Patient Experience-quality Coordinator

3 weeks ago

Toronto, Canada University Health Network Full time

**JOB POSTING # 918625**

**Position: Patient Experience-Quality Coordinator**

Site: Princess Margaret Cancer Centre

Department: Cancer Care Quality and Innovation

Reports to: Manager, Cancer Care Quality and Innovation

Salary Range: $29.68 per hour to $37.10 per hour (Commensurate with experience and consistent with the UHN Compensation Policy)

Hours: 37.5hrs/week/Hybrid

Status: Temporary Full-Time

University Health Network (UHN) is looking for an experienced professional to fill the key role of Patient Experience-Quality Coordinator in our Cancer Care Quality & Innovation department

**_ Transforming lives and communities through excellence in care, discovery and learning._**

**The University Health Network**, where _“above all else the needs of patients come first”,_ encompasses **Toronto Rehabilitation Institute, Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre and the Michener Institute of Education at UHN**. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of groundbreaking firsts and a purpose of _“Transforming lives and communities through excellence in care, discovery and learning”,_ the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

**University Health Network (UHN)** is a research hospital affiliated with the University of Toronto and a member of the Toronto Academic Health Science Network. The scope of research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. Research across UHN's five research institutes spans the full spectrum of diseases and disciplines, including cancer, cardiovascular sciences, transplantation, neural and sensory sciences, musculoskeletal health, rehabilitation sciences, and community and population health. Find out about our purpose, values and principles here.

Within the Cancer Care Quality & Innovation team in the Princess Margaret Cancer, there is a concerted approach to utilise the patient voice to drive quality improvement. The vision of the Patient and Family Experience Committee is to provide patients with Exceptional Experiences Always. The major focus of the Patient Experience-Quality Coordinator is to collect, review, analyse, action and disseminate patient experience data to guide quality improvement efforts.

**Declaration of Values**:
In this role, the Patient Experience-Quality Coordinator engages with all who come forward with

a recommendation or concern and/or request to be contacted. The Patient Experience-Quality Coordinator works to understand the patient or family caregiver perspective, document the interaction and provide feedback to the relevant stakeholders. The Patient Experience-Quality Coordinator listens actively and with empathy, initiates a dialogue directly with clinic teams or patient relations, to enable timely action for all parties. They are also responsible for ensuring that patient feedback is actioned, where appropriate and expected to project manage those actionable initiatives to end or appropriate hand-off. During the feedback process, the Patient Experience-Quality Coordinator applies a skilled, thoughtful approach to articulating the needs or concerns of patients and family caregivers and presents these to the appropriate UHN staff and leadership. The Patient Experience-Quality Coordinator uses excellent communication skills to help patients and family caregivers navigate common to complex situations to ensure a supportive process is put in place. The Patient Experience-Quality Coordinator is responsible for formal documentation of all aspects of each concern or recommendation. The Patient Experience-Quality Coordinator is required to analyse themes and trends in recommendations, this includes a qualitative analysis of patient feedback. The Patient Experience-Quality Coordinator will be required to keep statistics and data to feedback progress in regular reports to the Patient and Family Experience Committee.

The Patient Experience-Quality Coordinator also partners with patients, family caregivers and staff members across UHN to improve patient experience through quality improvement strategies, staff/patient education, and risk management activities. The Patient Experience-Quality Coordinator will also help to lead the development and implementation of key quality improvement and change management initiatives. They will be responsible for a significant amount of project management and coordination related to CQIN projects. Interaction with external bodies such as Ontario Health, may be a requirement.

The Patient Experienc

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