Reporting to the Head of Operations, the candidate will oversee nursing strategy, operations, and clinical functions, ensuring high standards of patient care and safety, managing operations, improving experience, ensuring compliance, and fostering staff engagement.
Reporting to the Head of Operations, the selected candidate will have the responsibility for overseeing the nursing department's strategic, operational, and clinical functions. This role ensures the highest standards of patient care, safety, and nursing excellence while aligning with organizational objectives. The position involves managing nursing operations, improving patient experience, ensuring compliance with healthcare regulations, and fostering a culture of continuous improvement, clinical excellence, and staff engagement.
Duties and Responsibilities:
Strategic Leadership & Governance:
• Lead the nursing department to achieve high-quality patient care aligned with corporate
objectives.
• Develop and implement nursing policies and procedures in compliance with CHKS
accreditation and other regulatory standards.
• Ensure effective governance frameworks, meeting structures, and KPIs for internal
department management and reporting.
• Drive patient-centered care initiatives and uphold the highest standards of clinical
governance and safety.
Quality & Service Excellence:
• Enhance customer satisfaction by monitoring Net Trust Score (NTS >40%) and improving
inpatient (IP) and outpatient (OP) trust scores.
• Ensure complaint resolution time meets the TAT target of 75% resolution within the
timeframe.
• Implement minimum quality standards (MQS) and ensure 5 MQS per department.
• Drive continuous quality improvement (CQI) initiatives and oversee internal audits.
• Oversee risk management by tracking never events, near misses, adverse events,
medical complaints, and data breaches.
Operational Excellence & Patient Care:
• Monitor hospital-acquired infection rates and surgical site infections (SSI <1%).
• Reduce medication incidents per 1000 bed-days to <3%. Optimize ER patient flow,
achieving < 10 minutes wait time for ER Physician and < 30 minutes wait time for inpatient
admission.
• Enhance nursing discharge efficiency ensuring cash patients are discharged within 90
minutes and nursing clearance within 15 minutes.
• Ensure a compassionate and patient-centered approach to care, improving bedside
manners and patient communication.
Clinical & Nursing Services Development :
• Drive clinical competency by ensuring 100% Basic Life Support (BLS), 50% Advanced
Life Support (ALS), and 50% Pediatric ALS training completion for nursing staff.
• Conduct OSCE competency assessments, ensuring 80% of RMOs and specialized
nurses achieve Level 4 competency and 100% of Nurses in other units achieve Level 3
competency .
• Develop and implement training programs to improve staff performance and clinical
knowledge.
Financial & Efficiency Management :
• Manage nursing budgets effectively, achieving financial targets.
• Implement cost-saving measures (Opex reduction, supply chain optimization, and waste
reduction).
• Reduce OT stock aged >360 days and achieve < 0.3% write-offs.
• Conduct internal billing audits to ensure < 20% discrepencies between prescriptions,
charge sheets and final bills.
• Discharge time should be within 90 minutes for cash patients.
Doctor & Patient Engagement :
• Implement the Happy Doctor Strategy, ensuring monthly doctor meetings with >80%
satisfaction.
• Organize 4 Continuing Medical Education (CME) sessions per year with >90%
satisfaction rating.
• Foster collaboration between doctors and nurses to improve multidisciplinary care.
Key Performance Indicators (KPIs) :
• Customer Satisfaction: Trust Score (NTS >40%), inpatient trust score (>92%), outpatient
trust score (>95%)
• Quality & Safety: Infection rates 67%
• Staff Development: 100% BLS, 80% OSCE competency pass rate
• Financial & Efficiency Goals: Reduce OT aged stock >360 days to zero, achieve revenue
growth in maternity, radiology, and cancer units
Relevant Work Profile?
• Bachelor's or Master’s degree in Nursing or Healthcare Management.
• Minimum 10 years of nursing leadership experience in a hospital or healthcare setting.
• CHKS, JCI, or equivalent hospital accreditation experience preferred
• Strong leadership, strategic thinking, financial acumen, and operational excellence.
