Torika Tabua, the communications team leader at ZENS Medical Health Centre in Nadi, has demonstrated exceptional dedication to patient care, which earned her the title of patient journey champion during the centre’s 25th anniversary celebration at the Sheraton Fiji Golf and Beach Resort in Denarau last month.
At 45 years old and a mother of three, Ms. Tabua has effectively balanced her professional responsibilities with her family life over the past three years. Her role goes beyond traditional communications tasks; she often steps out of her office to assist patients directly, taking them to the appropriate departments when they need urgent help.
“Our communications department functions as a hub for ZENS Medical,” she explained. “When patients reach out via email, Viber, or phone calls, we ensure they receive the necessary assistance without further confusion or frustration.”
Understanding and addressing patient concerns, especially from those who may be anxious about their medical results, is a vital part of her job. Ms. Tabua emphasized the importance of remaining calm and helpful, noting that her previous experience at the Fiji Women’s Crisis Centre equipped her with the skills to manage agitated customers effectively.
“Being compassionate and caring is crucial. Our primary focus should always be on the patient,” she stated.
ZENS Medical Centre, which began in the early 2000s, has significantly expanded its services, now employing 173 staff members, including 30 doctors, across eight centers in Nadi, Namaka, Denarau, and Lautoka.
This story not only highlights Ms. Tabua’s achievements but also emphasizes the importance of compassion in the healthcare sector, demonstrating how emotional intelligence can enhance patient satisfaction and care. Her journey serves as an inspiration to other professionals in the field, showing that dedication and a personal touch can truly make a difference in patients’ experiences.
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