TORIKA Tabua has found innovative ways to extend her support for patients at ZENS Medical Health Centre in Nadi, even while managing her role from her office. Recently honored as the patient journey champion during the center’s 25th anniversary celebration at the Sheraton Fiji Golf and Beach Resort in Denarau, Tabua’s efforts are a testament to her dedication and adaptability.
At 45 years old and a mother of three, Tabua has effectively balanced her personal and professional responsibilities throughout her three years with the organization. In her role as the leader of the communications department, she manages not only patient bookings but also deals directly with customer service issues when needed. This hands-on approach sometimes requires her to assist patients in accessing urgent care by guiding them to the appropriate departments.
“The communications department serves as the hub for ZENS Medical,” she explained. “We handle inquiries through emails, Viber, and phone calls, ensuring that patients receive timely assistance and information without unnecessary transfers that might confuse them.”
Managing frustrated customers is a common challenge in her field. However, Tabua focuses on de-escalating tension and addressing concerns in real-time. Whether patients are anxious about delayed blood test results or other issues, she strives to provide immediate support rather than redirecting calls. Her prior experience at the Fiji Women’s Crisis Centre has equipped her with skills to handle such situations sensitively.
Her guidance to colleagues resonates with her belief in compassion and care for those she serves. “Be yourself,” she advises. “Our priority should always be the patient.”
ZENS Medical Centre has made significant strides since its establishment in the early 2000s, providing general practitioner, radiology, and imaging services across several locations, including Nadi, Namaka, Denarau, and Lautoka. The institution has grown to include 173 employees, alongside 30 doctors and eight centers, reflecting the increasing demand for quality medical services in the region.
This recognition of Tabua’s hard work highlights the importance of compassion in healthcare, demonstrating that even small gestures can create a positive impact on patients’ experiences.
In conclusion, the story of Torika Tabua serves as an inspiring example of how dedication and empathetic service in the healthcare sector can lead to both professional recognition and improved patient experiences.
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