Patient Relations

3 days ago

Ottawa, Canada Queensway Carleton Hospital Full time

**General Posting Information**

**POSITION**:

- Patient Realtions & Quality Coordinator**DEPARTMENT**:

- Patient Care**CONDITIONS**:

- Full-time**SHIFTS**:

- Days-
**WAGE RANGE**:

- Scale Minimum Maximum- NONU $48.66/hr $56.12/hr**JOB SUMMARY**

The Patient Relations and Quality Coordinator represents the hospital to patients and families who have comments to make regarding their experiences. The incumbent investigates and follows up on complaints, bringing each situation to a satisfactory closure where possible. In addition, this position plays an important role in identifying and reviewing situations in which quality of care has been potentially compromised, and participating in Quality Reviews and other quality activities.

**RESPONSIBILITIES**:
**Manage and Resolve patient concerns**:

- Manages patient concerns through investigation, engaging interprofessional teams, facilitating case reviews.
- Participates in the development and analysis of quality, patient safety and patient experience metrics to formulate recommendations for improvement.
- Assists with or directly facilitates resolution of disputes and negotiates acceptable solutions for issues identified by patients and families.
- Liaises with patients/families during corporate responses to patient incidents and critical patient incidents.
- Supports quality reviews as directed from the investigation phase through to the implementation of recommendations.
- Drafts correspondence on behalf of the CEO and other Senior Managers, as requested.
- Maintains RL Feedback system with timely, accurate and thorough entries to follow up on compliments and concerns.

**Support Quality and Patient Safety activities**:

- Supports committees and task teams with a quality or patient safety mandate in carrying out their objectives (e.g. Safe Mobility Committee, Safe Medications Committee, Corporate Risk and Patient Safety)
- Coordinates, advises on, and executes special projects related to quality improvement and patient safety.
- Analyzes appropriate incident reporting data to provide input to individuals and committees as requested.
- Supports the Accreditation Canada process, particularly in connection with quality, patient safety & patient relations aspects.

**Consultation/Education**
- Provides consultative services to Managers, as appropriate, on patient concerns management and quality of care issues.
- Assist with the development and implementation of policies, procedures, and supporting materials and education and in-service hospital staff, management staff, medical staff and others as appropriate on patient concerns management and quality matters.
- Develops education, information strategies, implantation plans and supporting materials and education.
- Participates on corporate QCH committees.

**REQUIREMENTS**:
**Education and Experience**:

- Baccalaureate degree in a Health Care specialty completed or in progress
- Health Care Professional with five (5) or more years’ experience in a hospital environment
- Experience in quality & patient safety initiatives is preferred
- Experience interpreting, analyzing, and presenting data preferred

***Professional/technical knowledge**:

- Knowledge of relevant health care legislation (e.g. Personal Health Information Protection Act (PHIPA), Mental Health Act, Coroner’s Act)
- Knowledge of hospital organization and health care delivery system.
- Demonstrated knowledge of patient safety practices, tools and methodologies, including root cause analysis.
- Knowledge of patent-centered theory and practice

**Skills and Abilities**:

- Excellent communication skills in English (written, oral, and presentations)
- Empathetic listening skills
- Strong interpersonal, negotiation/mediation/dispute resolution and problem-solving skills
- Ability to de-escalate highly emotional situations
- Strong coaching and counselling skills
- Excellent analytical, planning and organizational skills
- Proficiency in MS Word, Excel, PowerPoint, Outlook
- Experience with working in health care teams
- Able to function independently and be self-directed
- Experience and skills in meeting and group facilitation, change management, and interprofessional collaboration
- Effective project and time management skills; ability to multitask

**Preferred Qualifications**:

- Canadian Patient Safety Institute, Patient Safety Officer certification

**Please note that according to the Ontario Health and Queensway Carleton Hospital Vaccination Policy, all applicants must be fully vaccinated unless they can provide the proof of a valid medical contraindication or exemption on the basis of protected grounds under the Ontario Human Rights Code in order to be considered for any staff or volunteer opportunities. Upon hiring, applicants must provide the proof of either government issued documentation proving they have been fully vaccinated, or present supporting documentation of a valid medical contraindication or exemption under Ontario Human Rig

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