DESCRIPTION
Responsible people
1. Attending Nurses 2. Patient Coordinator (International Operations O cers or Arabic Excellence Team or Expatriate Liaison O cers)
Associated people
1. MCO Coordination Physicians 2. Voice of Customers O cers 3. Customer Advocate O cers assigned as IPD Service Coordinators
The patient advocacy service is provided according to the following phases:
Pre-Arrival
1. During the pre-arrival process, patients could inquire directly or through third party regarding the healthcare services provided by the hospital. Points of contact for new patients and third party are Patient Correspondence team. Points of contact for some revisiting patients and personally referred patients are Attending Nurses and International Operations O cers or Expatriate Liaison O cer or Arabic Excellence Team. 2. When Patient Correspondence team have di culty communicating with patient due to language or cultural barriers, International Operations or Expatriate Liaison team and Arabic Excellence Team could be contacted. The International Operations or Expatriate Liaison or and Arabic Excellence Team will provide assistance in interpretation whereas MCO Coordination Physicians will provide assistance in medical care cases at any point of providing services.
Arrival
Upon arrival, Customer Advocate O cers assigned as Service Coordinators provide direction to all patients and escort patient upon request. Arabic and Japanese new outpatients can register at Arabic And Japanese Lounge. For all other patients, International Operations O cers or Expatriate Liaison O cers can be requested to assist Registration and Admission sta with the interpretation of the information and assistance of process in the patient’s language of choice.
37
Powered by FlippingBook