TORIKA Tabua is redefining the boundaries of patient care at ZENS Medical Health Centre in Nadi, where she serves as the team leader of the communications department. Her dedication to her role was recognized when she received the patient journey champion award during the center’s 25th anniversary celebration at the Sheraton Fiji Golf and Beach Resort in Denarau last month.
At 45 years old and a resident of Nawaka village, Ms. Tabua has managed to balance her demanding professional role with her responsibilities as a mother of three, a testament to her multitasking abilities. In her position, she handles a variety of tasks, including making doctor appointments and facilitating patient referrals. However, her contributions extend beyond her office; she often steps out to assist with customer service, ensuring patients receive the urgent help they need.
“The communications department acts as a hub for ZENS Medical, providing critical assistance through various channels like email, Viber, and phone calls,” Ms. Tabua explained. She emphasizes the importance of minimizing patient frustration by being knowledgeable about the services and costs before addressing their needs, thereby streamlining the process.
Handling frustrated patients is a common aspect of her job. Ms. Tabua and her team prioritize calming distressed patients, addressing concerns such as delays in receiving blood test results right away instead of transferring calls to other departments. This approach stems from extensive training in managing patients’ journeys and enhancing their overall experience at the center.
Her earlier experience at the Fiji Women’s Crisis Centre has equipped her with valuable skills in managing agitated customers, reinforcing the importance of being compassionate and caring in her line of work. “My advice would be to just be yourself,” she noted. “The patient’s journey must always be our priority.”
ZENS Medical Centre Pte Limited, which offers general practitioner and radiology services, has expanded its reach from Nadi to Namaka, Denarau, and Lautoka since its establishment in the early 2000s. Today, the center employs 173 staff members, including 30 doctors and operates eight facilities, which underscores its commitment to community health and wellness.
This story highlights the impact one individual can have within a healthcare setting, showcasing how compassionate service and effective communication can significantly enhance patient experiences. It is a reminder of the vital role dedicated staff play in healthcare environments, providing not just medical care but also emotional support to patients in need.
Moreover, Ms. Tabua’s journey reflects the potential for personal growth amid professional challenges, inspiring others to follow their passions while juggling multiple responsibilities.
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