ppt 1 – Briefly describe internship role in the Patient Relations Department at the Security Forces Hospital Program
Discussion 1 Briefly describe your internship role in the Patient Relations Department at the Security Forces Hospital Program in Dammam The training period was for two continuous months in the Security Forces Hospital program in Dammam with the Director of the Patient Relations Office. I learned about the main tasks and responsibilities of the Director of the Patient Relations Department, such as: • • • • • • • preparing a proposal for the department’s strategic plan and contributing to its development, and preparing and following up on the implementation of operational plans to ensure their balance with the department’s objectives. Establishing principles and controls to manage and direct operations and improve productivity. Strengthening relationships with internal and external partners to ensure that services are provided according to the best standards. Develop programs that promote continuous learning, develop, train and motivate work teams to ensure the provision of services of the highest quality. Monitor performance indicators periodically and prepare reports on the department’s achievement rates and submit them to the department director. Participate in preparing the department’s budget in coordination with the relevant units in the entity. Providing the necessary support to the department director and performing any other tasks assigned to him. The specialized duties of the Patient Relations Manager include: • • • • • • Supervising the establishment of a system of patient rights and duties, provided that it complies with local and federal laws and regulations in the Kingdom of Saudi Arabia. Defining and announcing the document of rights and responsibilities of patients and their families, including the mechanism for implementing this document. Oversee the formulation of rules and regulations for all healthcare providers regarding the application and violation of patients’ rights. Supervising the preparation and development of work policies and procedures related to patients’ rights, their relationships, and mechanisms for dealing with their complaints and comments, with the aim of achieving the satisfaction of patients and their families. Follow up on patient issues, complaints and suggestions and take the necessary measures to resolve them and prevent their recurrence in cooperation and communication with the departments responsible for complaints and suggestions. Supervising and ensuring the implementation of the rights of patients and their families in accordance with international standards and scientific evidence, and following up on their implementation. • • • Conduct research and statistical studies that identify problems related to patients and their families, measure their satisfaction, analyze those results, and take measures to solve them. Ensure compliance with patients’ rights and responsibilities by establishing appropriate central performance measures, policies, procedures and surveys. Supervising the implementation of training and guidance programs (induction) and appropriate awareness programs for those interested in the rights and duties of patients. What differences have you noticed as you have transitioned from your role as student to intern? One of the main differences I noticed when I transitioned from student to intern was the level of responsibility. When I was a student, my main focus was on academic matters, such as attending lectures, preparing homework, and studying for exams. During the training period now, the Patient Relations Manager explained to me the administrative tasks assigned to me, and after training and verifying my professional competence, I was assigned administrative tasks and projects under the supervision of the Patient Relations Manager. I applied what I learned at university theoretically to practical application, and thus my level of responsibility and accountability for my work increased. What new knowledge or skill have you learned since starting your training? • Since the beginning of the training, I have learned many skills such as: 1. 1. The ability to communicate with other departments and 2. 3. 4. 5. solve patient-related problems. Familiarity with all relevant policies, procedures and regulations in the field of work in the Patient Relations Department. I learned analytical skills and preparing administrative reports. I learned how to determine performance indicators for employees. I learned about planning, organizing and developing. In conclusion, my training at the Security Forces Hospital in Dammam in the Patient Relations Department was an enjoyable experience that enriched my knowledge, skills, and perspective in managing patient-related problems and improving the level of service quality. I am grateful for the opportunity to learn from dedicated healthcare professionals, contribute to improving patient care, and grow as a future healthcare administrator. DISSCUSION 2 What did you learn from reading or class discussions that you applied in your training? I learned a lot of information about health care management, such as health care policy, health insurance coverage, health care financing, quality improvement and patient safety, and how to manage health care, through the Master’s program in health care management. the lessons I learned from the training sessions and class discussions greatly influenced how I applied what I learned during the internship. I used this knowledge throughout my training in the Patient Relations Department by actively participating in supervising the establishment of a system of patient rights and duties, consistent with local and federal laws and regulations in the Kingdom of Saudi Arabia. Oversee the formulation of rules and regulations for all healthcare providers regarding the application and violation of patients’ rights. Supervising the preparation and development of work policies and procedures related to patients’ rights, their relationships, and mechanisms for dealing with their complaints and comments, with the aim of achieving the satisfaction of patients and their families. Follow up on patient issues, complaints and suggestions and take the necessary measures to resolve them and prevent their recurrence in cooperation and communication with the departments responsible for complaints and suggestions. Supervising and ensuring the implementation of the rights of patients and their families in accordance with international standards and scientific evidence, and following up on their implementation. Conduct research and statistical studies that identify problems related to patients and their families, measure their satisfaction, analyze those results, and take the necessary measures to solve them. Ensure compliance with patients’ rights and responsibilities by establishing appropriate central performance measures, policies, procedures and surveys. Supervising the implementation of training and guidance programs (induction) and appropriate awareness programs for those interested in the rights and duties of patients. Which courses/subjects could be expanded or added that would have helped you perform the internship better? Attending more training courses and classes in healthcare management would improve my preparation for training and enhance my knowledge quotient, thus improving my performance during the training period. In addition, further training courses in health care management and methods for improving the quality of health care can help enhance my readiness to lead and implement projects to improve the quality of health care, patient safety, and patient satisfaction. How does this internship experience change your views? My training in the Patient Relations Department focused on the ability to communicate with other departments and solve patient-related problems. By working closely with the Patient Relations Manager and other healthcare managers, I gained a deep understanding of the multidisciplinary nature of healthcare delivery and the interconnectedness of the many departments and stakeholders within the healthcare organization. Near the end of the training period, I learned many skills such as: – Familiarity with all relevant policies, procedures and regulations in the field of work in the Patient Relations Department. I learned analytical skills and management reporting. I learned how to set performance indicators for employees. I learned to plan, organize and develop. In conclusion, my training at the Security Forces Hospital in Dammam in the Patient Relations Department was an enjoyable experience that enriched my knowledge, skills and perspective in managing patient-related problems and improving the level of service quality. I am grateful for the opportunity to learn from dedicated healthcare professionals, contribute to improving patient care, and grow as a future healthcare administrator.
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