How to organize workforce in International Patient Department in a hospital setup?

Feb 29th 2024

The International Patient Department (IPD) in a hospital caters specifically to the needs of patients coming from other countries for medical treatment. This department ensures that international patients receive comprehensive care coordination, from initial contact through treatment and follow-up, often encompassing services beyond clinical care to include logistical support, translation, and cultural sensitivity. Organizing an IPD involves structuring a team that can handle a diverse array of tasks tailored to the unique needs of international patients. Here’s how the hierarchy in an IPD could be structured:

Top of the Pyramid: Leadership

IPD Director: Oversees the entire operation of the International Patient Department, setting strategic direction, managing relationships with international partners, and ensuring high standards of service for international patients. The Director coordinates with medical and administrative departments to align hospital services with the needs of international patients.

Middle Management

Operations Manager: Responsible for the day-to-day operations of the IPD, focusing on process efficiency, staff performance, and patient satisfaction. This role involves managing staff schedules, overseeing patient care coordination, and ensuring compliance with healthcare regulations and standards.
Clinical Coordinator: A medical professional who acts as a liaison between international patients and the medical team. They coordinate clinical aspects of patient care, including scheduling appointments, surgeries, and follow-up care, and ensure medical reports are communicated effectively.
Patient Relations Manager: Focuses on the non-clinical aspects of patient care, including addressing complaints, ensuring cultural and linguistic needs are met, and improving the overall patient experience.
Department Coordinator: Manages administrative tasks within the IPD, supports team coordination, and assists in the implementation of department policies and procedures.

Frontline Staff

Patient Navigators/Case Managers: Guide patients through the healthcare system, helping with medical appointments, hospital admissions, and billing processes. They provide personalized assistance to ensure a smooth and stress-free experience for international patients.
Medical Interpreters/Translators: Critical to the IPD, they facilitate communication between patients and healthcare providers, translating medical consultations, consent forms, and patient education materials.
International Patient Liaisons: Serve as the first point of contact for international patients, offering information about services and support available, assisting with travel and accommodation arrangements, and providing orientation to the hospital’s facilities.

Supportive Roles

Administrative Assistants: Handle paperwork, appointment scheduling, and communication tasks, ensuring that all administrative aspects of patient care are efficiently managed.
Financial Counselors: Assist patients with financial arrangements, providing information on treatment costs, payment options, and insurance claims.

Integration of Department Coordinator

The Department Coordinator in the IPD plays a pivotal role in ensuring the smooth operation of the department by handling administrative duties, facilitating communication within the team, and coordinating between the IPD and other hospital departments. By effectively managing these tasks, the Coordinator helps to streamline processes, improve patient satisfaction, and enhance the efficiency of service delivery to international patients. This role is essential for maintaining the high level of organization and support that international patients require during their medical treatment abroad.