TORIKA Tabua exemplifies dedication in her role at ZENS Medical Health Centre in Nadi, showing that her commitment to patient care extends far beyond the confines of her office. Recognized as the patient journey champion during the organization’s 25th anniversary celebration held at the Sheraton Fiji Golf and Beach Resort, Ms. Tabua’s contributions highlight her proactive approach in bridging communication gaps and enhancing the patient experience.
At 45 years old and a mother of three, Ms. Tabua has skillfully balanced her family responsibilities with a thriving career in the communications department. In her role, she handles doctor bookings, facilitates referrals, and often steps out to assist with customer service. Understanding the urgency of patients’ needs, she takes the initiative to guide them to the appropriate departments when they require immediate attention.
The communications department serves as a vital hub at ZENS Medical, where addressing patient inquiries via email, Viber, or phone calls is crucial. Ms. Tabua emphasizes the importance of minimizing call transfers to prevent confusion and frustration among patients. Her approach to managing patient emotions, especially in stressful situations, is a testament to her training and experience, notably her previous work at the Fiji Women’s Crisis Centre.
Drawing from her experiences, Ms. Tabua shares valuable advice: being authentic and compassionate is key. She believes that the priority should always be the patient, fostering a caring environment that prioritizes their journey.
ZENS Medical Centre has expanded significantly since its establishment in the early 2000s, now boasting 173 employees, 30 doctors, and multiple branches across Nadi, Namaka, Denarau, and Lautoka.
This story of Ms. Tabua is not just about individual achievement; it reflects a broader commitment to patient-centered care that is vital in the healthcare sector. With professionals like her leading the way, there is hope for ongoing improvements in patient experiences as healthcare facilities continue to evolve and focus on compassionate service.
In summary, Torika Tabua is a shining example within ZENS Medical Health Centre, showcasing how dedication and effective communication can transform the patient experience. Her journey emphasizes the significance of empathy and professionalism in healthcare, inspiring hope for continued excellence in patient care.
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