Director, Patient and Family Experience

9 months ago

Toronto, Canada SickKids Full time

**About SickKids**:
Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.

When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of _Healthier Children. A Better World_.

Don’t miss out on the opportunity to work alongside the world’s best in paediatric healthcare.

**Position Description**:
Reporting to the VP Clinical/Patient and Family Experience, the **Director, Patient and Family Experience** at the Hospital for Sick Children, Toronto, is a key leadership role responsible for enhancing the overall quality of patient and family experiences. The incumbent will partner with the Medical Lead for Patient Experience to lead a dedicated team in implementing and evaluating the Hospital's Patient and Family Experience Strategy that prioritizes patient and family engagement, experience, and wellness within a culture of child and family-centered care, ensuring the highest standards of satisfaction and engagement. This position plays a vital role in upholding the hospital's commitment to excellence in patient care, education, and research, fostering a compassionate and supportive environment for patients, family caregivers, and staff.

The Director provides strategic leadership to programs and services that will advance the patient and family experience at SickKids and will position SickKids as a global leader in this area. Working closely with the Hospital's senior leadership, clinical and medical leadership, Hospital Risk Management, Clinical Research Services Patient and Community Engagement, Hospital EDI (Equity, Diversity & Inclusion) team, and the Family Centred Care Advisory Committee, the Director will support the achievement of the strategic directions, with a strong focus on the development of innovative programs, evidence-based practice, and the dissemination of new knowledge.

**Here's What You'll Get to Do**:

- **_Strategic & Visionary Leadership_**: Execute the patient and family experience strategy to continuously improve the patient and family experience, aligned with the hospital's strategic directions, mission and values. The Director ensures alignment and an approach that supports enterprise-wide patient/caregiver/community engagement.
- **_People Management_**: Lead and inspire a team of empathic, curious, driven, and creative change makers responsible for patient and caregiver experience and engagement, including hiring, training, mentoring, and performance management. Collaborates with Human Resource partners/leaders, and Interprofessional Practice leaders to ensure appropriate strategies are in place to attract, retain, engage, and develop staff across the Portfolio. Identifies future leaders, creating and implementing individualized career development plan, wherein the Director will utilize skills of coaching and mentoring to support regular communication and performance management.
- **_Partnership and Collaboration_**: Partner and Collaborate with the Family-Centred Care Advisory Council, the Family Advisory Network, and clinical and non-clinical departments to integrate patient and family-centered care principles into all aspects of the hospital's operations, from admission to discharge and within the Ambulatory care areas. The Director will work closely with Clinical Research Services to ensure the patient caregiver experiences and engagement are aligned. With a dedicated commitment to equity, diversity, inclusion, and accessibility, you will play a pivotal role in fostering an environment where every patient and caregiver feels valued, respected, and empowered. In collaboration with the Executive Lead and Strategic Advisor for Equity, Diversity, and Inclusion and within a multidisciplinary team, you will champion initiatives that promote equitable healthcare experiences, celebrate diverse backgrounds, cultures, faiths, and ensure accessibility for all, reinforcing our hospital's reputation as a leader in compassionate and inclusive patient care.
- **_Crisis Management_**: Lead the patient and family experience team in managing sensitive situations and resolving conflicts, always maintaining a compassionate and empathetic approach. Partner with Hospital Risk Management and Clinical Operational Leadership to facilitate resolution of issues and concerns brought to the Office of the Patient and Fa

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