Asst Director, Quality Service Management

Institution: Tan Tock Seng Hospital

Family Group: Administration

Assistant Director, Patient Experience Unit

Quality Service Management (QSM) Tan Tock Seng Hospital

At Tan Tock Seng Hospital (TTSH), we are committed to delivering high-quality and patient-centred care through our service commitment of "Care. Best for You. With You."

We are looking for an experienced and passionate leader to join our Quality Service Management (QSM) team as Assistant Director, Patient Experience Unit (PEU).

This is an opportunity to lead hospital-wide patient experience initiatives, strengthen patient and caregiver partnerships, and drive meaningful service improvements and innovation through collaboration with patients, caregivers and healthcare teams.

The Assistant Director will lead TTSH's Patient Experience Unit and work closely with clinical and operational stakeholders to ensure patient and caregiver voices are systematically incorporated into service planning, improvement and transformation efforts.

You will play a key role in shaping how TTSH:

• Understands patient and caregiver experiences
• Engages patients and caregivers as partners in care
• Builds a culture of service excellence
• Drives meaningful service improvements through systematic integration of patient and caregiver insights

Key Responsibilities

• Lead hospital-wide patient experience initiatives aligned with TTSH's service philosophy and organisational priorities

• Provide leadership for the Service Champion Programme, a network of frontline staff driving service excellence, patient-centred care and ground-up service innovation across the hospital

• Lead the development and growth of Bridge@TTSH, TTSH's patient advocacy programme, and build meaningful partnerships with patients, caregivers and healthcare teams

• Oversee patient experience surveys, feedback and engagement platforms, translate quantitative and qualitative feedback into actionable insights that influence changes and improvements

• Facilitate service improvement and transformation projects using patient-centred approaches and stakeholder collaboration

• Lead and develop a team responsible for patient and caregiver engagement, service culture building and patient experience improvement

Who We Are Looking For

We are looking for a leader who is:

• Passionate about patient-centred care and service excellence
• Comfortable working across diverse stakeholder groups
• Skilled in influencing and facilitating change without direct authority
• Curious, innovative and able to translate insights into action
• Able to balance strategic thinking with operational execution
• Comfortable working in ambiguity and building new capabilities

Preferred Experience

• More than 10 years of working experience in healthcare, service transformation and improvement, patient experience, or related fields.
• Experience in people management, stakeholder engagement, project and programme development.
• Familiarity with patient experience measurement, human-centred design, service design, design thinking or quality improvement methodologies would be advantageous.