Manager, Patient Experience

3 weeks ago

Kitchener, Canada Grand River Hospital Full time

**POSITION VACANCY**: Quality Assurance

**POSITION**: Full Time Manager, Patient Experience and Health Equity

**HOURS OF WORK**: 7.5 Hour Shifts Monday to Friday, Days

**JOB SUMMARY**:
Grand River Hospital (GRH) provides exceptional care to patients in Waterloo-Wellington, Ontario through highly experienced, knowledgeable and compassionate professionals. GRH provides a comprehensive range of care to patients across two main campuses, six partner locations for cancer and kidney care and three community treatment centres. Grand River Hospital employs over 3,200 highly skilled and dedicated employees, over 600 professional staff (such as physicians and midwives) and over 1,000 volunteers.

In May 2023, Grand River Hospital received the largest donation in the hospital’s history by Ralph and Dorothy Kraft, local community builders, innovators, and entrepreneurs. In the spirit of the Kraft family legacy of innovation and inspiration in our community, money from this gift will drive the work to advance and achieve the ambitious goals for quality, patient experience and planning set out in Grand River Hospital’s Strategic Plan, Aiming High.

Reporting to the Director of Quality, Patient Safety & Experience the Manager of Patient Experience and Health Equity will provide leadership and expertise for the improvement of health equity and patient experience by fostering a culture of exceptional care, every time. In this role, you will bring extensive experience and expertise in building a culture of inclusive patient and family centred care throughout the organization. If you are an effective change leader who is passionate about patient experience and health outcomes, then this role is for you

**Key Responsibilities**:

- In collaboration with partners, support the strategic advancement of person-centred care and the execution of the patient and family experience and engagement strategic roadmap.
- Lead the implementation of a health equity framework across the organization.
- Oversee the Patient Relations Office to manage and coordinate the hospitals complaints management processes and procedures and provide regular reports on qualitative and quantitative data to ensure that the experience of care, patient voice and person centred approach is at the forefront of decisions.
- Lead GRH patient and family engagement processes including the recruitment and retention of Patient and Family Advisors, provide support and oversight for the organization’s Patient and Family Advisory Councils and expanding the Patient Partner Network
- Advance the patient experience measurement strategy, including analysis of patient and family feedback through survey data and other mechanisms, support clinical leaders in identifying priorities for improving patient experience and implementing change ideas.
- Partner with other support services, volunteers and clinical operations programs to integrate an inclusive person centred approach across the organization i.e. from the time patients and families enter the building to the time of discharge.
- Spread co-design methodologies across clinical services in order to work collaboratively with patients and families to improve quality of care.

**QUALIFICATIONS**
- Masters Degree in a health-related field e.g. Health Administration, Business Administration
- Regulated health professional preferred
- Advanced training and experience in Patient Experience/Co-Design/Patient Family Centred Care methodologies and Change Management
- Minimum 3 years leadership experience in an acute care hospital setting
- Minimum 5 years healthcare experience
- Proficient understanding of People-Centred Care best practices an asset
- Knowledge and experience in the implementation and adherence to relevant professional practice standards and requirements in legislation such as ECFAA, QCIPA.
- Ability to identify themes arising from complaints that provide quality improvement opportunities.
- Experience, and/or additional training with various components of Diversity, Equity, Inclusion (Indigenous Cultural Safety Training, unconscious bias, allyship etc.) required.
- Experience leading large scale change initiatives with demonstrated ability to manage multiple and complex projects to meet aggressive timelines.
- Demonstrated ability to approach issues and challenges in an innovative and creative manner.
- Excellent interpersonal, communication and presentation skills
- Ability to foster and build relationships, engage and influence others
- Demonstrated expertise in meeting and group facilitation in a culturally sensitive and patient and family centred manner
- Excellent problem solving, negotiation and conflict resolution skills
- Experience in evaluation, measurement, data collection and analysis
- Demonstrated understanding and commitment to health equity and the social determinants of health
- Proficient use of MS Office Applications**APPLICATIONS WILL BE RECEIVED UNTIL THE POSTING IS CLOSED.**

Grand River

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