Job Summary: Nurse responsible for enhancing the patient experience, collecting feedback, managing data, and implementing quality improvements in hospital care. Key Highlights: 1. Continuous improvement of the patient experience 2. Data management and analysis for process improvement 3. Collaboration with teams to optimize patient care Description: * Bachelor's degree in Nursing * Postgraduate studies in the field * Active and up-to-date registration with the Regional Nursing Council * Proficiency in the full Microsoft Office suite, especially Excel * Print the daily inpatient report, highlighting patients with prior complaints and newly admitted patients, ensuring individualized follow-up and identification of specific needs. * Continuously solicit feedback from patients and/or companions, investigating their experience with São Lucas Hospital’s services to improve service quality. * Practice active listening during interactions with patients and companions, demonstrating empathy and understanding their concerns and needs. * Manually record patients’ and companions’ observations and comments, documenting relevant information for follow-up and decision-making. * Immediately communicate any complaints or dissatisfaction to the responsible coordinator, ensuring prompt intervention and problem resolution. * Address and intervene in issues reported by patients, aiming to resolve dissatisfaction and contribute to a positive inpatient experience. * Explain to patients the purpose and importance of the satisfaction survey sent by the Customer Service Department (SAC) after discharge, encouraging participation and offering assistance with other requests. Apply the sleep quality survey, co* \-lecting relevant data to assess patients’ well-being and comfort during hospitalization. * Clarify to patients the objective and procedure of the sleep quality survey, ensuring understanding and appropriate participation. * Contact the psychology team when necessary, identifying and referring patients requiring emotional or psychological support. * Transcribe patients’ reports daily into the satisfaction survey spreadsheet on Google Drive, organizing and sharing information for analysis and follow-up. * Discuss relevant cases and situations daily with operational management, collaborating to identify solutions and improve processes. * Compile monthly compliments, complaints, and SAC responses, organizing data for analysis and identification of improvement opportunities. * Conduct the hygiene quality survey, approaching patients and explaining the four evaluated aspects, ensuring accurate and relevant data collection. * Promptly relay survey results to the hygiene team, enabling immediate corrective actions and issue resolution. * Manage data analysis spreadsheets, organizing and updating information to enhance operational management’s performance and process monitoring. * Create and update operational management documents, such as Standard Operating Procedures (SOPs) and Systemic Procedures (PRS), ensuring process standardization and efficiency. * Monitor quality management tools, identifying pending items and ensuring implementation of corrective and preventive actions. * Critically analyze reports generated from surveys, identifying trends, improvement opportunities, and areas requiring attention. * Propose and implement improvements to the patient experience, contributing to a welcoming environment and optimizing care processes. * Perform other related tasks of equivalent complexity. * Upon request by the immediate supervisor. 2510260202221833914
João Silva
Indeed · HR
João Silva
Indeed · HR
