Indigenous Patient Care Quality Officer

1 month ago

Vancouver, Canada PHSA Full time

**Indigenous Patient Care Quality Officer**

PHSA Corporate

Vancouver, BC

In accordance with the Mission, Vision and Values, and strategic directions of Provincial Health Services Authority patient 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.

The Indigenous Patient Care Quality Officer provides leadership and consultation in the identification, management, resolution and education of patient/client issues, and works in collaboration with key stakeholders to facilitate resolution of complaints, with a primary focus of supporting complaints made by Indigenous patients and families. The Indigenous Patient Care Quality Officer ensures that avenues for client feedback are accessible, and that complaints and concerns are addressed in a timely, appropriate, and respectful manner. The Patient Care Quality Officer is also responsible for managing the system for tracking, analyzing and reporting client feedback activities and identifying opportunities for accountability and improvement for the organization.

**What you’ll do**
- Provides expert support to Directors, Medical Directors and Managers and other senior leaders in the management of client feedback activities, by bringing an Indigenous-specific decolonizing and anti-racist lens to the management of Indigenous and non-Indigenous patient/client and family feedback and complaints activities.
- Collaborates with key stakeholders regarding patient/client complaints and concerns, and supports a culturally safe and appropriate resolution of issues.
- Minimizes risk to the organization by working with risk management as needed.
- Promoting use of client feedback information management system to effectively track and manage client feedback.
- Provides advice and consultation regarding the management of Indigenous client feedback/complaints, including both verbal and written communication and courses of action when initial steps do not resolve issues to a complainant's satisfaction.
- Working in partnership with other staff as needed, supports Indigenous patients and families to report concerns about care.
- Assists Indigenous and non-Indigenous families and clients with the complaints process, with a priority focus on supporting Indigenous patients and families.
- Facilitates effective triaging of complaints, determines appropriate action, and timely follow up in response to patient/family complaints or related situations.
- Assists in the maintenance and development of client feedback information management system (i.e. Patient Safety and Learning System (PSLS) data collection tools and databases), ensuring that client feedback is documented, status of investigation and resolution is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes. Creates standard and ad hoc reports as required. Provides updates, coaching and training on the use of the module and any legislated requirements to users.
- Serves as a liaison between patients/families and the organization and the community, with a focus on Indigenous patients/families and Indigenous communities, assisting patients/families to know and understand their rights and responsibilities and to navigate through the organization’s processes.
- Remains current on relevant legislation, regulations, standards, and common law collaborating with other departments such as Legal Services, Information, Access & Privacy, and Risk Management.
- Provides and facilitates education opportunities for key stakeholders and staff about the unique experiences and priorities of Indigenous patients/families and the requirement of enhancing cultural safety and humility throughout complaints processes.

**What you bring**

**Qualifications**:

- Demonstrated knowledge of pertinent laws and legislation, including the Freedom of Information and Protection of Privacy Act, the Patient Care Quality Review Board Act, and the Residents’ Bill of Rights. Demonstrated comprehensive knowledge of Indigenous worldviews and perspectives of health and wellness and/or demonstrated allyship. Demonstrated proficient knowledge of Indigenous cultural safety and humility within health services contexts. Demonstrated knowledge of systemic discrimination, anti-Indigenous racism, colonization, and social determinants of health. Demonstrated understanding of BC DRIPA, UNDRIP, and Truth & Reconciliation Commission calls to action. Demonstrated knowledge of client relations and complaints management best practices. Demonstrated ability to exercise judgment and sensitivity working with complex, confidential and sensitive issues. Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem solving and conflict resolution skills. Ability to lead, participate and facilitate inter-disciplinary groups in a collaborative environment wi

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