Leader, Patient Experience Measurement, Bc Mental

2 weeks ago

Vancouver, Canada PHSA Full time

**Leader, Patient Experience Measurement**
BC Mental Health & Substance Use Services

Vancouver, BC

**As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.**

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient and employee safety is a priority and a responsibility shared by everyone at PHSA, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Reporting to the Director, Patient Experience & Community Engagement, the Leader, Patient Experience Measurement, contributes crucial expertise to the development of a robust strategy for the integration of person centred metrics in how BCMHSUS measures performance at a team, program and system-wide level. As such, the Leader, Patient Experience Measurement is able to bridge technical knowledge of data analysis and reporting, methodological knowledge of patient centered measurement best practices, and strong facilitation skills to continuously partner with provincial, regional and local stakeholders, including the Patient Experience team, clinical programs, providers and staff, and the BC Patient Centred Measurement Steering Committee. The Leader, Patient Experience Measurement is also responsible for deployment of appropriate tools and technical infrastructure to enable sustainable collection of person centred metrics, and for the design, development and production of analysis and reporting for a variety of audiences. The Leader of Patient Experience Measurement will have opportunity for innovation, and will collaborate with stakeholders to build organizational capacity for person centred measurement, provide full-circle support to initiatives aimed at improving experiences of care, and contribute to growing human connections in care. As such, the role may include providing person centred measurement expertise and collaboration on special projects and events, as well as ongoing initiatives and priorities aimed at advancing person centred care.

**What you’ll do**
- Leads the development, implementation and evaluation of patient experience measurement activities in conjunction with regional mental health, substance use and correctional health centres, health authorities and primary care providers by determining priorities and objectives to promote evidence-informed approaches for patient experience and capacity building within the community.
- Acts as expert resource for the Patient Experience team on person centred measurement, including advising on validated tools and methodology based on best practices, developing metrics aligned with initiative goals, and ensuring technical feasibility of deliverables.
- Provides dedicated support to the Patient Experience team for quantitative and qualitative data analysis, including identification of key themes and development of visually engaging, intuitive reports for different audiences (frontline clinicians, operational leaders, senior and executive leaders, members of the public).
- Provides expert recommendations to the Patient Experience, System Improvement and Quality Analytics teams on VCH’s strategy for elevating person centred measures as an integral component of team, program and system-level performance monitoring, including end-to-end measurement approaches to sustainably report on and evaluate improvement.
- Contributes to the design of key enabling technical infrastructure and reporting processes for person centred measurement.
- Administers current and future-state infrastructure to ensure timely deployment, analysis and reporting of person centred measurement initiatives.
- Contributes to growing capacity for human experience improvement at VCH, including participation in design and delivery of education, presentations and literature, as well as participation in applicable communities of practice and stakeholder engagement (i.e. Beryl Institute, CIHI).
- Performs other related duties as assigned.

**What you bring**
- A level of education, training, and experience equivalent to a Master’s Degree in a related health field. A minimum of five years’ experience as a manager, coordinator or leader in a health related field developing community based health programs.
- The Leader is expected to be able to travel locally, provincially and nationally. The incumbent is required to have suitable efficient transportation.
- Demonstrated strong program evaluation and research skills and experience in a leadership position. Effective planning and communication skills. Strong negotiation, mediation and facilitation skills. Demonstrated commitment to change and process management. Strong analytical, problem solving and critical thinking skills. Knowledge of current and emerging evidence based practice in standards and guidelines, continuing education and adult learning principles. Experience in patie

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