TORIKA Tabua has proven that her dedication to patient care transcends the traditional boundaries of an office role at ZENS Medical Health Centre in Nadi. As the team leader of the communications department, she was honored with the patient journey champion award during the centre’s 25th anniversary celebration held at the Sheraton Fiji Golf and Beach Resort in Denarau last month.
The 45-year-old from Nawaka has adeptly balanced her professional life with her responsibilities as a mother of three during her three years at ZENS Medical. In her communication officer role, she not only manages bookings for doctors but also actively supports customer service. “I sometimes step out of my office to assist patients in urgent situations,” Ms. Tabua explained.
Her department serves as a critical hub for the medical centre, ensuring that patient inquiries—whether through email, Viber, or phone calls—are directed to the appropriate departments efficiently. Recognizing that transferring calls can often lead to confusion and frustration for patients, Ms. Tabua emphasized the importance of being knowledgeable about the services and costs offered, which helps provide seamless assistance.
Handling frustrated customers is part of her daily routine, and Ms. Tabua shared, “We try to calm them down.” Whether it’s concerns about delayed blood test results or additional inquiries, she prefers resolving issues directly rather than redirecting calls. Her training experience with patient journeys has equipped her to address such challenges effectively.
Drawing from her previous role at the Fiji Women’s Crisis Centre, Ms. Tabua has cultivated strong skills in managing agitated customers. Her advice for others in the field is to remain authentic and prioritized patient care. “We need to embody qualities like compassion and care because the patient’s journey is paramount,” she stated.
Since its establishment in the early 2000s, ZENS Medical Centre Pte Limited has expanded its range of general practitioner, radiology, and imaging services across branches in Nadi, Namaka, Denarau, and Lautoka. The organization has witnessed considerable growth, now employing 173 staff members, including 30 doctors across eight centers.
This story reflects how individuals like Ms. Tabua make a notable impact on patient care while managing multiple roles. Her commitment serves as an inspiring example of compassion in the healthcare field. As ZENS Medical continues to grow, it fosters a culture of excellence in patient service, which is essential for community health and well-being.
Leave a comment