Indigenous Patient Care Quality Specialist
3 weeks ago
Indigenous Patient Care Quality Officer
Patient Care Quality Office
In alignment with the Mission, Vision, and Values of the Provincial Health Services Authority, patient safety is a fundamental priority and a collective responsibility. This role is essential in the ongoing commitment to enhance quality and safety across all facets of the organization.
The Indigenous Patient Care Quality Officer plays a pivotal role in leading and advising on the identification, management, resolution, and education of patient and client concerns. This position collaborates with key stakeholders to ensure effective resolution of complaints, particularly those raised by Indigenous patients and their families. The Officer is dedicated to making feedback channels accessible and ensuring that all complaints and concerns are handled promptly, respectfully, and appropriately.
Key Responsibilities
- Offer expert guidance to Directors, Medical Directors, Managers, and senior leaders in managing client feedback activities, applying an Indigenous-specific decolonizing and anti-racist perspective.
- Engage with stakeholders to address patient and client complaints, ensuring culturally safe and suitable resolutions.
- Mitigate organizational risks by collaborating with risk management as necessary.
- Encourage the utilization of client feedback information management systems to effectively monitor and manage feedback.
- Provide consultation on Indigenous client feedback and complaints management, advising on both verbal and written communication strategies.
- Support Indigenous patients and families in voicing their concerns regarding care, working alongside other staff as needed.
- Assist both Indigenous and non-Indigenous families with the complaints process, prioritizing support for Indigenous patients and families.
- Facilitate the triaging of complaints, determining appropriate actions and ensuring timely follow-up.
- Contribute to the development and maintenance of client feedback information management systems, ensuring documentation of feedback, monitoring investigation statuses, and analyzing outcomes for accountability and improvement.
- Act as a liaison between patients, families, and the organization, focusing on Indigenous communities and helping them understand their rights and navigate organizational processes.
- Stay informed on relevant legislation, regulations, and standards, collaborating with departments such as Legal Services and Risk Management.
- Provide educational opportunities for stakeholders and staff regarding the unique experiences of Indigenous patients and families, promoting cultural safety and humility in complaint processes.
Qualifications
- A Bachelor’s degree in Health Administration or a related field, along with three years of relevant experience in conflict resolution or crisis intervention, including at least one year in Indigenous health or anti-racism work.
- Preference for candidates identifying as Indigenous, including First Nations, Métis, or Inuit.
- Comprehensive knowledge of laws and legislation related to patient care and Indigenous health, including an understanding of systemic discrimination and social determinants of health.
- Strong analytical, problem-solving, and conflict resolution skills, with the ability to facilitate interdisciplinary collaboration.
- Effective communication skills, both verbal and written, with a focus on balancing organizational needs and patient/family concerns.
What We Offer
Every employee at PHSA contributes to providing exceptional patient care. We are committed to supporting your health and wellness through various development programs and benefits.
- Access to professional development opportunities, including extensive training programs.
- Comprehensive benefits package, including a pension plan and wellness resources.
- Generous vacation entitlement and statutory holidays.
- Flexible work options to support work-life balance.
- Discount programs offering a range of local and national benefits.
PHSA is dedicated to creating a diverse workforce and an inclusive environment, actively seeking to address existing inequities and barriers in our systems.
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