Patient Welfare Officer (Psychiatric Hospital)

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—especially underprivileged individuals—receive dignified care, timely guidance, and smooth access to services within the hospital.

• Facilitate patients and attendants regarding OPD/IPD procedures, admissions, discharges, and follow-up processes.
• Guide patients and families on hospital rules, treatment processes, visiting hours, and available welfare support.
• Support vulnerable patients (financially weak, abandoned, homeless, or high-risk cases) in accessing care.
• Maintain patient dignity and confidentiality, especially in psychiatric-sensitive cases.
• Conduct patient welfare screening and need assessment for financial assistance, discounts, and concessions.
• Verify patient documents and collect relevant information for welfare approval.
• Coordinate with management/committee for approval of welfare cases as per hospital policy.
• Maintain welfare case records, supporting documents, and approvals in an organized manner.
• Liaise with psychiatrists, psychologists, RMOs, nursing staff, and administration to ensure smooth patient handling.
• Coordinate urgent welfare support for emergency admissions and critical psychiatric cases.
• Support staff in managing difficult patients/attendants by using appropriate communication and de-escalation techniques.
• Provide basic counselling and guidance to patients and attendants regarding treatment compliance and follow-up.
• Receive patient complaints, document them properly, and coordinate resolution with relevant departments.
• Ensure patient feedback is taken respectfully and escalated when required.
• Support discharge planning in coordination with doctors, nursing staff, and patient attendants.
• Ensure patients are properly briefed about follow-up appointments, medication instructions, and future care plans.
• Coordinate welfare support for medicines or follow-up services where applicable.
• Maintain daily logs, welfare registers, patient support records, and concession details.
• Number of welfare cases
• Amount/percentage of concessions
• Pending approvals
• Complaints and resolution status
• Ensure accurate record keeping and confidentiality of patient data.
• Coordinate with Resource Development/Donations team for welfare cases requiring external support.
• Assist in linking deserving patients with donors, NGOs, zakat funds, or hospital welfare programs.
• Maintain transparency and ethical handling of welfare funds and cases.
• Strong interpersonal and communication skills (Urdu and English preferred).
• Empathy, patience, and sensitivity in dealing with psychiatric patients.
• Ability to manage difficult situations and handle emotional attendants.
• Basic counselling and conflict-handling skills.
• Strong documentation and reporting skills.
• Ability to maintain confidentiality and ethical conduct.
• Team coordination and follow-up orientation.

Minimum Qualification

• Bachelor’s degree in Social Work / Sociology / Public Health / Humanities or equivalent.

Preferred

• Master’s in Social Work / Sociology / Public Health.

Experience

• 2–3 years experience in hospital welfare, patient facilitation, social work, or healthcare support services.
• Experience in mental health/psychiatric hospital will be an added advantage.

Job Type: Full-time

Work Location: In person