Misbha Bashir

Karwan-e-Hayat

The Patient Welfare Officer (PWO) is responsible for ensuring patient and family support services across OPD and IPD, with a focus on patient facilitation, counselling support, welfare assistance, and coordination of financial aid, donations, and concessions. The role ensures that patients&mdash;especially underprivileged individuals&mdash;receive dignified care, timely guidance, and smooth access to services within the hospital.<ul><li>Facilitate patients and attendants regarding OPD/IPD procedures, admissions, discharges, and follow-up processes.</li><li>Guide patients and families on hospital rules, treatment processes, visiting hours, and available welfare support.</li><li>Support vulnerable patients (financially weak, abandoned, homeless, or high-risk cases) in accessing care.</li><li>Maintain patient dignity and confidentiality, especially in psychiatric-sensitive cases.</li><li>Conduct patient welfare screening and need assessment for financial assistance, discounts, and concessions.</li><li>Verify patient documents and collect relevant information for welfare approval.</li><li>Coordinate with management/committee for approval of welfare cases as per hospital policy.</li><li>Maintain welfare case records, supporting documents, and approvals in an organized manner.</li><li>Liaise with psychiatrists, psychologists, RMOs, nursing staff, and administration to ensure smooth patient handling.</li><li>Coordinate urgent welfare support for emergency admissions and critical psychiatric cases.</li><li>Support staff in managing difficult patients/attendants by using appropriate communication and de-escalation techniques.</li><li>Provide basic counselling and guidance to patients and attendants regarding treatment compliance and follow-up.</li><li>Receive patient complaints, document them properly, and coordinate resolution with relevant departments.</li><li>Ensure patient feedback is taken respectfully and escalated when required.</li><li>Support discharge planning in coordination with doctors, nursing staff, and patient attendants.</li><li>Ensure patients are properly briefed about follow-up appointments, medication instructions, and future care plans.</li><li>Coordinate welfare support for medicines or follow-up services where applicable.</li><li>Maintain daily logs, welfare registers, patient support records, and concession details.</li><li>Number of welfare cases</li><li>Amount/percentage of concessions</li><li>Pending approvals</li><li>Complaints and resolution status</li><li>Ensure accurate record keeping and confidentiality of patient data.</li><li>Coordinate with Resource Development/Donations team for welfare cases requiring external support.</li><li>Assist in linking deserving patients with donors, NGOs, zakat funds, or hospital welfare programs.</li><li>Maintain transparency and ethical handling of welfare funds and cases.</li><li>Strong interpersonal and communication skills (Urdu and English preferred).</li><li>Empathy, patience, and sensitivity in dealing with psychiatric patients.</li><li>Ability to manage difficult situations and handle emotional attendants.</li><li>Basic counselling and conflict-handling skills.</li><li>Strong documentation and reporting skills.</li><li>Ability to maintain confidentiality and ethical conduct.</li><li>Team coordination and follow-up orientation.</li></ul>Minimum Qualification<ul><li>Bachelor&rsquo;s degree in Social Work / Sociology / Public Health / Humanities or equivalent.</li></ul>Preferred<ul><li>Master&rsquo;s in Social Work / Sociology / Public Health.</li></ul>Experience<ul><li>2&ndash;3 years experience in hospital welfare, patient facilitation, social work, or healthcare support services.</li><li>Experience in mental health/psychiatric hospital will be an added advantage.</li></ul>Job Type: Full-timeWork Location: In person

Patient Welfare Officer (Psychiatric Hospital)

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Karwan-e-Hayat

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Patient Welfare Officer (Psychiatric Hospital)