Patient Experience Lead

3 weeks ago

Cambridge, Canada Cambridge Memorial Hospital Full time

Overview:
Join a hospital where everyone makes a difference Cambridge Memorial Hospital (CMH) is a thriving community hospital that proudly provides acute care services including: Emergency, Surgery, Medicine, Women’s and Children’s Health, Intensive Care, Mental Health, and Inpatient Rehabilitation.

Our vision is to **_provide exceptional healthcare by exceptional people_**_._ Our dedicated and skilled staff are passionate about providing outstanding patient-centred care, and an exceptional patient experience to residents of the Waterloo Region and beyond.
- Healthcare of Ontario Pension Plan (HOOPP)
- Group Benefits, including Health & Dental, for full time employees
- Employee & Family Assistance Program
- Career Development & Education Grant
- Wellness & Wellbeing Program
- Diversity, Equity & Inclusion Initiatives

**Job Description**:
**Position Summary**
- Reporting to the Director Patient Experience, Quality, Risk, Privacy and IPAC the Patient Experience Lead is accountable to define, develop and ultimately lead CMH in consistently delivering an exceptional patient experience.
- They will effectively facilitate resolution to patient and family concerns by advocating in a DEI sensitive, patient/family centred manner and responding to patients and family members within legislated time frames (_Excellent Care for All Act_, 2010).
- They will effectively facilitate resolution to patient and family concerns by advocating in a culturally sensitive, patient/family centred manner and responding to patients and family members within legislated time frames (_Excellent Care for All Act_, 2010).
- The incumbent will create organizational appetite and capacity for an exceptional patient experience by acting as a coach and mentor to management, physicians, and front line staff regarding service recovery, effective conflict resolution and pro-active initiatives.
- They will work proactively with managers to interpret unit level patient experience data from various sources and collaboratively develop and implement unit level foci for improving the patient experience.
- They will be an influential member of the Patient and Family Advisory Council, and instrumental in the development and implementation of a multi-year Patient Experience Strategy that will nest under the corporate Strategic Plan.
- Liaison role with Public Affairs & Communications to promote Cambridge Memorial Hospital by actively contributing to CMH social media outlets and other avenues for storytelling.
- Provide regular updates to management, Medical Advisory Committee, and the larger hospital community on the status, opportunities and mitigation plans regarding patient experience. Works with external partners such as Ontario Patient Relations Association and Ontario Hospital Association to influence the broader patient experience agenda.
- Present minimum of twice annually to the Quality Committee of the Board in accordance with Excellent Care for All Act (2010)
- Perform other duties as assigned.

**Qualifications**:

- Undergraduate degree in a relevant health related field required.
- Designation as a Regulated Health Professional and a member in good standing of a recognized health profession or college preferred
- Masters degree in a related field preferred
- Five (5) years’ experience in an acute health care setting required. Direct experience in Patient Relations role preferred.
- Skills listed below are all required at an excellent to expert level:

- Conflict resolution
- Acute listening and perception skills
- Service recovery
- Ability to easily establish trust
- Ability to maintain privacy
- Facilitation and negotiation skills
- Written and oral communication skills
- Critical thinking skills
- Sound judgement and decision making skills
- Coaching and mentoring others
- Ability to effectively communicate with many levels of the organization effectively is required (e.g. Quality Committee of the Board, Medical Advisory Committee, management, physicians, front line staff)
- Experience, and/or additional training with various components of Diversity, Equity, Inclusion (Indigenous Cultural Safety Training, unconscious bias, allyship etc.) required
- Expert knowledge of the Model for Improvement/PDSA for quality improvement is required. LEAN Yellow Belt or equivalent is required.
- Statistical analysis skills to interpret patient experience data is required
- Familiarity with relevant legislation is required (including, but not limited to: Excellent Care for All Act, Quality of Care Information Protection Act, Apology Act, Public Hospitals Act)
- Ability to work equally effectively both independently and collaboratively is required
- Demonstrated ability to attend work on a regular basis is required
- The successful external applicant is required to provide the applicable criminal record check, as requested by Human Resources, in accordance with federal and provincial legislation. Valid criminal record checks are in original forma

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