction.

- Lead the implementation of patient feedback mechanisms (e.g., surveys, focus groups) and ensure timely analysis and action planning.

Driving a Patient-Centric Culture:

- Champion a culture where patient needs and preferences are at the forefront of all decisions and actions.

- Develop and deliver training programs to enhance employee empathy, communication skills, and patient interaction techniques across all levels.

- Promote a collaborative and interdisciplinary approach to patient care, ensuring seamless coordination between departments.

- Recognize and reward individuals and teams who consistently demonstrate exceptional service behaviors.

Performance Monitoring and Improvement:

- Establish key performance indicators (KPIs) to measure service excellence and patient satisfaction across all units. These will include, but not be limited to:

- Net Promoter Score (NPS) for Patient Experience: To gauge overall patient satisfaction and likelihood to recommend Sterling Hospitals.

- Patient Satisfaction Scores on Specific Service Dimensions: Tracking satisfaction levels related to nursing care, doctor communication, responsiveness, pain management, etc., derived from patient feedback surveys.

- Complaint Resolution Rate and Turnaround Time: Measuring the efficiency and effectiveness of addressing patient grievances.

- Average Length of Stay (ALOS) and Readmission Rates: As indicators of efficient care delivery and patient outcomes, indirectly reflecting service quality.

- Cleanliness and Hygiene Index: Percentage of patient-reported satisfaction scores (e.g., top box scores on cleanliness-related survey questions) and/or internal audit scores meeting or exceeding pre-defined high standards for cleanliness and hygiene across all patient care areas and facilities. This KPI will specifically monitor the consistent maintenance of a pristine and hygienic environment, a fundamental aspect of patient comfort, safety, and overall experience.

Stakeholder Engagement and Collaboration:

- Collaborate closely with hospital leadership, medical professionals, nursing staff, and administrative teams across all six units to integrate service excellence principles into daily operations.

- Partner with department heads to develop unit-specific service improvement plans.

- Act as a liaison between patients/families and the hospital administration to address concerns and ensure timely resolution.

- Build strong relationships with external stakeholders, including patient advocacy groups and relevant industry bodies.

Policy and Process Development:

- Develop and review patient-related policies and procedures to ensure they are patient-friendly and aligned with best practices.

- Contribute to the development of patient education materials and communication strategies.

- Ensure compliance with all relevant regulatory requirements related to patient care and experience.

Team Leadership and Development:

- Potentially lead a central service excellence team and/or provide guidance and support to service champions within each hospital unit.

- Foster a high-performing and engaged team through effective coaching, mentoring, and performance management.

- Promote continuous learning and professional development opportunities for team members in the area of service excellence.

Desired Profile:

- Bachelors degree in healthcare administration, Business Administration, or a related field. A masters degree is preferred.

- Minimum of 8-10 years of progressive experience in healthcare, with a significant focus on service excellence and patient experience improvement.

- Proven track record of successfully developing and implementing service excellence strategies across multiple locations or large healthcare systems.

- Strong understanding of patient satisfaction measurement methodologies, data analysis, and performance improvement techniques.

- Excellent communication, interpersonal, and presentation skills, with the ability to influence and engage stakeholders at all levels.

- Demonstrated leadership abilities, including the ability to motivate and inspire teams.

- Strong problem-solving and decision-making skills.

- Familiarity with relevant healthcare regulations and quality standards.

- Experience in process improvement methodologies (e.g., Lean, Six Sigma) is an advantage.