Patient Experience Representative

7 months ago

Brampton, Canada William Osler Health System Full time

Company Description

One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.

A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.

At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today

**Job Description**:
Reporting to the Manager, Patient Experience, the role of the Patient Experience Representative is to ensure the patient and family voice is heard and demonstrate a commitment to patient and family engagement where all feedback in the form of a complaint, compliment and inquiry is acknowledged, responded to, documented and shared to enable quality improvement and organizational learning.

Accountabilities:

- Lead a timely, impartial and consistent patient relations process in accordance with Regulation 188/15 of the Excellent Care for All Act (ECFAA) (2015)
- Collaborate with clinical teams and operational programs to mutually resolve complaints and participate in a culture of transparency and shared learnings where patient, substitute decision maker, estate trustee and family feedback contribute to improving patient experience, and enhancing quality and patient safety
- Provide coaching for clinical and operational teams to promote people centred care and service recovery best practices and facilitate an efficient and effective complaints management process through to resolution
- Liaise with Enterprise Risk Management, Quality, Professional Practice, Medical Staff Office, Communications, etc. as required to facilitate resolution of the complaint/concern to ensure organizational risk is appropriately managed
- Participate in critical and serious incident quality of care reviews (QCCR) and facilitate secondary disclosure meetings with clinical colleagues and either the patient/patient representative/estate trustee and/or family as necessary in accordance with the Disclosure of Harmful Patient Safety Incidents Policy
- Ensure timely communication is maintained during the QCCR process with patients, patient representatives, estate trustees and families and support communication and in-person meetings with patients/families when required
- Identify compliments and opportunities to recognize excellence in people centred care whenever possible, and help teams to celebrate and share these successes
- Document and adhere to standardized expectations regarding complaint management documentation and related follow up activities into a database to track and trend patient/patient representative and family feedback
- Respond to complaint management requests from the provincial patient ombudsman in a thorough and standardized manner
- Orient new staff to the Patient Experience office and the patient relations process including complaint resolution and compliment management program via our corporate orientation program

**Qualifications**:

- University degree in a health related or equivalent field (Masters degree in a health related or equivalent field an asset)
- Regulated health professional designation an asset
- Awareness of and/or lived experience with equity, inclusion and anti-discrimination practices an asset
- Minimum three years recent experience in a patient relations role within a healthcare setting or minimum one year recent experience in a leadership role within a health care setting
- Training and/or courses in the following areas: complaint management, mediation training, conflict negotiation, crisis intervention, alternative dispute resolution
- Understanding of the health care system, locally, provincially and federally with knowledge of health legislation including ECFAA, Freedom of Information and Privacy Protection Act and Personal Health Information Protection Act
- Experience and knowledge of departmental functions and interdependencies in acute care settings
- Superior judgment, analytical, problem solving, negotiation and conflict resolution skills in managi

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