Patient Experience Specialist

3 weeks ago

Belleville, Canada Quinte Health Care Full time

Company Bio

Our family of four hospitals play an integral role in improving lives and creating healthier communities. We work together as one team across our hospitals to provide local and regional health care services, and also work in partnership with our communities to improve access to high-quality care, close to home. We are incredibly fulfilled by the work that we do, and proud of our dynamic teams of staff, physicians and volunteers who care deeply about our patients, and each other. We don’t just serve our communities; we are part of them. We live here, raise our families here and, quite often, retire here in the community that we love. Quinte Health is always looking for compassionate, dedicated people to join our team. We have a wide range of exciting roles, some which involve working across more than one of our hospitals, and some which are situated at just one hospital.
Position Summary
The Patient Experience Specialist, working collaboratively with the Director, provides support to programs & departments to ensure that the patient & family experience is aligned with Quinte Health’s mission to create healthy communities together. The Patient Experience Specialist has two primary areas of responsibility, overseeing the Patient Experience Office functions and supporting the organization’s alignment to Accreditation Canada standards. With this combined focus on the patient & family experience, the Patient Experience Specialist contributes to identifying quality improvement opportunities and building internal capacity to enhance the patient experience and care outcomes through strong engagement with staff, physicians and volunteers.

The Patient Experience Specialist will also work closely with the Clinical Risk Specialist in the role of patient representative in Quality Reviews, supporting legal claim management, advising on organizational risk issues, providing input to enterprise risk management, as well as serving as a key support for Program/Department, Organizational or Board-based quality reporting.

The Patient Experience Specialist demonstrates Quinte Health values and supports the organization’s aspirations.
Required
- Minimum 5 years work experience in a health care setting;
- Graduate of a health care profession, health administration program, or related discipline with a completed Baccalaureate Degree or equivalent combination of education and experience;
- Experience with patient relations management;
- Experience in the areas of patient safety, quality improvement and risk management;
- Experience with project management;
- Proficiency in MS PowerPoint, MS Word, MS Excel;
- Familiarity with database management;
- Must be able to work independently, with mínimal supervision;
- Demonstrated success in establishing, leading and maintaining positive change;
- Skilled in conflict management and resolution;
- Established competence in managing multiple complex issues;
- Superior critical thinking skills and ability to generate ideas, fresh perspectives; and
- Possess excellent written, presentation and communication skills.

Duties
Patient Experience Specialist
- Models the values and attributes of staff working in a hospital focused on creating an exceptional patient and family experience and ensuring patient safety;
- Serves as Quinte Health’s Patient Relations delegate (as specified by ECFAA);
- Familiarity with legislation & regulations, including Excellent Care for All Act (ECFAA), Public Hospitals Act, Health Care Consent Act, Substitute Decision Act, Mental Health Act, Privacy of Health Information Act, Quality of Care Information Protection Act;
- Familiarity with Quinte Health’s Patient Declaration of Values;
- Oversees the mandate and activities of the Patient Experience Office according to Quinte Health policy and ECFAA regulations;
- Facilitates the resolution of patient and family concerns in collaboration with directors, managers, direct care providers, and others as appropriate;
- Coordinates and participates in patient/family meetings to facilitate resolution, clarification of issues and/or information as required;
- Serves as Quinte Health’s primary contact for Patient Ombudsmen investigations and coordinates organizational response and takes action to plan & implement identified improvements;
- Mediates and negotiates mutually satisfactory resolutions to issues and concerns between patients/families, direct care teams and the hospital;
- Shares patient and family compliments and ideas for improvement with directors, managers, direct care teams and others as appropriate, as well as supports implementation of improvement ideas;
- Supports physician and staff recognition related to enhancing patient experience;
- Supports the development, implementation and monitoring of Quinte Health’s patient and family engagement strategy, specifically related to patient relations policy;
- Working with the Communications Department, provide consultation on the developmen

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