Patient Experience and Quality Improvement Manager
1 week ago
We are seeking a highly skilled and experienced Patient Care Quality Officer to join our team at Fraser Health. The successful candidate will provide leadership and expert consultation in the identification, management, resolution, and education of patient/client/resident issues.
Key Responsibilities- Provide expert support to Executive Directors, Medical and Health Service Directors, and Managers in the management of client feedback activities.
- Collaborate with key stakeholders regarding patient/client/resident complaints and concerns, supporting resolution of issues and ensuring that client feedback is tracked for accountability and improvement purposes.
- Fulfill obligations and responsibilities in the context of relevant legislation, regulations, and common law and collaborate with stakeholders, the Freedom of Information and Protection of Privacy Coordinator, and the Secretariat for the Patient Care Quality Review Board.
- Provide advice to the administrative team regarding the management of client feedback issues, including both verbal and written communication and courses of action when initial steps taken do not resolve issues to a complainant's satisfaction.
- Ensure timely and effective triaging of complaints and determination of follow-up actions in response to patients/clients/residents and/or family complaints and related situations.
- Provide consultative services throughout FH on effective complaints management, promoting the use of a consistent process adopted by Fraser Health for use organization-wide.
- Serve as a liaison between family and the organization and the community, assisting patients/clients/residents and families to know and understand their rights and navigate through the organization's processes.
- Ensure the appropriate referral of issues with potential risk or liability to the Integrated Risk Management Consultants, who are responsible to liaise with BC Health Care Risk for appropriate follow-up.
- Coordinate conferences between patients/clients/residents and their representatives and the appropriate administrative staff as appropriate.
- Assist in the maintenance and development of Fraser Health's client feedback information management system (i.e., data collection tools and databases), ensuring that client feedback is documented, status of resolution processes is monitored, and activities and outcomes are analyzed and reported for accountability and improvement purposes.
- Ensure a coordinated approach to the preparation of periodic or special reports required by internal and external customers.
- Participate in the development of policies and procedures dealing with complaints management of client feedback.
- Consult with the Managing Consultant regarding risk management and quality issues which arise out of management of client feedback and the integration of key learning into improvement planning both at strategic and operational levels.
- Participate in the development, delivery, and evaluation of staff education related to client relations and participate in the orientation of new employees to introduce client relations practices which are based on Fraser Health's Vision, Mission, and Values.
- Participate in the integration of quality improvement principles by providing regular reports on client feedback and client relations issues.
- Participate in interdisciplinary/interdepartmental and professional meetings as appropriate, communicating needs and concerns and providing input from a client relations perspective.
- Bachelor's Degree in a health care profession and three years' recent related client relations experience or an equivalent combination of education, training, and experience.
- Demonstrates the leadership practices of the Fraser Health Leadership Framework of Clear, Caring, and Courageous and creates the conditions for people to succeed.
- Professional/Technical Capabilities:
- Demonstrated knowledge of pertinent laws and legislation, including the Patient Care Quality Review Act, Freedom of Information and Protection of Privacy Act, the Evidence Act, and the Hospital Act.
- Demonstrated knowledge of client relations and quality improvement processes.
- Demonstrated ability to exercise judgment and sensitivity working with complex, confidential, and sensitive issues.
- Demonstrated knowledge of health care system issues and functions.
- Demonstrated analytical, problem-solving, and conflict resolution skills.
- Ability to lead, participate, and facilitate inter-disciplinary groups in a collaborative environment with multiple interests.
- Ability to educate and provide consultation to healthcare professionals.
- Ability to develop, coordinate, and deliver educational programs and presentations.
- Ability to work effectively with others, including working effectively in a multicultural environment, independently, as part of a team, and understanding the frameworks of other disciplines.
- Demonstrated ability to communicate effectively both verbally and in writing, adhering to requirements of legislation and with sensitivity to the need to balance both organizational requirements and a focus on patient/client/resident needs.
- Demonstrated ability to organize and prioritize workload in a complex environment.
- Ability to operate related equipment.
- Physical ability to carry out the duties of the position.
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