Head of Patient Experience
King Fahad Specialist Hospital
مجموع سنوات الخبرة :31 years, 11 أشهر
very excited to work in such huge and great hospital as yours I am a well-qualified who would be an excellent choice for certain positions mainly related to quality, laboratory, clinical services, and Pati ent Experience Off ice. I am a n active member of the College of American Pathologists (CAP), and was recognized by the college for demonstrating knowledge of CAP process, inspection techniques, and commitments to helping laboratories improve patient care. I had conducted lectures/workshops on Update in Laboratory Quality & Accreditation Course, which covers the importance of TRACKS in order to have an accurate trac king system performance in laboratory. I have an ability to grow with a job, handle responsibility and build positive relationships with work Colleagues at all levels. My present employer is very satisfied with my work rate, and I am Confident that I can bring the same level of high performance to your company. Beyond that which is already mentioned in my attached resume, I am someone who knows how to set goals and achieve them, and have a proven track record of being able to conceive, develop & execute strategies. I also have extensive experience in all quality investigation tools and root cause analysis, which, I believe, would be an ideal match for this position. I feel certain that my strong communication skills coupled with my ability to teach, educate and mentor will be of immediate value to your company. I very much hope that you will look favorably upon my application by recognizing my enthusiasm, talents in the field of Patient Experience Off ice, and my future potential.IC FUNCTION: As a Patient Experience (PX) Unit head will Identify areas within KFSHD to assist with increasing and/or maintaining patient satisfaction and Identifies characteristics and programs in these area, by putting patients first to addresses every aspect of a patient’s encounter with the hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. DUTIES AND RESPONSIBILITIES: Will deliver standardized Patient Experience training curriculum to improve employee communication with the goal of improving the patient experience as evidenced by patient satisfaction surveys and patient / family member feedback. Will provide classroom-style training of communication best practices, facilitates group discussion, and leads participants in developing effective communication skills. Additionally, Will conduct experiential-based skills development training with frontline staff through role-playing and simulated patient interactions to facilitate the adoption of communication best practices by employees. Will Work closely with the patient relation and patient affair department to orients and educates patients and their families by meeting them; explaining the role of the patient experience unit; initiating the care plan; providing educational information in conjunction with direct care providers related to treatments, procedures, medication Will emphasize on respecting patients by recognizing their rights; maintaining confidentiality. Will develop interdisciplinary care plan and other case management tools by participating in meetings; coordinating information and care requirements with other care providers; resolving issues that could affect smooth care progression; fostering peer support; providing education to others regarding the case management process. Will monitor delivery of care by assuring the completion of patient rounds; documenting care; identifying progress toward desired care outcomes; intervening to overcome deviations in the expected plan of care; reviewing the care plan with patients in conjunction with the direct care providers; interacting with involved departments to negotiate and expedite scheduling and completion of tests, procedures, and consults; reporting personnel and performance issues to the unit manager; maintaining ongoing communication with utilization review staff regarding variances from the care plan or transfer/discharge plan. Will work closely with the Quality department to analyze and interpret patient satisfaction data and provide feedback and recommendations to Physicians, department leaders and staff throughout KFSHD to ensure patients receive fast, friendly service and unmatched care. In addition, we will provide key support for organization-wide quality improvement initiatives, and to evaluate outcomes of care with the interdisciplinary team by measuring intervention effectiveness with the team; implementing team recommendations. Provide resources and data analytics, support, and collaborate with a variety of departments to ensure the consistent delivery of Patient-centered care that can be approached mainly by Identifying areas within KFSHD to assist with increasing and maintaining Patient satisfaction and Identifies characteristicm
• Manager / laboratory department, Deputy Director, Clinical Services Administration managing overall lab operations; developing procedures to ensure safety, security, quality and accuracy of results; designing and performing test procedures; analyzing requests for tests and equipment; tending to administrative and management matters; consulting with principal investigators; and assisting in budgeting. A total of 22 years experience in Management Skills. • Assist in many of the work as Deputy Director, Clinical Services Administration.
Managing Laboratory Work and Assuring Quality Standards of Care
As a team leader in NGH I was in charge for the following principle duties: Manages and coordinate technical activities and operational policies and procedures of the clinical laboratory. Supervise the employees and may designate tasks and responsibilities as deemed appropriate. Ensure compliance to JCAHO, CAP, AABB, Hospital policies and standards and in particular Fire and disaster plans, Laboratory health and Safety standard and Hazardous materials Manual. Assists the chairperson in development and monitoring of laboratory programs to include laboratory quality control procedures. Generate, maintains, and updates the standard operating procedure (SOPs). Preparing technical reports reflecting workload productivity and collates data on costs and quality (GPPR, Grunted price per reportable test). Ensure the materials, reagents, and supplies are available and utilized in a cost-effective fashion. Ensure the competency testing is performed and continuing medical education (CME) activities are provided. Participate in the development of planning and equipment purchase for the laboratory. Perform performance appraisal for all employees. Monitoring reagents, equipment function, and preventive maintenance. Represents the laboratory department in the interaction with other departments and members of the health care team. Serves on Hospital and Departmental committees as directed. Other duties as directed or assigned by the chairperson. Laboratory Information System (LIS). 1. Contact vendors: Part of my goals is business development scope, having the responsibility for maintaining and developing business among existing clients, identifying new clients for existing services, investigating and identifying new services in the markets, in which the hospital should, operates, providing appropriate proposal for participation in the markets. 2. Participate in several CAP inspection for KFSH, Riyadh, KFSH Jeddah, Aramco Hospital, NGH Riyadh, and American Hospital in Dubai, American Hospital In Beirut (AUB), American Hospital in Beirut, and other hospital in the Gulf and Middle east area, recently I inspected Aramco Health Centre in two different hospitals, King Faisal Specialist hospital in Riyadh and Jeddah. As a Special Hematologist and Quality Control Coordinator in King Faisal Specialist Hospital & Research Center, I was in charge for the following principle duties: a. ROUTINE HEMATOLOGY: Perform ESR Retics, Body Fluids, CSF Cell Count and Cytospin. Synovial Fluid Cell Count and Crystals, Eosinophil Count, WBC Differential and Cell Morphology, Manual Hemoglobin and Hematocrit, Manual Platelet Count, Normal and Abnormal Differential. Operate and maintain Coulter STKS and Coulter STKR,
As a Special Hematologist and Quality Control Coordinator in King Faisal Specialist Hospital & Research Center, I was in charge for the following principle duties: a. ROUTINE HEMATOLOGY: Perform ESR Retics, Body Fluids, CSF Cell Count and Cytospin. Synovial Fluid Cell Count and Crystals, Eosinophil Count, WBC Differential and Cell Morphology, Manual Hemoglobin and Hematocrit, Manual Platelet Count, Normal and Abnormal Differential. Operate and maintain Coulter STKS and Coulter STKR, the new Cell-Dyne CD-4000, CD-3500, and CD-1700 Analyzers including full calibration, troubleshooting, and maintenance. And recently I am working in ADVIA-60 and ADVIA-120, plus the calibration, maintenance quality controls, and troubleshooting. b. COAGULATION: Perform PT, PTT, Fibrinogen, Thrombin Time, Reptilase Time, FDP, D- Dinner and Bleeding Time. Operate the ACL-3000 and recently, the BCT and BCS Analyzers. c. SPECIAL HEMATOLOGY: Perform Hemoglobin electrophoresis, HPLC (High Performance Liquid Chromatograph, ) Cellulose Acetate and Citrate Agar, Iso Electric Focusing (IEF). Radio Immuno Diffusion (RID) for quantitation of Hb-F, Sickle Thal Column Chromatography for HB-A2 quantitation. Sickledex, sodium metabisulphate for sickle hemoglobin, Hb-H preparation, Heinz bodies’ preparation, sucrose lysis test, and hams test, osmotic fragility, G6PD, pyruvate kinase, plasma viscosity. Also perform, kleihauer stains, Wright Giemsa stain, malaria stain. RBC Enzyme Essay. d. BONE MARROW: Perform and prepare Bone Marrow slides for Pathologist’s preliminary results, with both routine and special staining. E- POINT OF CARE TESTING: In charge for point Of Care Testing in the hospital, including Cardiac Reader For (Troponin T, Myoglobin and d-Dimer), Coaguchek Pro machine for (PT, PTT and ACT), Glucometers for Glucose, urine analysis, pregnancy tests. Performing all the QCs, evaluation and parallel study on them. Team Leader, Acting Lab. Director, performing all the duties and Responsibilities of the lab. Director, in addition to the Quality Assurance of the lab. Moreover, a Safety Officer and a Point Of Care Coordinator for the hospital. (GPPR, SCHEDULES, ORDERING AND SUPPLIES, CAP INPECTION (AS I AM A MEMBER OF THE COLLEGE OF AMERICAN PATHOLOGIST)
Rotating between Hematology, Micro koko by and Clinical Chemistry areas
Master degree: Executive Master of science in Health Administration (EMSHA). University of Alabama at Birmingham’s (UAB’s) Executive Master of Science in Health Administration Program Class: Graduate Curriculum 1: GR, MSHA in Health Administration College: Health Professions Department: Health Services Administration Degree: MS in Health Administration Major: Health Administration Concentration: International Healthcare Mngmt
BSC degree as a Medical Laboratory Technologist, from University of Science & Technology / Irbid (Previously Tarmouk University) Certified by Saudi Council For Health Specialties, (Certified by MOH). A registered or licensed medical laboratory who works with senior management within the department, and elsewhere in the organization, to ensure the delivery and ongoing development of an effective, quality diagnostic service for users.
Memeber at the College of American pathologists (CAP, and was recognized by the college for demonstrating knowledge of CAP process, inspection techniques, and commitments to helping laboratories improve patient care. She had conducted lectures/workshops on Update in Laboratory Quality & Accreditation Course, which covers the importance of Q-TRACKS in order to have an accurate tracking system performance in laboratory. She had organized, plan and implement all technical and administrative activities required by Saudi Arabia Ministry of Health, JCI, CAP and AABB standards for laboratories. She is an active member of College of American Pathologist for Medical Laboratory Accreditation in the Middle East.