DESCRIPTION
During Hospital Care
Inpatient care a. International Operations O cers or Expatriate Liaison O cers or Customer Advocate O cers assigned as IPD Service Coordinators or Arabic IPD Case Management assist patients for room orientation. b. International Operations O cers or Expatriate Liaison O cers or Customer Advocate O cers assigned as IPD Service Coordinators or Arabic IPD Case Management visit patients daily to inquire concerns and ensure satisfaction on services being provided in patient’s language of choice. c. Attending Nurses provide daily nursing care in coordination with International Operations O cers or Expatriate Liaison O cers, Arabic IPD Case Management and MCO Coordination Physicians (if require linguistic or cultural support) d. International Operations O cers or Expatriate Liaison O cers provide interpretation and cultural supports upon request by patients/family members e. MCO Coordination Physicians provide medical coordination and facilitate family/care team conferences upon request by patients/family members or medical care team. f. International Operations O cers or Expatriate Liaison O cers or Customer Advocate O cers assigned as Service Coordinators or Arabic IPD Case Management and Voice of Customer sta s provide assistance when there are service issues involved.
Outpatient care
a. International Operations O cers or Expatriate Liaison O cers or Arabic Operations provide translation and cultural supports upon request by the patients/family members through the registrar or medical team. b. MCO Coordination Physicians provide medical explanation and coordination support upon requests by patients/family members/and medical team or when questions or concerns about medical care are raised. c. When patient raise any concerns regarding service, Customer Advocate and Voice of Customer are called to listen and handle the concerns promptly. Patient or family members can also reach them via dial *1 from the room.
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